Our performance this year: what it means for you
This year we invested more in the things that matter most to you, safe and well-maintained homes, and a better repairs service. We also supported thousands of people through community projects and care and support services, while listening to your feedback to shape improvements.
We’ve published three reports that show:
What we did
The improvements and how we’ve invested in your homes and services.
What you told us
How residents are influencing decisions and shaping change
How we manage our finances
Giving you a clear picture.
Investing in your homes
Keeping homes safe, warm and well maintained
We spent £431m to keep homes safe, warm and well maintained
Providing energy efficient homes
Nearly 82% of homes now meet EPC C or above, the government’s benchmark for good energy efficiency. This means homes are warmer and cheaper to heat
Investing in building safety
We spent £71m on building safety, including replacing fire doors and removing unsafe cladding
Repairs
Repairs remain one of your biggest concerns, so we’ve made our service more local. Contractors are now based in the communities they serve, so you see familiar faces and quicker responses.
What we did
We carried out 357,556 repairs, from fixing boilers and leaks to tackling damp and mould
Dealing with issues quickly
Local teams mean problems are dealt with faster and with better follow-up
Rising satisfaction
Repair satisfaction has risen slightly to 64%
Supporting you
Helping households gain extra income
Our money advice team helped households gain an extra £3.5m in income
Care and support
We supported 25,000 people through care and support services
Community investment
We invested £9m in community projects, funding activities and opportunities for 30,000 people
Listening to you
Residents sharing views
2,250+ residents joined events to share views and influence decisions
New regional forums
We launched three new regional forums and supported 55 residents’ associations
Resolving complaints
You raised 6,441 complaints, which we resolved using a new system that prioritises serious issues like damp and mould
A new resident panel
A new resident panel now reviews how we handle complaints
What you told us
of residents say they’re satisfied overall
of shared owners are satisfied – this is an area we must improve
just over half feel we listen and act on feedback
How your rent is invested - for every £1 of rent we receive:
goes on day-to-day repairs
is invested in major works like new kitchens and bathrooms
funds housing management and customer services
goes to financing loans – so we can keep improving homes and service
Our priorities for the year ahead
We know satisfaction must improve. This is our top priority, along with:
Delivering quicker, better repairs
Communicating more clearly
Setting service standards you can hold us to
Improving services for homeowners
How we are doing: Tenant Satisfaction Measures
