Quarterly report January-March

Although the overall perception of our repairs service has been continuing slightly upwards, we know this is an area where we need to keep improving.  

We’re focused on delivering more repairs more quickly and strengthened the service by appointing a new regional director for our London & East region. This will help us further integrate our systems, processes and operating models as well as giving clearer accountability.  

We also held a ‘contractor collaboration day’ in February to develop joint plans to improve the service in these areas, particularly about ‘first time fixes’, follow on works, communication with customers and what parts are held as standard on vans. 

Delivering against the requirements of Awaab’s Law to take swift action if you report damp or mould in your home remains another key focus area.

We've looked closely at the reasons behind the increase in complaints this quarter and taken action to address issues customers told us about. This includes improving how we manage follow-on repairs; strengthening how concerns about staff behaviour are investigated and addressed; and working with our Aftercare teams to improve communication and reduce delays. We've also improved how complaints are allocated and managed – so we can handle cases more efficiently and respond to customers within our service standards.

If you’d like to get involved and help shape the decisions we make, you can join our digital platform, Engage . There, you can take part in surveys and polls, share your ideas, give feedback, and contribute to meaningful projects. 

“I would like to thank you for personally treating me with kindness and respect. I truly appreciate your professionalism and care.” - Customer feedback (March 2026)

• We know ASB affects customers and communities and, to help improve customer satisfaction with this, we’ve launched an improvement plan. Our new Head of Tenancy Sustainment and 4 ASB officers mean we’re better able to deliver more timely, effective ASB interventions and better outcomes for customers.
• We’ve also re-launched our internal ASB groups so that we have better oversight on activity, can share learnings and support a more coordinated and effective response for customers.
• We’re currently reviewing our approach to hate crime and will bring in a new Hate Crime Policy later in the year.  
• Our You said, we did webpage continues to showcase how customer feedback has directly influenced service improvements. Recent examples include extra support to improve local access to food banks in vulnerable communities; addressinganti-social behaviour (ASB); improvements to neighbourhood safety and security; and community projects to improve support for young people.

You said: Customers at Knights Quarter raised concerns about persistent ASB affecting their sense of safety and wellbeing at Tristram House. Issues included ongoing noise, disorder and risks to the wider community, leaving some feeling unsafe in their homes. 

We did: We took a firm, coordinated approach to address the ASB and protect residents. Over several months, our teams worked closely with key partners including the police, local council and health and social care services.

By working together, we were able to respond quickly to reports of serious ASB and safety risks; put safeguarding measures in place for vulnerable people; use appropriate legal action where behaviour continued or escalated; and support other affected households in the building. This sustained partnership working led to the successful resolution of a long‑running case and removing the source of ongoing ASB.

You said: Customers on an estate in Wiltshire raised concerns with fly tipping and poor bin stores affecting the cleanliness, safety and overall look of the area.

We did: Rather than applying short‑term fixes, we listened to concerns and worked with others to deliver a long‑term solution: a coordinated upgrade of four bin stores to address the root problems of design and maintenance. The spaces are now cleaner, safer and more functional, helping to support better use and reduce future issues while contributing to wider improvements across the neighbourhood.

Customer satisfaction with our service and the helpfulness of our advisors continues to improve. We've strengthened how we recruit, train and support colleagues to make sure customers receive a consistently high-quality service every time they contact us.

We're 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.

“Denise went above and beyond in her efforts to assist me. She clearly explained what actions were required, set realistic expectations, and kept me informed at each stage. What stood out most was Denise’s commitment to delivering excellent customer service. Her communication skills and attention to detail reflect a very high standard of service, and she is undoubtedly a credit to SNG.” - Customer feedback (March 2026)

Visit our safety advice and information to find out how residents have a vital role in keeping everyone safe: from keeping shared areas and escape routes clear to only buying chargers and appliances from a reputable source to reduce the risk of electrical faults.

Or why not get inspired to improve your own green space, save water or recycle more – check out our Going Green pages for great advice and useful links.

We worked with LGBTQ+ customers through an Engage focus group to better understand their experiences. 71.4% of participants told us they feel safe and respected by staff and 85.7% felt safe and respected both in their homes and communities. The feedback supported our successful HouseProud re-accreditation, and we're now exploring a dedicated customer group to continue these important conversations. 

Following a successful funding bid, we launched the Public Living Room programme in partnership with Camerados, Clarion, Peabody and Guinness. With £114,000 of investment, we'll create 50 welcoming community spaces over the next two years, helping residents connect, build confidence and lead activities in their local areas. 

In March, residents took part in our first Scrutiny in a Day session, reviewing completed repairs and providing real-time feedback and recommendations. This included exploring use of what3words to help repairs teams find properties more easily. We also completed a scrutiny review into access issues for stock condition surveys. 

Our Big Community Conversations have enabled us to have more than 100 meaningful conversations with customers across two localities. Their feedback highlighted the importance of being visible and listening to customers in their communities, and we plan to continue these events monthly in priority areas.

• Helped customers to save over £2,286,159 
• 1,192 customers supported around fuel poverty interventions 
• The service also generated over £119.4m in social value

• 8,065 financial inclusion outcomes (including helping customers access the benefits and government support they’re entitled to) 
• 1,012 digital inclusion outcomes achieved

• 537 jobs were secured for customers 
• 3,640 training courses or other outcomes achieved 
• 50 people supported with business start-ups and into self-employment.

• 289 community organisations supported 
• 12,748 engagements in Community Investment projects
• 2,699 young people taking part in social action through #iWill Fund

The team secured £2,185,617 of external funding to enable our services and support to help even more customers

• For some customers, reliable internet access isn’t easy to come by so, to help address digital exclusion, we partnered with Jangala to introduce Get Boxes across some of our schemes. Get Boxes are compact, portable WiFi hubs designed to provide free internet access for people experiencing digital poverty.
• With the support of our Scheme Officers, 20 Get Boxes were installed across several Housing for Older Persons schemes. Twelve months on, the impact of this small piece of technology is clear: 
  • 216 unique resident devices connected 
  • 7,389 hours of WiFi access provided 
• Residents are using the connection to build confidence following our Tea and Technology digital skills sessions, access online services, manage health appointments, search for work, continue learning, and stay in touch with loved ones. 

This project shows how a straightforward, practical solution – delivered in partnership – can make a real difference to people’s lives.

“The support over the last few months has been life changing, and I want as many people as possible to know what a difference it has made. I felt understood, heard and encouraged, and that gave me the confidence to believe in myself again. – Jayne