Page 20 - Housing Solutions Annual Report

and debate, particularly in the light of the current the ease of the increased functionality of our
economic uncertainty facing the country. website and resident portal, together with our
digital innovations, such as Alexa, provide multi-
We particularly focus on mitigating actions to channel routes for our residents to easily access
withstand economic stress, when these mitigations our services, whilst our complaints handling
are triggered and how quickly those actions performance remains at top quartile performance,
can be put into effect to offset those stresses. with 84% satisfaction.
Our business plan scenarios also test and help
determine our development capacity within our Engaging with our residents has never been
covenants. In its latest business plan review, the more important than during the Covid-19 crisis,
Board concluded that we have a robust business we have kept in touch through email, text and
model which is able to withstand a range of postal services, sending over 10,000 pieces of
adverse scenarios and economic changes and that correspondence. We have ensured updates and
we would have time to take necessary mitigating information is made available through our website
actions to control their effects. and other media channels. We have made contact
with over 800 residents by telephone to ensure
We have robust annual internal audit programme they had the specific help they needed and have
linked to our corporate risks and during 2019/20 worked closely with our local charities to ensure
four internal audits and three advisory audits were those with unique needs have access to the help
carried out, all receiving positive opinions. they need.

Our annual assessment against the Consumer
Standards highlights the strengths within the
services we provide to our residents, for example

Campbell Tickell in July 2019 stated:
“an engaged Board which cares about the organisation and
the tenants; about providing effective leadership, with a clear

core purpose and set of values; has a transparent and open

relationship with the Chief Executive and her team; clear
papers which encourage debate; effective committees; and

robust decision-making and follow-through.”

Remain financially strong cost base. As a result of this there have been
noticeable improvements in the value provided
when comparing the first half of the year to that of
£15.8m the second.

£45.76m
“We believe Housing
7,306 Solutions will be able to

Turnover Properties Surplus maintain solid S&P Global

Ratings – adjusted EBITDA
Due to our development programme and delivery
of new homes our turnover has remained stable margins and very strong
despite the 1% rent reduction. We have invested
in strengthening our staff skills during the year liquidity.”
which has resulted in ensuring we are more flexible
in working and a greater understanding of our S&P Global Ratings March 2020

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