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Loreburn Annual Report 2020

Loreburn Annual Report 2020

Our Tenants Annual Report 2019/20 is now available.

If you would like a hard copy printed and posted to you please contact Tracy McNeil on 01387 321386 or TracyM@loreburn.org.uk

Annual Report Front CoverOverall 2019/20 was another positive year for Loreburn even though we ended the year with the shock of a pandemic and the risk of significant additional costs. We have not let those unexpected challenges impact on our plans for growth and improvement but they do mean it is more important than ever to achieve cost-efficient, value for money service delivery.

Loreburn aspires to be amongst the best housing associations in Scotland through a commitment to exceptional customer experience and we have ambitious plans to do our bit to fix the housing challenges across the region.  

As a customer focussed landlord with a commitment to high performing cost-efficient services, ourprimary focus is the provision of safe, quality “affordable in use” homes for rent across Dumfries and Galloway. This year we made a significant investment in fire safety assessments and works to ensure your homes are safe. We recognise the vital role we play in the lives of people in housing need so for over 30 years we have been diligently working across the region creating GREAT places to live and now include a commitment to Passivhaus and quality extra care housing for older people in our strategic plans. As part of a housing service review this year we redesigned our ways of working to strengthen our commitment to customer and community. Building on the work our colleagues already did, be it a voice at the end of a phone, a home visit or arranging a repair we have reinforced our strong commitment to getting things right first time. 

We are listening to what you are telling us and increasingly delivering services that meet your expectations. We are building more meaningful relationships with you and your neighbours to better understand your priorities. Technology will increasingly underpin our ambitions and by making better use of data and insight we will continue to transform our service delivery and performance. This year every member of staff, from CEO to apprentice, attended customer service training to ensure we focus on the things that are important to you, our customers. This report sets out how we have performed in 2019/20 and we hope you find it useful and interesting.

If you are interested in getting involved with our continued drive for improvement please get in touch by calling 01387321300 or emailing customerservice@loreburn.org.uk