You are viewing 1 of your 1 free articles
Notting Hill Genesis customer satisfaction rate only 65%
Notting Hill Genesis’ customer satisfaction rate was just 65% last year, well below the averages for the sector and large London housing associations.
The 64,000-home social landlord revealed the figure in its annual accounts, and revealed a 65.2% customer satisfaction score.
This is well below the sector median satisfaction rate for 2018, which was 87%, and below the average for the G15 group of London’s largest housing associations, which was 75%.
The company said in the accounts that the low score showed that it needed to do more to improve its repairs service.
A spokesperson for Notting Hill Genesis said the figure was “roughly in line with those given to our legacy organisations, and seeing as the survey was carried out in November 2018 before any changes to our housing management model and before the benefits of the merger could be realised, that is no surprise”.
READ MORE
The accounts also reveal the extent to which the housing association is scaling back on its development plans in the face of a difficult market for outright sale in London.
Inside Housing has already reported that Notting Hill Genesis will in the short term only focus on existing projects rather than look to add to its pipeline.
According to the accounts, this has meant the association started work on only 1,018 new homes last year, falling well short of its target of 2,240.
It blamed this on the delay in selling homes built for sale and shared ownership, which saw its homes take on average 26 weeks to sell after being built, well above its target of 12 weeks.
In February, Inside Housing reported that Notting Hill Genesis had 400 homes sitting unsold amid a “massive slowdown” in market sale in London.
The spokesperson said: “The lack of clarity around Brexit is having a profound effect on the sales market in particular with people unsure about whether to buy at this stage, wondering what will happen to house prices and questioning whether interest rates will rise.
“These decisions are even harder for people for whom affordable housing is the only option to get on the housing ladder.”
Notting Hill Genesis’ accounts also showed that it made a surplus of £107.2m last year, down from £136.7m in the previous year.
This reduction was mainly down to the fact that the group’s turnover fell from £695.6m to £670.6m, which was largely due to the fall in the amount of money it made from properties for sale.
Housing association financial statements 2018/19
A2Dominion’s surplus falls by 74%
Aster's surplus rises as it eyes land acquisitions
BPHA surplus falls after bumper year of spending
Catalyst's surplus plunges 45% as sales market slows
Clarion’s surplus falls for third year running
Hyde reveals £17m spend on fixing post-Grenfell defects
Metropolitan Thames Valley shared ownership surplus tumbles
Network Homes boost surplus by 62%
Notting Hill Genesis customer satisfaction rate only 65%
Paradigm’s surplus falls slightly thanks to development difficulties
Peabody's self-imposed rent cut hits margin
Optivo returns to surplus after refinancing
Orbit surplus falls 52% as sales income slips
L&Q sees surplus drop by 42% in ‘challenging’ year
Southern reports 14% slide in surplus as fire safety checks increase
Sovereign's private sales income up 24%
Stonewater sees surplus fall by 43%
Swan surplus dives as cost to fix ACM cladding remains uncertain
WM Housing swings back into the black ahead of rebrand
