Quarterly report July-September

We’re in the final phase of our £250 million regeneration of Stockwell Park, delivering new and refurbished homes, greener streets, and upgraded community spaces.

Recent improvements include new trees, rain gardens, and public art, plus safer, more attractive loop roads for pedestrians and cyclists. Parking has moved underground, with enhanced lighting, security, and ventilation, and space repurposed for future workshops and studios.

New indoor recycling points and secure bike stores support cleaner, greener living. Fast EV chargers and a growing car club (now 480 members strong) further promote sustainable transport.

Local schoolchildren helped design artwork inspired by Stockwell and Brixton’s heritage - adding a personal touch to the estate’s new look.

We were delighted to partner with our contractors, Ridge, on their ‘Next Chapters’ series, helping SNG customers overcome barriers to employment. In the first interactive online workshop, five customers explored challenges like low confidence, gaps in employment, and lack of experience - while hearing directly from Ridge professionals about what employers value most.

The impact speaks for itself:

• 100% found the session extremely useful
• Confidence jumped from 3.25 to 4.75 (out of 5)
• Stress and anxiety around job searching significantly reduced
• Every attendee would consider working for Ridge.

One customer noted:

“I realised how much I was missing in my CV and cover letters. This course boosted my confidence - I’m ready to apply for jobs!”

This shows how the right training at the right time can unlock confidence, build skills, and open doors to new opportunities. We’re proud to see customers taking their next steps toward employment so please do get in touch if you’d like support.

500 young people attended Didcot’s first-ever Youth Festival in July - a vibrant, youth-led event packed with music, art, wellbeing activities, and opportunities to connect with local services.

Supported by £5,000 from SNG’s #iWill Fund (plus £3,000 local support), the festival featured eight activity zones and a careers-style space with organisations like SOFEA, Inspire Sounds, and SOHA.

This is one of 12 #iWill Wellbeing and Social Action Festivals running through 2026, as part of our £1m Wellbeing Champions Programme, creating youth social action opportunities and supporting mental health.

Through our In-Work Coaching programme, one customer transformed her career and confidence. Initially feeling undervalued and unsure of her next step, she worked with us to:

• Identify her strengths and set a clear career direction
• Refresh her skills with training and digital support
• Update her CV and create tailored cover letters

Her confidence soared; she applied for a management role, nailed the interview, and secured a job with an annual salary increase of £16,000!

“You guided me through it all, took me completely out of my comfort zone and helped me grow in all aspects - from CV building, confidence building, educating myself - right through to employment.”

Visit our Employment & Skills page to find out how we could help you land your dream job (or just earn a bit more).

We’ve published our Impact and Sustainability Report [pdf, 4.49MB] , which showed that SNG generated a social value of £140.6m last year – up 37% from the year before.

The report explains what social value means and shares examples of some of the great projects and partners we work with. Our upcoming SNG Community Foundation will build on this work too, aiming to unlock £1bn of social impact over the next 10 years in the communities where we operate.

Success story spotlight

A customer from Dorset, referred to our Employment and Skills service back in March has just started her new role as an Early Years Education Apprentice at a local nursery in Blandford.

With the support of an SNG training grant, she completed several courses that boosted her skills and confidence. To make sure she was fully prepared for her new role, we also provided essential items through our work grant.

This is a great example of how, together, we’re helping people take positive steps toward their future.

SNG has secured a £100 million loan agreement with Lloyds - partially backed by the National Wealth Fund - to support the sustainable retrofit of thousands of social homes.

This funding will accelerate our existing retrofit programme, aligned with our Homes and Place Standard, helping us deliver warmer, more energy-efficient homes and better places to live. Over 15,000 homes are set to benefit.

We celebrated the progress at Ash Tree Court, our temporary accommodation scheme in Christchurch, with an Open Day showcasing the support available there to homeless families.

Thanks to SNG teams and Housing Officers from BCP Council, more families are moving into permanent homes, freeing up space at Ash Tree Court for others in need. Property upgrades, including new kitchens, bathrooms, and outdoor improvements, are also underway at the scheme.

Despite a rainy start, the day was filled with community spirit - customers past and present joined us, children made fruit pots and played, and colleagues from across SNG and the local authority came together to celebrate.

One former customer returned with her family to share how much the support at Ash Tree Court had helped her find a permanent home.

Sophia Newman, a passionate gardener from Bovey Tracey in Devon, has been celebrated for her impressive, green-fingered talents. She took first place in our In Bloom competition, winning the ‘Home Garden In Bloom’ category.

Sophia wowed this year’s judges with her vibrant and colourful garden, showcasing a wonderful mix of creativity and skill. In recognition of her achievement, she received £200 in vouchers and a trophy.

Read more about all of this year’s winners and get inspired for next year’s competition!

In just two weeks, 31 customers took part in two inspiring AI-focused digital skills workshops, delivered in partnership with Cosmic. Participants built their confidence, sharpened their critical thinking, and explored how AI can support everyday life and career goals.

Customers learned how to use tools like ChatGPT for goal setting, confidence building, and routine planning, as well as how to write effective prompts for self-coaching, interview prep, and prioritising tasks

Find out more about our partnership with Cosmic and how you can get involved in any upcoming workshops.

• We know this is an area where we need to keep improving, so we’ve continued to enhance the service with strong forecasting and capacity planning. Our complaint response rate continues to improve versus financial year 2024/25. In October we achieved  87% for all complaints. Our response to complaints within our target timescales remained stable– 90% at Stage 1 and 85% at Stage 2.
• Our Complaints Customer Promise tells you more about how we handle concerns, act on feedback - and what to expect if you make a complaint.

• Satisfaction with repairs improved to 82% (from 80.2% in Q1) and our ‘close the loop’ work is also helping to flag any issues quickly so they can be resolved. 
• Satisfaction with how easy it was to get a repair carried out was 7.2 out of 10 (where 1 is not at all easy and 10 is very easy).
• Our Repairs Customer Promise outlines how we aim to complete repairs promptly, and what we need from you to help deliver a smooth service. A separate Promise is being developed for London & East customers, where repairs are carried out by contractors rather than our SNG trades team.

Here are some other key performance figures for the quarter:

• How much customers trust SNG - 66.0% satisfaction
• How satisfied or dissatisfied customers are that SNG listens to their views and acts on them – 53.3% satisfaction 
• How satisfied or dissatisfied customers are that SNG keeps them informed about things that matter to them – 70.7% satisfaction

“When it came to the complaint, the person was very helpful. And they dealt with it much quicker than they have in the past" - Customer feedback (September 2025)”

• Helped customers to save over £352,068
• 351 customers supported around fuel poverty interventions
• 975 customers supported through our ‘support for you’ service.
• The service also generated over £15m in social value

• 2,580 financial inclusion interventions (including helping customers access the benefits and government support they’re entitled to)
• 256 digital inclusion outcomes achieved
• 39 customers engaged in pre-tenancy support delivered by social enterprise Your Own Place (YOP), covering money management, housing advice, tenancy guidance, and tips for managing living costs.

• 123 jobs were secured for customers
• 830 training courses or other outcomes achieved
• 14 people supported with business start-ups and into self-employment.

Here’s some fantastic feedback from Stuart, who took part in one of our Digital Inclusion workshops, run in partnership with Cosmic. These are designed to help customers build the skills they need to thrive in today’s digital world:

 “I had the opportunity to take part in training sessions that provided invaluable support in enhancing my skills and employability. Suzi, my trainer, would revisit previous topics to make sure everything stuck. It made a big difference to my confidence. What I enjoyed most was learning something new that I could use. Adding new skills to my CV felt like progress – it reminded me that I was still growing and learning.”

• 70 community organisations supported
• 256 customers supported through digital inclusion activities, from help using the internet to apply for jobs, to accessing training to help stay safe online.

• The team secured over £773,000 of external funding to enable our services and support to help even more customers.