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.
Nic Kershaw
Chief Executive Officer
Introduction to our 2024/25 Customer Annual Report
Each year we set ourselves objectives in our Corporate Plan aligned to our 3 key priorities; people, place and prosperity. In this report, you can read how we’ve performed against our priorities, what we’ve done, and what we could’ve improved.
Consumer standards
In addition to our corporate objectives, the Regulator of Social Housing released a set of consumer standards designed to protect tenants and improve the services we offer. From 1 April 2024, all social landlords have had to demonstrate that we’re meeting these standards.
You can see a summary of what the four standards require, and the ways we approach and meet their requirements on our website.
In this report, we’ll also show how our objectives for 2025/26 look to improve on our performance in 2024/25, increase customer satisfaction, and meet these standards.
The Regulator of Social Housing released a set of consumer standards designed to protect tenants and improve the services we offer. From 1 April 2024, all social landlords have had to demonstrate that we’re meeting these standards. This is what the four standards require of us, and the ways that we approach and meet those requirements:
Safety and Quality standard – This standard focuses on ensuring landlords understand the condition of all their homes and use that data to provide safe, quality homes. Landlords are required to deliver repairs, maintenance and planned improvements in an effective, efficient and timely way, and must be clear on their health and safety responsibilities.
Transparency, Influence and Accountability standard – This standard ensures landlords are transparent with customers, treating them fairly and respectfully so they can access services. Customers must be able to voice concerns where necessary, influence decisions, and hold their landlord accountable.
Neighbourhood and Community standard – This standard helps ensure our communities and homes are safe places for people to live, and sets out expectations for us to work with relevant partners to promote social, environmental and economic wellbeing in our areas. It ensures we address anti-social behaviour, work to prevent hate crime, make common and shared spaces safe, protect people experiencing domestic abuse, and work with other agencies.
Tenancy standard – This standard outlines the fair allocation and letting of homes, as well as requirements for managing tenancies.
Consumer standards -
what they are, what they mean for you
About Awaab’s Law
Throughout this report we talk about what we’ve been doing to prepare for Awaab’s Law. Awaab’s Law is a new law that comes into force on 27 October 2025. It requires social landlords to fix reported damp, mould and emergency repairs within strict timeframes.
The law will focus first on damp and mould before covering further housing hazards from 2026. The Government has published guidance to help landlords like us understand these new requirements and prepare.
You can read about this in more detail on our website.
