Page 3 - ISHA Annual Report 2019-20

Trusted to make the difference Passionate commitment to customers
About ISHA
Islington and Shoreditch Housing Association (ISHA) is rooted in the communities it exists to serve in North and East London and aims to deliver a first-rate service to its residents.
We manage 2,500 social and affordable homes across six boroughs and are building new quality homes in our core boroughs of Islington, Hackney and Waltham Forest.
Our vision at ISHA is to co-create homes and communities where everyone can flourish. This year we have launched our 5-year strategy which sets out how we will achieve this vision by 2025, building on our history but looking to the future.
What this report is about
Our annual report is about our service to you from April 2019 to March 2020. We need to let you know how we performed and what we did during this period – so all the information in the first section of the report is about that year.
The Regulator of Social Housing, which oversees our work and that of all other housing associations, requires us to report to you about our repairs service particularly. We know how important this
is to you, so the first section will tell you how we maintained your homes during 2019-20.
We also want to let you know about work we have been doing to keep you safe in your homes, to involve you in developing our services, and in building new homes in the areas where you live.
The second part of the report looks to the future. So you will find out about our new five-year strategy, and the steps we have already taken to improve not just our repairs service, but the whole way we work with you, our residents, in the future.
3
answered 6838 calls in the 6 months from when lockdown began, we know that some of you could not get through to us.
Our Customer Service Team staff are now back in the office and we are confident this will lead to an improvement in our service.
You can read more on building safety in
the report. I can also assure you that we are campaigning with others for the Government
to financially protect leaseholders and give housing associations a level playing field with private landlords in accessing tax-payer funding.
On performance, I am very pleased to report that we invested far more than the previous year in our existing homes. We have had fabulous feedback on our new gas contractor and are looking to replicate that when we switch away from one main repairs’ contractor to a mixture of smaller, more local firms who share our values.
Finally, I commend our new strategy that has safety, and service and satisfaction as its first two priorities. We remain committed to improving our service to you.
Annual report 2019-2020