In March 2024, we published our Corporate Plan. This was based on what residents had said to us, and it focused on being person centred, improving communication at all levels, and continued investment in your homes.
Two years on, residents have reaffirmed to us that these are the right priorities and that we’re moving in the right direction.
The Inspection from the Regulator of Social Housing (RSH), which took place in June 2025, was a key milestone in confirming the steps we have made together. While the assessment identified many positives, which we are rightly proud of, it also set out that we needed to make further improvements in how we handle your complaints, our approach to tackling antisocial behaviour, and our repairs service. Importantly, though, the Inspection confirmed us as a G1 organisation; the highest possible grade with respect to how the organisation is led and governed. The Board and Executive Team are proud of this assessment.
We’ve now completed our third year of capturing Tenant Satisfaction Measures (TSM), and we continue to have one of the highest survey rates across all social landlords, regardless of size. For the third year in a row, satisfaction has increased across most areas, and, equally importantly, dissatisfaction has reduced. I’m particularly pleased that over 80% of residents say we treat them with dignity and respect. This is great news, but we’re not happy with the level of improvement; but we never will be. Complacency is something I will never tolerate during my time as the Chief Executive.
I hope you find this update a useful way to see some of the work which has taken place to improve things for you, your home, and your neighbourhood over the past 12 months, as well as the actions we have planned in the future.
