Having a company that holds both residents and employees at its core is important to us. We know employees play a crucial role in delivering effective services for residents as well as supporting them with impactful technology and innovation. We’re continuing to provide the flexibility and efficiency that our residents and employees need. We’re meeting challenges continually by reviewing our processes and improving how services are delivered.
You said you wanted good customer service
We’ve been awarded the Customer Service Excellence Standard for the 7th year. The assessment identified 53 strengths (compliances), 3 areas of compliance plus and no requirements to develop! The areas noted as compliance plus included our strategic plan, the work our welfare team do and the turnaround in performance of our empty properties team (voids).
The number and type of homes we have
6812
Social rent
1035
Affordable rent
10
Subsidised rent
645
Independent living homes
479
Shared ownership homes
689
Leasehold homes
Shops
Garages
The map below shows towns and villages with the largest number of Fairhive properties and the areas of new builds and refurbs.
The total number of enquiries dealt with by the Contact Centre
98,189
Whilst we’ve seen an increase in the number of calls dealt with by our Contact Centre this is in line with the increase in properties over the last 12 months (1.38% increase in enquires in line with our 1.41% increase in properties). We continue to promote residents contacting us via digital methods to enable our Contact Centre to respond to enquiries in a more timely manner, and this year we’ve seen a 28% increase in digital contact, which has in turn reduced our call wait time by 37% – from 473 seconds in 2023/204 to 299 seconds in 2024/25.
Following positive performance last year, we have reduced the target for this 360 seconds to 300 seconds. We continue to promote digital contact from residents, and have seen a further increase in residents signed up to MyHomeHub, with over 4000 accounts now registered.
Gender pay gap
%
We ensure employees are treated equally at all times, ensuring they have the same opportunities for development, recognition and reward. We’re proud that our average pay gap sits at 5.0%* versus the UK average at 13.1%. This year we have had a mix of new starters. More males were employed into our Property team, they are paid slightly more than other areas due to economic market conditions. Whilst our gender pay gap has increased compared to last year we are committed to maintaining equality. For more information on gender pay gap reporting visit our website at www.fairhive.co.uk/gender-pay-gap-reports.
*This figure shows the difference between the average hourly rate paid to men and women. The lower the figure the smaller the difference men and women are paid.
Gender pay gap
%
We ensure employees are treated equally at all times, ensuring they have the same opportunities for development, recognition and reward. We’re proud that our average pay gap sits at 5.0%* versus the UK average at 13.1%. This year we have had a mix of new starters. More males were employed into our Property team, they are paid slightly more than other areas due to economic market conditions. Whilst our gender pay gap has increased compared to last year we are committed to maintaining equality. For more information on gender pay gap reporting visit our website at www.fairhive.co.uk/gender-pay-gap-reports.
*This figure shows the difference between the average hourly rate paid to men and women. The lower the figure the smaller the difference men and women are paid.
Number of Inclusion Networks we ran
Internal meetings – making Fairhive
a great place to work
We hold Inclusion Network meetings to raise awareness of how our differences bring us together and make us great! Our Inclusion Networks are open to all employees, providing a safe space to share experiences and gain support from colleagues. 67 employees attended one of our 2024/25 meetings discussing serious allergies, neurodiversity and anti-racism. We were also approached by a resident who wanted to raise awareness about his diabetes, as this is a topic close to our hearts, we ran a special resident session, where our resident, supported by our Head of People, could raise awareness about living with diabetes.
Number of Inclusion Networks we ran
Internal meetings – making Fairhive
a great place to work
We hold Inclusion Network meetings to raise awareness of how our differences bring us together and make us great! Our Inclusion Networks are open to all employees, providing a safe space to share experiences and gain support from colleagues. 67 employees attended one of our 2024/25 meetings discussing serious allergies, neurodiversity and anti-racism. We were also approached by a resident who wanted to raise awareness about his diabetes, as this is a topic close to our hearts, we ran a special resident session, where our resident, supported by our Head of People, could raise awareness about living with diabetes.