Your feedback on our Customer Annual Report

We really value hearing from our customers, and your feedback plays a key role in shaping the way we communicate and deliver our services. Recently, more than 150 customers shared their thoughts on our Customer Annual Report. Thank you to everyone who took part. 

You can still read our Customer Annual Report covering the 2024/25 financial year here, but we wanted to let you know that work has already begun to tell you the story for our last 12 months, which covers the year from April 2025 to now. 

Here’s what you told us, and what we’re doing as a result: 

• You said: You’re interested in hearing more about our environmental and sustainability work. 
  We will: Work with our in-house sustainability team to share more updates on sustainability, biodiversity and environmental initiatives. 

• You said: You’d like more information about our support for shared owners and leaseholders. 
  We will: Continue improving the accessibility of the homeownership section of the report and share more about Tenant Satisfaction Measure results from homeowners 

• You said: You’d like the report to be easier to navigate. 
  We will: Enhance the design to make navigation simpler, including exploring whether a clear “back” button can be introduced. 

• You said: You want more tailored content about your region and local community. 
  We will: Provide more localised updates that reflect the key regions where our homes are based. 

• You said: The Customer Annual Report should be accessible to everyone. 
  We will: Produce a fully accessible version that follows ‘easy read’ design principles. 

• You said: Some parts of the report felt complex or full of jargon, while others felt overly simplistic. 
  We will: Publish a version written in plain English that is clear, informative and respectful of every reader’s intelligence.