North Wales Housing has seen a five per cent annual uplift in tenant satisfaction, up to 83 per cent, according to its latest survey results.

The housing association, which provides homes and delivers services to more than 2,700 households across North Wales reports that its score is at the highest level for a decade and leaders say they are ‘absolutely committed’ to further improvements.

North Wales Housing has seen scores improve or remain the same across all areas including safety and security, neighbourhood as a place to live and trust.

There has been a five per cent uplift in repairs and maintenance satisfaction, from 69 per cent to 74 per cent in the last 12 months after a concerted effort to get repairs ‘right first time’.

85 per cent of tenants surveyed said they are satisfied with the safety and security of their home and 82 per cent say that their rent represents good value for money.

Overall satisfaction is highest for retirement age tenants (91%), but this year has seen a 16% increase in satisfaction amongst 16-34 year olds (87% v 71%). In contrast, the least satisfied age group is now 35-49 year olds (77%).

The STAR tenant satisfaction survey was undertaken by ARP research, with 810 residents taking part.

Claire Shiland, Operations Director at North Wales Housing, said; “It is so important to us that we hear our residents and understand how we can best meet their needs, so we are reassured that satisfaction has improved in response to changes we’ve made in the past year.

“We found that being easy to deal with, getting repairs and maintenance right, opportunities to take part in decision making and providing good grounds maintenance were key drivers to overall satisfaction.

“It is promising to see scores improving but we do not take this lightly and know that we have more work we plan to do, particularly to continue listening to tenants’ views and creating more opportunities to contribute to and influence decision-making.

“We are currently recruiting more tenants to join our tenants’ panel or tenants’ forum, which are two of the key ways to play a part in North Wales Housing services and how they are run. I’d definitely encourage anyone who is interested to get in touch.

“We are extremely grateful to all those who took the time to respond to this survey.”

69 per cent of respondents shared that they are satisfied that North Wales Housing listens to their views and acts on them and 63 per cent with taking part in decision making.

The majority of the housing association’s scores are now generally on par with Welsh Government benchmarks.

North Wales Housing is currently recruiting for residents to join its tenants’ panel or forum. The groups offer opportunities to play a part in decision making, learn new skills, meet other residents and share ideas or concerns. Those interested should get in touch with Iwan Evans on 01492 563232 or [email protected]

Janet joined NWH’s Board in July 2015 and has been a valued member, contributing to the success of the Association for the last 8 years.

Since her appointment, Janet has played a pivotal role on our various Residents’ Panels, including taking on the role of Vice Chair and then the Chair for a number of years before relinquishing the position in 2022.  Last week she participated in her final Panel meeting. Janet will formally stand down at the AGM in September.

We wish to extend our heartfelt thank you to Janet for all her hard work and dedication to NWH, and wish you all the very best for the future.

The way you rent is changing… for tenants and landlords.

The Renting Homes (Wales) Act 2016, will improve how we rent, manage, and live in rented homes in Wales.

For more information how this affects you visit here https://www.nwha.org.uk/your-home/tenants-housing-law-is-changing-renting-homes/

Ruth Lanham-Wright,  Assistant Director Homes, celebrates 20 years working at NWH on 29th July ’22. Ruth  started off collecting rent for Supported Housing and has also worked for the Finance team. She has some amazing experience and knowledge of NWH and some great stories to tell.

Happy Anniversary from us all at NWH, and thank you for amazing contribution every day.

We took the opportunity to ask Ruth some questions about her 20 years here, a great opportunity for her to reflect.

Can you please provide a brief career summary of your time at NWH

I started out at NWH collecting rent for the Supported Housing team.  I soon became involved in grant funding applications and invoicing agencies which brought me to the attention of the Head of Finance.  She approached me and asked if I would apply for the post of Senior Finance Officer.  This was quite a baptism of fire as the team became unhappy and all left, just before financial year end.  This was a blessing as I recruited a great team which included John!  I line managed the finance team for a few years and then, during a restructure, was successful gaining the post Managing the Finance and Incomes Teams.  Along with this post, I was also offered sponsorship and support from the Organisation to qualify as an Accountant.  I gained my 1^st Degree in Applied Accounting and have been chipping away at the post-graduate papers still.  I have two exams left to fully qualify as a Chartered Certified Accountant.  I was given the opportunity to work at a Senior Leader level when I covered Emma’s maternity leave.

Whilst working in finance, I was seconded a couple of times to the maintenance team to carry out trouble shooting (sort out the mess!) with the budgets, service charges, systems and processes.  This gave me the opportunity to apply for and succeed in being given the post as Interim Assistant Director Homes.  I gained this as a permanent position and am still loving working with the Homes Team.

What have been the main changes you have seen?

I have seen a lot of change over the years, from fast growth to slow growth and numerous changes in leadership.  New leadership always brings new culture and opportunities.  The recent change to working in an agile way and a culture of trust and care for our tenants is probably the biggest change I have seen during my time and, I think, a very positive change.

What has been your highlight about working at NWH?

Gaining my degree was a big highlight for me.  I got a bit wayward in my late teens and pretty much dropped out of school during my A-Levels so to gain a 1^st Degree was a fantastic opportunity I am grateful to North Wales Housing for.  Progressing in my career from a junior officer to a member of the Senior Leadership Team has also been a highlight for me.

What do you love about working at NWH?

I have had a lot of opportunity from North Wales Housing over the years for which I am so grateful.  I have worked in several departments and different levels.  I can’t believe I have been here for 20 years, and I love that I am still learning every day.

I have had a lot of personal change over those years which the Organisation has supported me with.  From having a baby and raising a child in a family friendly environment to the amazing care, flexibility and support the Organisation and colleagues in the Older Person’s team gave to me and my parents when their health deteriorated.  The care the team gave to my father in his final days and the many days spent searching for my wandering mother as her dementia advanced was amazing and I felt very cared for as well.

What I love most about my work at North Wales Housing is that I can use my skills and talents, which tend to be “back office” orientated to feel a hugely rewarding sense of purpose in that I contribute to the work we do to change people’s lives for the better.

If Ruth’s story has inspired you and you would like to work with NWH, take a lot at our current vacancies https://www.nwha.org.uk/careers/current-vacancies/ #MakeaDifference