Our Customer annual report is where we review our performance as your landlord over the past year, and highlight our priorities for the future.
We’ve worked hard to improve the services you receive by acting directly on your feedback. You told us we need to improve our response times, so we’ve invested in our repairs and complaints teams.
We know there’s more we need to do to make sure every repair and complaint is handled promptly and effectively, but we hope you’re already seeing the benefits of these changes. Response times are improving, and we’re committed to building on this progress.
We also understand how important it is to reach us easily. The investment we’ve made in our contact centre has already led to shorter call waiting times and faster responses to emails, making it easier for you to get the support you need.
This report also shows how we’re meeting our responsibilities as a social landlord, working to provide safe, high-quality homes and build stronger communities. By expanding our neighbourhood team, we’re working hard to be more visible and better placed to offer help where it’s needed most.
Your safety remains our top priority. We’ve continued to invest in your homes by carrying out essential repairs, modernising kitchens and bathrooms, improving energy efficiency with insulation and heating upgrades, and ensuring building safety standards are consistently met.
Looking ahead, we’ll continue to focus on the areas you’ve told us matter most, making sure we build on these improvements to provide services that work for you.
