The review also sets out where we still need to improve. It shares what you’ve told us, how we’ve responded and some of the changes we’ve made as a result. You’ll also find key facts and figures about our performance.
Most importantly, it shows how your feedback continues to shape the way we work and the services we provide.
2026 in numbers
£428m
spent maintaining and improving your homes, including fixing issues and installing new windows and boilers.
£152
average weekly Peabody social rent. This is saving you a combined £1.1bn compared to renting in the private market.
243,000+
responsive repairs completed. Each of these helps to maintain your homes.
How your feedback made a difference
You told us to focus on delivering well-maintained homes and reliable services that are easy to access and use. You asked us to communicate with you more clearly and wanted a stronger voice in the decisions that affect your home and neighbourhood.
We’ve listened and used that feedback to shape changes during the first year of our three-year Group Strategy.
You said:
“Repairs need to be more reliable.”
So we expanded our local repairs teams.
This means more repairs are completed on target and on the first visit to your home.
You said:
“Standards need to be clearer.”
So we worked with you to develop new Service Standards.
This means you know what to expect, when things will be done and to what standard.
You said:
“Speaking with you needs to be easier.”
So we hosted more drop-in sessions on evenings and weekends and introduced Live Chat.
This means more opportunities to speak to us and quicker response times.
We’ve made progress in many areas, but some of you are still not receiving the service you should expect, and we’re determined to keep improving.
You said:
“Issues need to be resolved earlier, rather than letting them progress through a lengthy complaints process.”
So we strengthened how we handle complaints and made it easier for teams to share information.
This means fewer complaints progressed to stage two (down 20%).
You said:
“You want more influence over decisions.”
So we expanded resident forums and scrutiny groups and involved you in recruitment and service design.
This means more of you (2,462) got involved through a forum or panel and helped shape our services.
You said:
"You need to communicate more clearly.”
So we worked with you to devise letter templates and held Better Writing workshops for 600 colleagues.
This means letters and emails are easier to understand.
- Spent £428m maintaining and improving your homes, helping keep them in a good condition.
- 99.4% of your homes met the Decent Homes Standard, the government measure for ensuring your home is safe, well maintained and in a reasonable condition.
- Carried out more than 243,000 responsive repairs, addressing issues reported by you.
- Invested £74m in building safety, making sure your homes are safe and secure
- Added wet rooms, stairlifts and ramps to more than 1,000 homes so you can live more safely and independently.
- Expanded local repairs teams and brought repairs and neighbourhood colleagues together more closely to resolve local issues locally
What this means for you
- A safer, more comfortable home. 69% of you feel your home is safe.
- A better-maintained home. 62% of you said your home is well-maintained.
- A more efficient and higher-quality repairs service. 64% of you were satisfied with repairs and 72% of repairs were completed within target.
- A home that is easier to keep warm and has a lower carbon footprint. 84% of your homes now have an Energy Performance Certificate (EPC) rating of C or above.
- Significantly reduced Contact Centre phone and email response times – the time taken to answer calls fell by 31% and emails by 50% compared with the prior year.
- Introduced new Service Standards so you know what to expect and to help make our services more consistent.
- Expanded the Contact Centre team, introduced Live Chat and held mystery shopping exercises to see where we could improve.
- Improved repair tracking and quality checks and monitored contractors more closely to reduce unnecessary repeat visits.
- Held resident listening events at different times and locations so more people could attend in person.
What this means for you
- Clearer standards setting out what you can expect and by when.
- Less time spent waiting to speak to a colleague in the Contact Centre. The time taken to answer calls fell by 31% and emails by 50% compared with the prior year. Live Chat handled 21,000 conversations.
- Repairs that are completed to a high standard on the first visit.
- More opportunities to speak to local teams face-to-face.
Want to know more?
Our full review includes more about the past year and the progress we’ve made to improve your homes, services and neighbourhoods
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Rebuilding trust through better communication
Residents living in Fish Island Village in Tower Hamlets wanted more information about how we were dealing with issues in and around their homes. These included problems with communal doors, uneven pavements, leaks, heating and hot water. To address this, we made it a priority to update residents regularly and try and regain their trust.
Over the past year, colleagues from a range of teams, including Development, Communications and the local Neighbourhood Manager, have regularly posted information to the neighbourhood webpage and shared newsletters and posters. They’ve also held fortnightly drop-in sessions and introduced a neighbourhood teams chat on WhatsApp to share information quickly and easily. And the result? We’re slowly building back trust.
We’ve delivered two complex major repair projects, keeping residents informed throughout the process, and are consulting with them on a new concierge service. They’re giving us feedback on the gym and we’ve worked together to set up a neighbourhood book exchange. Feedback from residents has been positive with one thanking us for ‘sharing regular updates and comms with the community’. We’re not there yet, but our efforts are starting to make a difference.
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Working together to make improvements on the Nags Head Estate
Residents on the Nags Head Estate in Tower Hamlets had raised concerns about damp and mould and several disrepair cases. We agreed to invest £3m over two years in the estate and started talking to residents so they could tell us how the money would be best spent.
We began holding regular drop-in sessions where residents could talk with Peabody colleagues from the Repairs, Neighbourhood and Community Safety teams about things that concerned them.
Colleagues were also on hand to visit residents’ homes and help resolve any issues.
One of the things residents told us was that they wanted to have communal areas they could call their own and where they could grow food and socialise. We helped them set up a working group that meets every two weeks to share ideas and work on the garden. We’re also supporting the estate’s Tenants and Residents Association to apply for funding to improve other parts of the area, and together we’ve made plans for a new laundry building and a new contractor to tackle ventilation issues.
It’s still early days, but the regular sessions are helping residents and local teams build a better working relationship and tackle issues together.