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Valleys to Coast celebrates achievements in a year full of unprecedented challenges

A new Chief Executive, award-winning eco-homes, and our response to the pandemic; Valleys to Coast reflects on a transformative year.


Reflecting on the last year in our Annual Review, Valleys to Coast has been able to look back on a year that has seen a new Chief Executive join, tenants moving into innovative new homes, helping customers through tough financial times and dealing with the coronavirus pandemic completely changing the way we live and work. 


This unprecedented year has been captured in both our financial statements and in a short Annual Review video, featuring the key highlights of the year and Valleys to Coast staff, sharing their experiences of how we have had to adapt our services since lockdown in March.



Financial Statements for 2019/20. (Opens in new window)


More importantly than ever, Valleys to Coast is committed to supporting its customers and colleagues, and has ensured over the last year that it is providing homes where people can feel happy and safe.


Here are the key findings from our Annual Review and Financial Statements:


Supporting customers


Valleys to Coast has adapted throughout the pandemic to continue providing support to customers and ensuring they remain able to access services when needed. All customer services, except face-to-face, were successfully moved to home-working and remained available from 9-5. 


Our teams have been working hard to ensure that we are providing value for money, our Money Matters and Welsh Water teams have saved approximately £1.26m for customers in the year. We also helped a 99-year-old customer reclaim £5,000 in time for their 100th birthday. 


By staying connected with our customers and continuing to provide excellent service, more than 81% reported at the year-end that they were satisfied with services. Valleys to Coast is proud to deliver quality homes and services to our customers, who are at the heart of our organisation. 


Building safe and desirable homes 


The average time taken to complete repairs in our properties substantially exceeded performance targets, with urgent repairs being completed within 4 and half days, and emergency repairs resolved within 9 hours. 


In August, we saw the first Valleys to Coast tenants move into our brand new, low-carbon homes. The ski-lodge style ‘Barnhaus’ properties won the national Grand Designs’ Self-Build on a Shoestring competition for its innovative, eco-friendly design. 


By partnering with Pentan Architects and SEER Construction to build these eco-homes, we have been able to make affordable, energy-efficient housing a reality for families in Bridgend.


Darrin Davies, our Director of Development & Asset Investment said:


“Not only do we aim to provide homes that are happy and safe for our tenants but we want them to be good for the environment too. We will use what we have learnt from the design and delivery here to help us to develop the specification of our future homes with the aim of delivering high standards of energy efficiency, low carbon footprints and homes that are cheaper to run.”


With an additional £6.9m invested in carrying out planned repairs and improvements to our housing properties, we are supporting our ambition to create safe and desirable homes for our customers. 


A transformative year


Back in February, we appointed a new Chief Executive, welcoming Joanne Oak. Speaking at the Annual General Meeting in September, she said: 


“This last year can only be described as unprecedented; a word, I think, many of us have been hearing time again. Valleys to Coast has been on and continues to be on a journey and we’ve been focusing a lot on our core business. Like many other businesses, we’ve been impacted by the pandemic. Despite these challenges, I’m really proud of my colleagues and our teams and how they’ve worked extremely hard to do the best under these difficult circumstances. I’d also like to take this opportunity to thank our customers for their understanding and support.”


During the year, Valleys to Coast also welcomed new appointments to it’s Board and Audit Committee following the retirement of long-serving Chair John Kinder. Joanne Smith has joined  us as Vice Chair of the Board, and Sophie Taylor as Audit Committee Chair, bringing with them a wealth of experience and understanding of the housing sector. 


We’re looking forward to what the next year will bring, but here at Valleys to Coast, we feel it's as important as ever to make sure that we take the time to celebrate everything we’ve achieved in what has been a challenging year for all of us.


We hope the next year will be another year of building a better Wales, supporting our colleagues, and providing homes where our customers can feel happy and safe.