Arhag Annual Report 2019/2020

Repairs Our repairs performance is belowwhere we would want it to be. The number of repairs completed on time has improved significantly, but residents’ satisfaction has not so action is being taken to understand howwe can ensure that our residents are satisfied with the overall repairs service being delivered. Rent Arrears and Collection The increasing number of residents on Universal Credit has led to, on average, an additional five weeks before the payments reach our rent accounts. This has seen our current arrears increase to 4% and the average rent collection for the year reduce to 94%. To assist as best we can, we are seeking to address this in the 2020/21 financial year, however, it is likely that our rent collection will be impacted by the Covid-19 pandemic. We have revised our strategy on debt advice for those residents who have been affected in the current year. Voids Our void performance is good. Most of our voids occurred in the first half of the year in our general need properties, and our average turnaround is 27% faster than our target of 22 days. During the second half of the year, we only had three voids increasing the total in the year to 17. Gas Safety As at the end of the year, Arhag was 100% compliant with gas servicing and tests. ARHAG’S PERFORMANCE SUMMARY VIEW Arhag metrics Target 2020 2019 Vs. Target Resident satisfaction with responsive repairs 90% 60% 69% -30% Current rent arrears 2% 4% 2% -2.0% Rent collection as % of rent due >100% 94% >100% -6.0% Voids as percentage of stock 0.1% 0.2% 0.1% -0.1% Gas safety certificate 100% 100% 98% 0.0% “Action is being taken to understand howwe can ensure that our residents are satisfied.” 94 % The average rent collection for the year Annual Report 2019-2020 11