The Annual Report highlights our key achievements across all Stockport Homes' services.
This year, we have worked closely with our customers to make sure our information is useful, interesting, and accessible. We called this our ‘Big Conversation’ and spoke with customers both online and in person. Thank you to everyone who has been involved in this year's report.
Within the report, you will see how we are performing and delivering our services and how your feedback helps shape and improve them.
- 85.82% - Satisfied with the outcomes of their
ASB case compared to 84.4% in 2023/24. - 15 Gardening competition entrants
- 89% Satisfaction with SHG as a Landlord
compared to 91.32% in 2023/24 - 206 Trees Planted
- 82% Tenant satisfaction with communal
area caretaking service
- £3.8m invested to keep 100% of homes safe
- 87.53% Repairs completed on first visit compared to 98.87% in 2023/24
- 98.61% Emergency Repairs completed on time compared to 99.97% in 2023/24
- 12.8 days Average time taken to re-let homes
- 561 - Total properties re-let
- £13.86m Total investment through the Capital Programme
- 100.79% Rents collected
- 2,979 customers supported to obtain additional income, totalling £9.5m
- 5 Evictions due to rent arrears
- 5,965 Customers claiming Universal Credit
- 3,016 Customers in Rent Arrears
- 253 High arrears cases, down from 255 in 23/24
- 544 Households prevented from being homeless
- 865 Home or Remote visits
- Hardship Fund Payments £28,000
- 748 Relief duties accepted
- 1,650 emails and calls giving support and advice
- 350 home visits for Energy Advice
- Discretionary Housing Payments £141,000
- 84 new homes completed
- 56 new homes for sale
- 12 new homes for social rent
- 16 new homes available for above-market rent
- 38 new homes started
Since 2021, Viaduct Housing Partnership have brought in over 49 million in government grant, leading to the development of more than 1,400 homes.
Over the past year, Stockport Homes Group (SHG) has been dedicated to making a real difference, successfully raising an incredible £18,476.10 for the Wellspring, its Charity of Choice. This achievement highlights SHG’s
strong commitment to social responsibility and the passion of its employees and community in supporting a vital cause.
Fundraising activities include
- 100% Attendance Campaign - £7,120
- SHG Festival - £2,358
- Sleep Out event (via JustGiving) - £2,005
- 10K Challenge (via JustGiving) - £1,635
- Sponsored Walk - £1,163
- Custard drive competition - Over 1,000 tins donated
£44,862.75 Stockport Pantries Social Value totalled from 3,175 volunteering hours.
- 42 Care leavers signed up to use Local Pantries, 20 Care Leavers use Your Local Pantry Weekly.
- 25 Holiday Club and 359 School Workshops Delivered, including 242 one-to-one sessions with young people
- 39 Community Grants secured, totalling
£1,095,476 - 3,376 Volunteering hours from Pantry
volunteers and Holiday Club - 147 Customers moved into employment
- 1,303 Training session attendees
- 38 Training session delivered
- 104 Health & wellbeing sessions delivered
In 2024/25, Carecall partnered with Virgin Media O2 and TSA to support vulnerable residents in Stockport through the UK’s transition from analogue to Digital Voice, ensuring they continued to receive vital telecare services during this critical change.
- 1,031 new clients welcomed
- 6,078 emergency home visits
- 90,759 Carecall telephone calls received
- 455 Stage 1 Complaints Received compared to 264 in 2023/24
- 101 Stage 2 Complaints Received
compared to 51 in 2023/24 - 243 Compliments Received
compared to 198 in 2023/24 - 56% Satisfaction with handling of
complaints - 451 Stage 1 Complaints resolved within 10 days*
The top three themes for customer complaints for 2024/25:
- Repeated Repairs/Time taken
to resolve repairs
And across service areas: - Communication with
customers - Standard of Service Provided
The top three themes for customer compliments for 2024/25:
- Repairs – attitude and
standard of work of operatives - Tenancy and Estates (NHO’s)
help and support - Assistance and professionalism
in dealing with issues
Where each £1 comes from that is spent on services:
- 86p - Rents
- 2p - Income from collecting water on behalf of United Utilities
- 12p - Service charge and other income
What each £1 is spent on:
- 64p- Day-to-day management
- 22p - Major repairs
- 10p - Interest and Principal Debt Repayments
- 2p - Water Rates paid to United Utilities
- 2p - Future Investment
- 380,000 Website Visitors
- 18,600 Social Followers
- 31, 198 Opens on 11 Newsletters
- 15,800 Social Post Clicks
- 33,850 Find a Home Webpage visits
As well as listening to our customers, we are always wanting to work collaboratively and proactively with our other key stakeholders, including local Councillors who also represent our customers in their local community.
- 219 Estate walkabouts took place
across our neighbourhoods - 20 Resident Forums took place across the
Borough.
Customer Annual Report 2024/25
