Hi everyone
 
I’m really pleased to share your Customer Annual Report, reflecting on everything we’ve achieved together from April 2024 to March 2025.
 
Over the past two years, we’ve focused our Corporate Plan on continuous improvement, and I’m happy to share that it’s working. In 2024/25 we improved our Tenant Satisfaction Measures in 11 out of 12 customer perception categories, and strengthened our regulatory readiness, and this year, this resulted in receiving the highest grading from the Regulator of Social Housing for meeting the new consumer standards: a C1.
 
The general election brought a renewed focus on social housing, and we’ve embraced changes brought in by the new government, including the Affordable Homes Programme, Consumer Standards and Awaab’s Law. These come with new responsibilities, and we’ve stepped up to meet them.
 
Listening to you has been key to our progress. We’ve engaged with thousands of customers and now regularly work with 136 involved customers, plus many more digitally. Your feedback has shaped everything this year from the repairs service to where we focus our community investment.
 
Repairs have always been one of the things customers care deeply about - and I know it’s been a source of frustration at times. Thanks to your input and the work of our Scrutiny Panel and intervention team, we’ve made big changes that have led to real impacts.
 
We’ve cleared the repairs backlog, and now book all new repairs and follow-on work within 24 hours. There’s still lots more work ahead, but it’s a big step forward in making our services more responsive and reliable.
 
We’ve also made progress in home safety and future-proofing. We’ve improved our home condition data and completed 10,500 Tenancy Experience Visits (TEVs), helping us better understand your needs and build stronger relationships with you.
 
We’ve also continued to be busy in our communities. Nine summer events brought together over 2,700 attendees, and we added to these a winter wellbeing events programme. We also held 324 neighbourhood inspections, walking side by-side with you to keep our spaces clean, safe and welcoming. The feedback we heard at these events is already helping us shape future investment, and the new Community and Neighbourhood Action Plans.
 
Thank you to everyone - customers, colleagues, volunteers, and Board and Committee members - who’ve helped drive positive change. Your time and care mean everything, and you’ll see in this report that they’ve helped us stay true to our purpose: to be more than just a landlord and create real opportunities for our customers and communities.
 
Warm wishes,
 
Nic Kershaw
Chief Executive Office