We are in the process of restructuring how we manage complaints at Anchor. We ran a pilot during 2023 where we centralised the complaints function in one of our geographical areas. The pilot was a success. In the first two months, 67% of customers indicated they were satisfied with their complaint experience compared to other regions where 39% of customers were satisfied. We therefore decided to move to a centralised complaints function for the whole of Anchor. This will be fully implemented during 2024. Data and analysis of complaints is reviewed by operational teams, the Safeguarding Committee, the Service Quality Committee and the Board. This governance helps us to ensure that lessons learned from complaints are captured and appropriate action taken to make improvements to our services. We recognise that complaints handling in the housing and care home parts of our business need a slightly different approach. Complaints in care homes are more often dealt with “in the moment” by the colleagues present, but can still be escalated through our central complaints team. FACING THE FUTURE The demand for Anchor’s services will continue to be strong into the future. Over 10 million people are aged 65 and over in England today, representing 18% of the population. The number of people aged 65-79 is predicted to increase by nearly a third (30%) in the next 40 years.¹ Later life is not always lived in good health or with financial security and so the demand for good quality affordable housing for older people will increase. Anchor is well placed to support the demand from current and future customers for the long term, supported by its strong foundation in finance and governance, and its clear and consistent strategy. This will involve some significant changes over time, particularly in our use of technology to be more efficient, improve our services, make them more affordable, and free up resources that can be better deployed in other ways. Our plans to do this are underway. Please see the Operating and Financial Review for further details. Sustainability will continue to be a focus for us, and not only in respect of our buildings – our sustainability is an important factor in our ability to recruit and retain colleagues to deliver our services and support our residents. Please see the Corporate Governance Report for further details. Recent years have demonstrated that we can continue to manage positive strategic change effectively despite external challenges and, together with residents and colleagues, we are confident that we can continue to achieve the targets that we set ourselves, and those set by others. 2 Strategic Report including Operating and Financial Review
apply the full increase available of 7.7% from April 2024 will enable Anchor to continue delivering its strategic objectives, including building new homes. Cost-of-living support - colleagues We value the commitment and dedication of our colleagues who provide great services to the people who live with us, and we were pleased to be able to invest in them as they too face cost-of-living challenges. Anchor has been paying colleagues the Real Living Wage since 1 December 2021 and in November 2022 we became the largest housing and care provider to attain accreditation as a Real Living Wage Employer from the Living Wage Foundation. We have committed to paying colleagues the Real Living Wage, which is higher than the National Minimum Wage, for the foreseeable future and are proud of our commitment to ensure that people working in housing and social care are appropriately rewarded for their hard work. The National Living Wage from 1 April 2024 is £11.44 per hour for age 21 and over. The Living Wage Foundation rates are £12 per hour or £13.15 for London. Our commitment to paying the Real Living Wage forms part of our Employer Value Proposition and we aim to be one of the best places to work in the UK, ensuring we can recruit and retain the best people in a highly competitive market for talent. Our employee surveys show that we have a highly engaged workforce, scoring 83% last year with a participation rate of 78%. Through our ‘Being Well’ approach to colleague benefits, we offer guidance and tools to support mental, physical and financial wellbeing. Colleagues have access to a wide range of benefits including everyday shopping discounts, a 24/7 colleague helpline, salary advances and digital GP appointments. Damp, mould and condensation There has been no shortage of media coverage in the last year on the importance of landlords dealing with damp and mould cases appropriately and promptly. There are severe health and safety implications of failing to do so. Details of how Anchor manages such cases can be found in the Operating and Financial Review. The Audit & Risk Committee has, in the last year, reviewed Anchor’s policy for dealing with damp, mould and condensation, to ensure our arrangements and controls are appropriate. Complaints and customer satisfaction Anchor is supportive of the Housing Ombudsman’s quest to improve residents’ lives and landlords’ services through complaints. Anchor has completed its self-assessment against the Complaint Handling Code and this is published on our website www.anchor.org.uk/existing-residents/ resident-publications. You will also find our Complaints and Service Improvement report there, which tells you more about our performance.
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1 Centre for Ageing Better – The State of Ageing 2023-4
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