How we're performing

Below is our performance summary for 2024-2025, along with our action plans to address areas identified for improvement.

Your safety and comfort are at the heart of everything we do, that why we make sure that all your homes have an up to date safety check, this includes gas safety inspections, fire risk assessments, asbestos surveys, legionella checks, and inspections of communal lifts.

As part of our ongoing efforts to improve your homes, we’ve also carried out detailed stock condition surveys on over 66% of properties to better understand where additional investment is needed. We plan to survey all remaining properties by the end of summer 2025. These surveys showed that 3% of your homes currently do not meet of the Decent Homes Standard — and while that’s not where we want to be, we plan to take action.

We're turning this insight into real improvements. Over the next two years, we’re investing over £1.6 million to upgrade your homes, specifically for work identified through the surveys, and planned improvements like new kitchens, bathrooms, and essential upgrades. These works will help ensure your homes meet the standards.

We’re committed to being open with you every step of the way and will keep you updated as these improvements are delivered.

We’re pleased to share that since our 2023–24 survey, we’ve seen a reduction in the number of anti-social behaviour (ASB) cases opened per 1,000 homes — including a drop in cases involving hate-related incidents. We believe this positive trend reflects the impact of our proactive approach to preventing issues before they escalate and the changes we made to the service as a result of your feedback from last year.

Using what you told us in 2023-24 we created an action plan to improve our ASB service so that you have a better experience when raising concerns. In May 2024, we introduced a new neighbourhood model, including the launch of a dedicated ASB Specialist role. This role has played a key part in working alongside our neighbourhood teams and staff across the organisation to provide targeted support, share expertise, and ensure a consistent, informed response to ASB.

To tackle issues early, we launched new ASB Surgeries – dedicated in-person sessions where you can speak directly with neighbourhood officers and our ASB Specialist. These sessions help us identify and address problems early, often before they become formal cases. Alongside this, we’ve ran awareness campaigns and shared clear guidance to help you understand what ASB is, how to report it, and what to expect when you do.

And it’s working. Our May 2025 ASB satisfaction survey showed strong results:

·         83% of you said we took their concerns seriously

·         86% felt their case was resolved to their satisfaction

While the number of formal cases may be down, this doesn't mean we’re seeing less ASB — it means we're spotting and resolving issues early, preventing them from escalating. That’s the power of being proactive, visible, and informed.

Looking ahead, we’re committed to building on this progress. Throughout 2025–26, we’ll continue to run ASB surgeries and awareness campaigns to empower more of you to speak up, get support, and play a part in keeping our communities safe and welcoming for everyone.

We know how important it is for your home to meet high standards — and we’re committed to making that happen. Following a series of in-depth stock condition surveys, we identified that a small percentage of your homes do not meet the Decent Homes Standard. While this isn’t where we want to be, we now have a clear picture of what needs to be done — and a strong plan to put things right.

We’ve also seen progress in how quickly we respond to day-to-day repairs, with more responsive repairs completed on time. However, we know there’s room to improve, especially in how quickly emergency repairs are completed — and we’re taking action.

A key part of this improvement is the introduction of a new repairs partner — LC Construction — starting in August 2025. This decision was shaped by direct input from you, who helped select the provider based on your needs and expectations.

LC Construction brings local knowledge, social housing experience, and a proven track record of high-quality service. Having worked with them previously, we’re confident in their ability to help us deliver a faster, more reliable, and resident-focused repairs service.

This is just the beginning. We’re putting customer feedback at the heart of how we improve — and we’re excited about what’s to come.

We’re pleased to report an improvement in the number of Stage One complaints resolved within the Housing Ombudsman’s Complaint Handling Code timescales. This progress follows a focused period of training across the Group, helping all our teams understand that resolving complaints promptly and effectively is everyone’s responsibility.

To strengthen this work, we’ve also appointed a dedicated Complaints Officer over the past year. This role is focused solely on managing and responding to complaints across the Group, ensuring they are handled consistently, fairly, and on time. We believe this investment is already making a difference — and this improvement is a reflection of our growing commitment to getting things right for you.

That said, we know we’re not where we want to be just yet. To address this, we’ve been carrying out detailed ‘complaint deep dives’ — reviewing where things went wrong, identifying gaps, and learning how we can improve our approach moving forward.

We’re committed to building a stronger, more responsive complaints service — one that puts customers at the centre, learns from experience, and keeps improving. There’s more work to do, and we’re on it.

Our latest Tenant Perception Measures have given us a clear view of how you feel about your homes and services. We’re really pleased to see improvements in several areas, including more of you feeling safe at home, feeling well informed, and saying we treat people fairly and with respect. There’s also been a rise in satisfaction with how we maintain communal areas, contribute to neighbourhoods, and handle anti-social behaviour.

However, we know there’s still work to do. The results show we need to improve overall satisfaction with our service, the quality and timeliness of repairs, how well we maintain homes, how we listen to you, and how we handle complaints.

To respond to this, we’re making changes. A new repairs contractor, LC Construction, will start in August 2025, bringing local expertise and a focus on delivering better, faster repairs. We’ve also introduced a dedicated Complaints Officer and are reviewing our processes to improve how we manage and learn from complaints. On top of this, we’re investing over £1.6 million in planned works to improve the overall condition and safety of your homes. We’ll continue to listen, take action, and make the changes needed to improve the services that matter most to you.