A new strategy shaped by you

We’ve launched a new three-year strategy – and your feedback helped shape it.

Published: 13/06/2025

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You told us repairs need to be faster, communication clearer and that we need to do more to keep homes and neighbourhoods looking their best. You also said service charges should be easier to understand and it should be simpler to share your feedback. 

This strategy sets out how we’ll do that by:  

• Making repairs easier to report, quicker to resolve and keeping you updated 
• Setting clear service standards so you know what to expect from us
• Making service charges simpler and clearer – especially for homeowners
• Using complaints and feedback to fix recurring problems
• Investing in the safety and maintenance of homes and shared spaces with a long-term plan. 

We’re also creating more ways for residents to have a say – through forums, panels and local activities. You’ll start seeing these changes over the coming months and we’ll keep you updated as we go.