Customer reports

We want to make it easy for customers to know more about our services and performance.  

Every year we publish an annual report to customers, where you can find out how we’re performing on the things that matter to you - including putting things right if they go wrong and what improvements we're making in areas where we need to do better.  

In this report you can read about our performance and achievements over the year from 1 April 2024 to 31 March 2025. There’s also information about our key services and support available to customers and communities. 

The report includes our performance against the Tenant Satisfaction Measures (or TSMs), introduced by the Regulator of Social Housing. Some of those measures and services improved - such as satisfaction with repairs and how quickly complaints are responded to - but both these areas are ones where senior staff know that more still needs to be done. 

We listened to customer feedback on last year’s report and what they wanted to see done differently in terms of format and content; insight that’s guided this year’s version. 

You can also find reports for previous years on our Publications page.

Customer Annual Report 2024/25

Some highlights of the year

• Launched our new Customer Experience Strategy - Better Together – shaped by customer feedback, guiding how we operate and deliver services to our customers.  
• Set up our new Customer Engagement Model – a place where customers can provide their insight and hold us to account.  
• Introduced Engage, a digital space – where customers can share feedback, ideas and help to shape our services.  
• Launched our ‘Close the Loop’ initiative – proactively contacting customers who’ve had a poor experience, to put things right and resolve issues earlier. 
• Launched a ‘You Said, We Did’ webpage – showing how feedback from customers is shaping real change.  
• Went live on a new single website for all customers – bringing together our previous organisation sites into one easy-to-use platform. 
• Rolled out our new Customer Promises – focusing on complaints and repairs.