How we're performing

We want to be clear with you about how we're performing and how you can hold us to account about our performance.

We know that not everyone wants to look at stats and percentages when reviewing performance, but those things are important to give a clear measurable indication of how we're doing.

Based on feedback from you, our customers, we're not only giving you the data view of performance, but also the examples of our actions.

What are we working on now?

Here's what we'll be focusing on between April 2026 and March 2027

My Home

We'll keep investing to make our homes safer, more energy efficient and more affordable. This will be supported by a new IT system that stores all the information we gathered from last year's building surveys.
We'll also look at our long-term plans for retirement living and sheltered housing. This will include getting feedback from people who live in these homes.
For empty homes, we want to reduce the time it takes to get them ready for new customers to move into. We're also raising the bar of the standard of empty homes, with all homes being painted throughout and new carpet in the living area before they are relet.

My Service

We'll improve our repairs and complaints services, making sure you get a good service from your first contact with us through to the work being completed to a high standard.
We'll be launching a new online customer portal to give you easy access to the things that you've told us you need.
There will be new ways to keep you up to date with the latest information and news, such as email and WhatsApp channels.
We'll continue reviewing service charges to make sure your feedback is reflected in what you pay and the services you receive.
We'll also look at the root causes of common complaints, making sure there is clear ownership and accountability to resolve them. Our aim is to prevent issues from becoming complaints in the first place.

My Community

We'll create neighbourhood plans tailored to where you live, working with residents and local partners to improve your community. The first step is to gather your feedback.

Some of this work will take longer than 12 months, but we’ll keep you updated on our website and in future updates.