Latest quarterly report for residents

April - June 2022

After a difficult first few months of 2022, it was wonderful to be able to put our worries to one side to dive into an extended bank holiday, where we celebrated the Queen’s Platinum Jubilee.

From marmalade sandwiches to a special concert outside Buckingham Palace, thousands of events and street parties took place - we contributed £6,500 Amazon vouchers to residents and community groups to help them bring people together to celebrate this historical moment.

However, despite this joyous occasion, we do understand it’s still a hard time for many of you, with the cost of living continuing to rise and energy price caps increasing.

Please take a look at our advice and guides pages – you’ll find everything from money, jobs and debt support, to benefits guidance and ways you can look for a new home if you want to move. Please get in touch if you’re struggling.

Below are some highlights of our performance between April 2022 and June 2022 on some of the key services and areas of support that matter to you.

Services and support

  • Repairs satisfaction was at 87% as we continued to catch up on non-urgent repairs and were also affected by national labour shortages and supply of some materials.
  • Positive feedback from our customers continues following the insourcing of Grounds Maintenance in Berkshire. Work to prepare for insourcing of Grounds Maintenance across Oxfordshire and Hampshire remains on track
  • We let 770 homes: 564 re-let homes and another 206 new homes we let for the first time.
  • We completed 144 mutual exchanges.
  • We completed nearly 57,700 emergency, routine and out of hours responsive repairs.
  • In the first quarter we’ve made a good start to the new financial year with 160 homes getting new kitchens and another 103 getting new bathrooms.
  • A further 200 homes have had new windows and 250 have had new entrance doors, with 70 homes getting new roofs.
  • We completed 3,303 Neighbourhood Standard Inspections and carried out 11 neighbourhood improvements across our estates.
  • We supported 449 customers with Universal Credit claims and issues.
  • We supported 47 people with aging well projects and services and 80 residents to get into work or better work. Residents also completed another 334 training outcomes
  • We supported 47 people with aging well projects and services
  • We also supported 80 residents to get into work or better work, with another 334 training outcomes completed.
  • We supported 76 community groups and engaged with 2,634 people across our community development projects.
  • We helped 194 people with tailored digital support, like providing 69 with devices to get online and 125 with digital training.
  • We also helped our residents make savings of £94,825.69.
  • In June we switched to monthly STAR surveys and our overall satisfaction was maintained at 69%.
  • Repairs satisfaction increased to 89%, despite continued high demand for services and national labour shortages.
  • Complaint volumes remained high (1,276) but at the same levels as the previous quarter with satisfaction increasing to 41%.
  • Work continued on our complaints service transformation, with Phase 1 launch scheduled for late July.

Role of residents

Residents' conference, by the Resident and Board Partnership (RBP)

After a three-year hiatus due to the pandemic, our 2022 engaged residents’ conference took place on Saturday 18 July at Sovereign House in Basingstoke.

The conference brought together residents from the Resident and Board Partnership (RBP) and Scrutiny Coordination Group (SCG) and other involved residents.

There were many workshops and information sharing opportunities between Sovereign employees and residents. This included workshops from the Customer Contact, Scheduling and Communities teams, and sessions on our Homes and Place Standard.

The day really highlighted the value of resident engagement.

Scrutiny Coordination Group (SCG)

The SCG has been investigating what drives customer satisfaction with Sovereign’s repairs service. This project is split into two halves and the group have completed part one – analysing Sovereign’s customer data and getting the views of employees. From August, they’ll start to investigate what parts of the service are liked and disliked by residents and why. Then they’ll work with Sovereign to formulate workable service improvements.

The group received a demonstration of new functionality due to be launched soon on MySovereign. They were excited to see how residents’ feedback has helped shape Sovereign’s approach to the online services it provides.

The SCG also held a deep dive into Sovereign’s new approach to tackling damp and mould issues. This topic area has been scheduled in to be scrutinised by residents next year, when the current approach has had time to bed in and the SCG is able to measure its success over the upcoming winter months.

Engagement review

Our current ‘triangle of engagement’ has been established for around five years. We felt that, in line with the Social Housing White Paper, it was an opportunity to see if our current structure of engagement is still fit for purpose. So, this quarter we successfully recruited a research company called Connectives to help us undertake a review.

As part of the work, the researchers will be interviewing employees, residents, and other interested parties, to see how we can be more inclusive when it comes to engaging with our customers and hearing their voices and acting upon it too.

In the next quarter we will share some of the findings.

Ongoing recruitment for the RBP, SCG and RBP Chair

We started preparing for our recruitment campaign for more members, including the Chair of the RBP, as the current Chair will be retiring in December.

We emailed residents with the opportunity to 'go behind the scenes' of resident engagement, to understand how these groups represents them and to encourage them to get involved too.

More information on recruitment and how to apply can be found at www.sovereign.org.uk/rbpscg and www.sovereign.org.uk/rbpchair.

Youth Panel

The Youth panel is the voice for our younger residents. The group met with members of Sovereign’s internal Disability and Carers Network (DACN). Member Jack represented the panel at the Residents’ Conference, held at Sovereign House. Members also attended training in Bristol on community organising.