Repairs Although our residents’ satisfaction with our repairs performance is below where we would want it to be, it is only a slight reduction on last year and remains an improvement over the previous year. This is despite the continuing impact of Covid-19 with its restrictions on access to our residents’ property. We will continue to monitor what we can do to ensure that improvements we make to the service translate into improved satisfaction with the service. Rent Arrears and Collection Our year end performance on current tenant rent arrears was 4.1% and our rent collection was 101%. In October 2021 Arhag had its first eviction for 3 years following the changes in legislation on evictions during the Covid-19 pandemic. These changes had taken away an important, albeit ‘last resort’, tool in the armoury of managing tenant arrears. Our rent arrears had been impacted by this and the challenge had been to continue to increase collection and reduce arrears, which had been an issue with several cases awaiting court dates due to the change in legislation and the extension of notice periods. With a long-term issue of the courts managing the backlog of cases and bailiffs being available to execute warrants this continued to affect our rent arrears. Voids Our void performance is good, an improvement on the previous two years and we were also able to improve against our previous target of 22 days, bringing actual average turnaround time down to 13 days during a very challenging year in which we had a total of 24 new voids. Our target for 2022/23 is now to maintain this turnaround time for re-letting empty homes. Gas Safety This year a considerable effort was put into achieving full compliance. During the previous year, primarily because of Covid-19, we were not able to gain access to all our properties to complete all the gas servicing and testing and therefore obtain certificates of gas safety compliance. We consequently fell short of the 100% target in 2020/21, a performance we have reversed in 2021/22. OPERATIONAL PERFORMANCE ARHAGMetrics Target 2023 2022 2021 2020 2019 Resident satisfaction with responsive repairs 80% 67% 71% 60% 69% Current tenant rent arrears 3% 4% 4% 6% 2% Rent collection as % of rent due 100% 101% 100% 94% 100% Void turnaround time (days) 13 13 16 18 11 Gas safety certificate 100% 100% 91% 100% 98% “Our year end performance on current tenant rent arrears was 4.1% and our rent collectionwas 101%.” Annual Report 2021-2022 27
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