How we perform
This is where you can find information about how well we’re meeting the standards we set for ourselves and that are set for us by regulation and legislation.
Like all housing associations, we’re accountable both to our customers and to the Regulator of Social Housing (RSH). The regulator sets consumer and economic standards for us to meet and grades us for how well we run the organisation.
A lot of our work is also impacted by the law. So, we make sure we stay on top of any changes and meet any requirements.
Tenant Satisfaction Measures
The RSH introduced Tenant Satisfaction Measures (TSMs) to make landlord performance more visible, hoping to drive improvements to the quality of homes and services. You can read about our second year of results, and how they’re shaping our improvements and priorities on our dedicated TSM page.
Repairs and maintenance
We provide repair and maintenance services to over 12,500 homes, covering electrical, plumbing, carpentry, and communal garden maintenance. In the 2024/2025 financial year, our trades team and contractors completed over 48,600 repairs, achieving an 87 percent first-time fix rate. Additionally, we conducted regular safety checks and modernised over 2,500 homes, including 270 new kitchens, 123 new bathrooms, and 371 heating improvements.
New homes
We aim to build more affordable homes by collaborating with partners. In the financial year 2024/2025, we delivered 303 new homes for affordable rent, social rent, and shared ownership - 272 built by us and 31 through our partnership with Legal & General Affordable Homes. Although we didn’t meet our original goal of 1,500 homes in three years, we still provided 955 affordable homes in that time. We prioritise sustainable features, achieving an Energy Performance Certificate (EPC) rating of B or above for 97 percent of the homes completed this year.
Lettings
There's a pressing need for affordable housing nationwide. We offer homes for sale, shared ownership, rent, and emergency accommodation to help prevent homelessness. Most of our properties are for rent, and we base all applications on local authority policies to ensure fairness. In the financial year 2024/2025, we let 759 homes.
Anti-social behaviour
We know that living happily in your home is about more than the building. Anti-social behaviour (ASB) can have a big impact on quality of life, so we do all we can to minimise this, working with partner agencies to ensure a co-ordinated approach. We take all reports of anti-social behaviour very seriously, and we try to make it as easy as possible for you to report anything that affects you, your home, or your community. In April 2024, we introduced a Neighbourhood Management Policy to clarify what constitutes ASB versus neighbourhood issues. In the financial year 2024/2025, we recorded 319 ASB cases, resulting in three evictions, along with 550 neighbourhood issues reported.
Social investment
We not only look after our customers' homes but also support people by providing welfare benefits advice and signposting to other support services. In the financial year 2024/2025, we helped customers claim over £1.7 million in extra benefits, issued 272 fuel vouchers, 300 supermarket vouchers, and 328 food bank vouchers, and provided £310,000 in grants to those in hardship.
We supported the local community in several ways, with our Parkside Community Hub receiving over 4,600 visits for learning opportunities, benefits advice, workshops, and clubs. Our community investment generated a social value of £6.7 million, as measured by the social value bank tool from the Housing Associations’ Charitable Trust (HACT).
We also have a scheme that allows our employees to use work time for volunteering in the community. In the 2024/2025 financial year, employees volunteered over 55 days. We also require our suppliers to engage in environmentally and socially responsible practices.
Environmental performance
There are lots of legal guidelines about environmental performance that housing associations must meet. But we don’t want to simply stop at fulfilling our legal requirements. We have an Environmental and Sustainability Strategy that outlines our plans for 2025-2030.
We’re committed to reducing carbon emissions while supporting nature and improving homes and communities. Our goal is to create warmer, healthier homes that use less energy, while also helping nature to thrive and providing outside green spaces for local communities to enjoy.
We’re already delivering several projects to help improve home energy efficiencies and reduce emissions across our operations. This includes aiming for EPC C for all rented homes by 2030 and a commitment to achieving Net Zero carbon by 2050. In the financial year 2024/2025, 81 percent of our homes had an EPC C or above. For more information, read our Environmental, Social, and Governance Report 2023/2024.
Customer complaints and empowerment
To deliver a great customer experience, we welcome all your feedback, both positive and negative, as it helps us identify our strengths and areas for improvement. We have a two-stage complaint process that aligns with the Housing Ombudsman’s Complaint Handling Code. In the financial year 2024/2025, we received 1,000 complaints, resolving 84 percent at the first stage. We use these insights to enhance our service through the Learning from Customers Panel and our complaints process.
Additionally, we offer various opportunities for you to influence our services, including our Community Voices, which is made up of three customer volunteer groups. These are the Customer Review Panel, Community and Communications, and Diversity and Inclusion. These groups are directly connected to our Customer Experience Committee (CEC) and our Board.
Regulator of Social Housing ratings
Our current ratings from our November 2024 Stability Check are G1 for governance and V2 for financial viability. These confirm that we’re well governed and financially viable, but we need to manage risk carefully.
