Tenant Annual Report 2024

Welcome to our tenant annual report for 2023/24. This provides you with an update on how we are performing across key service areas and how we are listening and acting on your feedback to improve housing service delivery.

The Social Housing (Regulation) Act 2023 introduced a new regulatory framework for social housing, with enhanced powers for the Regulator of Social Housing and the Housing Ombudsman. The aim is to ensure that all social landlords have a focus on providing safe, good quality homes, that we listen and act on your feedback, and provide you with clear and easily accessible information about how we are performing.

A significant amount of our focus in the last 12 months has been improving the repairs and maintenance service as you have told us that this is your priority. We have also continued to focus on working collaboratively with tenants and elected members to ensure that the resident voice is heard and acted upon.

Looking forward to 2025, our focus will remain on the key areas you have told us are most important to you including:

repairs and maintenance
investment in your homes
customer contact
complaint handling
empty homes and housing allocations process.

How we performed

Understanding how satisfied you are with the services we deliver is hugely important to us, and our annual tenant satisfaction survey provides valuable insights that help inform investment decisions and service improvements.

Working together with tenants to improve services

Frequent engagement with our tenants and leaseholders, through a variety of different channels, is fundamental to our strategic growth, and their contributions have been instrumental to many of our recent successes.

How we spent your money

With local or national government subsidy, the cost of delivering our housing service relies solely on the money we receive from rent and service charges, and we want to be transparent as to how it is spent.

Maintaining your home

Making sure your homes are safe, secure, and well-maintained is important to us, and to help us deliver a more customer focused service, we have embarked on a series of service improvements and investment commitments.

Letting homes

Providing a steady stream of quality new homes for you to browse, bid on, and rent is what we do, and with all our key performance indicators showing improvement, we're clearly good at it.