Quarterly report April-June

We're continuing to invest in improving our repairs service - including extra focus on completing more repairs more quickly. This is beginning to have a positive impact on how customers rate their experience but know there's still more to do. 

Customer feedback shows that a positive repairs experience isn't just about getting a repair done quickly. It's also about reliability, clear communication and knowing what's happening throughout the process. So, we're working closely with our contractors to deliver repairs more quickly and consistently. Each local property team reviews performance every week and we're investing in systems that give us real-time visibility of repairs, enabling us to identify issues and act sooner. 

We've also strengthened our training and introduced clearer expectations for teams around how we handle complaints, so we can further improve the standard of service we give and reduce the need for customers to chase us for updates.

Delivering against the requirements of Awaab's Law also remains a key priority, helping us take swift action when customers report damp and mould concerns. And we're preparing for wider implementation of this Law to cover other hazards in autumn 2026.

When things go wrong, we want customers to feel confident raising concerns and to trust that we'll listen, act and learn from the experience.

There's a gradual improvement in satisfaction with complaint handling and an improved 'Close the Loop' approach makes sure customers get timely updates and understand what action has been taken from their feedback.

We've also made it easier for customers to tell us when something isn't working as it should, and to help colleagues identify concerns and act more quickly. Once we've sent customers the outcome of a complaint, we follow up within 48 hours so that we can address any remaining concerns and improve their overall experience.

If you'd like to help shape our services, you can join digital platform, Engage , our online customer community, where you can take part in surveys, polls and projects that influence future decisions.

“I’ve had reason to complain previously, and I have to say, I feel much more reassured about the process now, and feel that you are listening and that my issue will be resolved.” - Customer feedback (June 2026)

We know that feeling safe in your home and neighbourhood matters, so we put improvement plans in place earlier this year across our localities and are seeing satisfaction levels steadily increase. Encouragingly, four areas met or exceeded their satisfaction targets this quarter, with a five more coming within 5% of target.

• For ASB Awareness Week in June, we joined a national campaign led by Resolve to raise awareness of anti-social behaviour and the support available to residents. SNG colleagues also attended events in local communities and at the Houses of Parliament, to discuss the impact of ASB on customers and neighbourhoods.
• To provide a more consistent experience for customers, we'll be rolling out extra ASB training by October 2026. We're also strengthening contact with customers before we close ASB cases - making sure concerns have been addressed; we’re keeping them informed; and they can give us feedback before a case is formally concluded.
• Alongside this, we're reviewing how we respond to hate crime and will introduce a new Hate Crime Policy later this year after input from our Customer Influence Panel.
• We're continuing to share examples of customer feedback leading to positive change through our You Said, We Did updates. Recent work has focused on tackling rough sleeping, improving neighbourhood safety and supporting customers when things go wrong, helping create safer, more secure communities for everyone.

You said: Customers at Charter Road in Chippenham, Wiltshire had raised concerns for some time about fly tipping and issues around communal bin stores, which were affecting the appearance of the estate and overall customer experience.

We did: We worked across several teams to deliver a major improvement project: upgrading four bin store areas and tackling long-standing waste management challenges. 

This has transformed problem areas into cleaner, safer and more welcoming spaces for residents: reducing fly tipping, making the estate look better and helping create a neighbourhood customers can feel proud of. It's a great example of how listening to customer concerns and working together can deliver lasting change.

Customer satisfaction with our service and the helpfulness of our advisors continue to improve. Focusing on recruiting the right people, embedding our customer service training and giving new staff ongoing support helps make sure customers receive a high-quality service every time they contact us.

We're also helping customers get answers and resolve issues more quickly by focusing on resolving things when you first get in touch, reducing waiting times and investing in digital improvements so it’s easier to access our services and have a smoother experience from start to finish.

“I spoke to the nicest lady I’ve ever spoken to; she’s very kind and calm. She was very understanding when I first spoke to her. I felt really down but she gave me her time and lifted me up like an angel. I wanted to say SNG are very lucky to have her in their team” - Customer feedback (Hertford CC, Q1 - 2026)

“I called in and spoke to a lovely lady who listened and went out of her way to find me some help.” – Customer feedback (Basingstoke CC, Q1 – 2026)

Visit our safety advice and information pages to find out how you can help keep yourself, your neighbours and your community safe.

Looking for ways to live more sustainably? Visit our Going Green pages pages for practical tips – or find out more about our employment and skills support.

We believe the best services are designed with customers, not just for them. So we're creating more opportunities for you to influence decisions, shape services and help us improve.

• In May, we launched our £240,000 Public Living Rooms programme in partnership with Clarion, Peabody and Camerados. The initiative will create welcoming spaces where customers, communities and colleagues can come together, build connections and have informal conversations about local issues. The first Public Living Rooms, including one at our Basingstoke regeneration site, will open later this year.
• Our Scrutiny Panel delivered its second Scrutiny in a Day, focusing on customer communications about retrofit improvements and identifying opportunities to improve awareness and engagement.
• We also hosted Big Community Conversations in Homerton and Wantage, speaking directly with residents about local priorities and concerns. These conversations are helping us better understand what matters most to customers and how we can improve local services.
• Our podcast, Turning the Key at SNG, continues to grow and attracted more than 600 listens this quarter. We're now planning the next series and have been invited to host a live edition at the Housing Association Charitable Trust (HACT) Conference later this year.
• Customers are helping shape how services are delivered at SNG. Residents from across our communities took part in a Procurement Workshop that led to the creation of a new Resident Procurement Charter, helping ensure customer priorities are considered when we choose future contractors. Customers are already using their experience and insight to help evaluate bids for SNG's new cleaning contract.

• Helped customers to save over £618,632
• 542 customers supported around fuel poverty interventions
• The service also generated over £17,343,542 in social value

• 2,497 financial inclusion outcomes (including helping customers access the benefits and government support they’re entitled to)
• 394 digital inclusion outcomes achieved

• 92 jobs were secured for customers
• 815 training courses or other outcomes achieved
• 11 people supported with business start-ups and into self-employment.
• 621 customers engaging with our ‘Support for You’ offering

• 109 community organisations supported
• 2,861 engagements in Community Investment projects

• The team secured £447,111 of external funding to enable our services and support to help even more customers.

Through our Positive Pathways Programme, we're investing in opportunities that help young people develop skills, confidence and aspirations for the future.

One project, Creative Pathways Basingstoke, has involved more than 60 young people through music, creativity and community-based learning. Over the last six months, they've taken part in workshops to build communication, teamwork, leadership and wellbeing skills.

It's been particularly successful in supporting young people who previously lacked confidence: helping them find new ways to express themselves, support their peers and take on leadership roles. It's also created inclusive opportunities for young people with additional needs - so everyone has the chance to develop skills that will support them in education, employment and everyday life.

Our ConnectED Communities Fund enables us to support projects that bring people together, improve wellbeing and create inclusive opportunities for customers.

One example is Generation Circus; a project designed specifically for people aged 50 and over. Participants meet regularly to learn new skills such as aerial arts, juggling and hula hooping in a welcoming and supportive environment.

The project's helping customers build confidence, stay active, develop new friendships and challenge the misconception that age should limit opportunities. By supporting initiatives like this, we're helping create stronger, more connected communities where people can thrive at every stage of life.

We know that being unable to access the internet, use digital devices or navigate online services can make everyday life more difficult, so we've launched a new Digital Inclusion support service: offering a simpler way for customers to access tailored digital support.

Recently, we supported Elizabeth after identifying that she didn't have a smartphone, internet access or suitable equipment at home. After assessing her needs, we provided a laptop and a Wi-Fi device through a digital grant, helped her get everything set up remotely, and connected her with local computer training. She'll also have the chance to progress to more advanced online learning in the future.

By providing the right equipment, training and ongoing support, we're helping customers develop the confidence and skills they need to access services, stay connected and improve their independence.

“Over 50s have so much to give. We are not invisible - and thank you for recognising that.” - ConnectEd Communities - Generation Circus participant