Arhag Annual Report 2021

Responsive and Void Repairs The year provided a test to both residents and contractors regarding the response to Covid-19. The service supported emergency and urgent repairs with day-to-day repairs not being undertaken. Notifications were given to tenants and updates were posted on the website. Capital Maintenance (Component Replacement) No component replacements for kitchens and bathrooms were undertaken during the period, as these were deemed to be non-essential works. Boilers were replaced as required following reports and gas servicing. Planned and Compliance Work ARHAG has invested heavily during the year in its health & safety compliance with a concentration on gas and electrical safety. OUR PEOPLE OUR ASSETS Our people are our biggest asset, andwe recognise that our reputationwith customers depends on howwell we communicatewith andmanage our relationshipswith our own employees. A well-motivated and highly skilled workforce with a ‘can do attitude will be the key to our ambition to be one of the best providers of social housing services in London. During 2021/22, we will be developing a people strategy which will assess our organisational culture, staff terms and conditions (including flexible working), training needs, staff communication strategy, IIP and use of IT to deliver 24/7 services to our residents. Our people strategy will be key to ensuring that ARHAG is not only delivering effective customer-centric services, but the organisation can embrace agile working, tackle inclusiveness and diversity across the organisation and for its Board and staff to be seen as even more visible and in touch with the communities we serve. At the heart of our people strategy will be to establish our operating culture and engagement plan by: • consulting with colleagues about flexible working arrangements • reviewing our employment package, including the incremental pay and benefits system • delivering a new pension solution • delivering a programme to improve customer and colleague relationships to help us drive improvements in our customer service • developing a new Equality, Diversity & Inclusion strategy and programme. “Awell-motivated and highly skilled workforcewith a ‘can do’ attitude will be the key to our ambition to be one of the best providers of social housing services in London.“ Annual Report 2020-2021 19