Value for Money Statement (VFM) 2017-18 Value for Money Statement (VFM) ‘VFM driven by board, delivered by everyone.’

How we did 13 Fully achieved 16 VFM aspirations 3 Partially achieved

Our achievements 136 new homes built in 2018 £12m investment in homes Digital self-service Greater customer feedback Introduction of Customer Hub 85% of staff engaged Coaching Low gender pay gap Data integrity project

Cash savings Achieved £1.025m

Westward’s economic impact Value of our homes £347m Value of our jobs £8.75m Value of our contracts £29m p.a. Social value of our services £25m p.a.

Cost per home £3,281 South West Average 2017-18 £3,157 Westward Regulator of Social Housing (RSH) data

How each £1 of rent was spent £3,281 South West Average 2017-18 £3,157 Westward Average 2017-18

Provide places where people want to live Strategic objective 1 Replacement lifecycles for kitchens, bathrooms etc remain at same level despite 4 years of 1% rent cuts Asset Management £12m invested

£2.6m savings on home improvements Saved in 6 years membership of Advantage South West

Energy efficiency 96.5% of our homes have a minimum SAP rating of 55

Repairs Repairs completed (ave. time) * 9.5 days 3 Repairs efficiency Westward How we did (1 – 4 scale where 1 is top) Repairs completed (ave. time) * 9.5 days 3 * We carry out repairs when it is convenient to our customers

Repairs Outcomes delivered Westward Similar housing organisations Customer satisfaction 89% Repairs 92% Quality 85% Ratio of Responsive Repairs to Planned Maintenance 60% 40%

Making every home count Housemark comparison Westward How we did (1 – 4 scale where 1 is top) Re-let time 21.5 days 3 More homes for families in need Reducing rent loss

Customer service 93% satisfied with the quality of their home 89% satisfied with their neighbourhood as a place to live

Customer Hub introduced £220k saving 89% of queries resolved at first point of contact 96% complaints resolved and closed at stage one

Engaging with customers The Customer Senate 200 independent monthly surveys Customer survey online with a new question every month

Customer incentive scheme results 1,460 customers with a digital self-service MyAccount 2,777 customers paying by direct debit

Gauges customer loyalty Customer service 41.7 Net Promoter Score Gauges customer loyalty Example comparison: Waitrose scored 46 in July 2018

Develop and invest in homes and services Strategic objective 2 Every affordable home built means 3 jobs in the local area Every £1 of public investment is matched with £6 from Westward

Development of new homes 305 new homes built since 2017 1.89% more new homes provided

23 shared ownership and 12 commercial homes created Commercial activity enabled £1.1m Gift Aid to be reinvested in our homes and services 23 shared ownership and 12 commercial homes created 35 homes built

Provide a great place for our staff to work Strategic objective 3 342 people work at Westward 93% clearly know our core purpose Staff structure reviews saved £283k

Our people £173k invested in staff training £54k savings from improved sickness absence (2.3 days p.a.)

Maintain our financial strength and deliver great value through efficiency and innovation Strategic objective 4 £9.5m Surplus Above budget and the forecast result Reinvested in homes and services Turnover £44.3m

Similar housing organisations Income management Operating efficiency Westward Similar housing organisations (group of 8) Rent collected 100%

Targets for 2020 Targets by 2020 2018 2020 No. of new homes to be built 305 500 Investment in existing stock £25m £50m Net Promoter Score 41.7 55 Complaints resolved and closed (stage 1) 97% 99% No. of households supported out of debt 228 180 per year

Our ambitions for the future We will continue to invest in our homes and people to make sure that Westward is around for future generations and can continue to meet customer needs.

To read the full VFM statement: We welcome any feedback or queries on our approach to VFM or our over-arching strategy info@westwardhousing.org.uk To read the full VFM statement: www.westwardhousing.org.uk/transparency-and-efficiency