Our Customer Annual Review 2025/26
Our Customer Annual Review for 2025-26 shares how we’ve performed over the past year, what we’ve achieved together with our customers, and the areas we’re continuing to improve. We’re proud of the progress we’ve made and the difference it’s starting to make, while also being open and honest about where we still need to do better.
Genette Pinwill, Executive Director of Customer Experience said:
“Our performance this year shows real and encouraging improvement, driven by listening to what our customers have told us and taking action on the things that matter most. We know how important it is to get the basics right, and we’ve focused on improving repairs so they’re completed more quickly, done properly first time, and clearly communicated every step of the way. We’ve also strengthened how we deal with damp and mould, with quicker responses, clearer processes and better coordination to make sure issues are resolved safely and for good. Alongside this, customers have told us they want to feel heard, treated fairly and able to access our services easily, and it’s positive to see improvements here too, with clearer communication and more issues being resolved at the first point of contact.
“We know there’s still more to do, and we’re committed to building on this progress. We’re using what we learn from complaints to make real, lasting changes, and we’re strengthening neighbourhood services, focusing on cleaner, well-maintained communal areas and a more responsive approach to tackling anti-social behaviour.”
We’re excited about the future and remain committed to delivering excellent customer service, fostering strong communities, and ensuring your voice is heard every step of the way.