Page 7 - ISHA Annual Report 2019-20

Trusted to make the difference
Passionate commitment to customers
Developing new affordable homes
An important part of our mission is to develop more quality affordable homes in Hackney, Islington and Waltham Forest.
We lead the North River Alliance (NRA), which is a development consortium of North and East London community-based small and medium sized housing associations, with whom we’ve
developed 3,500 homes in 15 years.
In the last year we:
Completed
80
New homes, all of them affordable
Our ambition was to have built 400 more homes in the five years to 2020. We narrowly missed this, but did hand over 80 new homes in 2019/20, just short of our 103 home target.
39
£6.6m
in grant funding
to develop more
homes for people living in communities in North and East London
Sold
new affordable shared ownership homes
Began projects which will deliver a further 217
Customer satisfaction 2019-20
You told us:
60% of you are satisfied with the overall service provided by ISHA
50% of you are satisfied with our repairs and maintenance delivery
59% of you believe your rent represents good value for money
47% of you believe your service charges represent good value for money
In comparison with our peer housing associations, our performance measured in 2019 was below average. The results reinforced to us that we have a long way to go to improve things, and we have worked in the year to implement the planned changes.
new homes Secured
What you think of ISHA 2019-20
We reported to you in 2019, following the STAR survey of all residents carried out that year, your satisfaction with our services. We do not have an up-to-date global figure as we were due to survey just as the country went into lock-down. In the absence of new figure we have restated that for last year.
Annual report 2019-2020
7