Customer annual report 2024-25
Our latest report gives a summary of our performance from 1 April 2024 to 31 March 2025. You can read the summary below or download a PDF.
The 1 April 2024 saw government changes to the regulation for social housing providers. Revised regulatory consumer standards were introduced from this time: . They set out the standards that landlords should be delivering their services to.
The standards work alongside other legislation such as:
- The Decent Homes Standard听– our homes should be fit for human habitation. They should be safe, healthy and free from things that could cause serious harm. This includes being safe, secure, warm and dry.
- The Equality Act听– we should make reasonable adjustments to services if someone has a disability.
- Tenancy agreements听– we should agree appointments and give you notice if we need to access your home to complete a gas safety check.
The 1 April also saw the Housing Ombudsman Service introduce their revised听. This sets out that landlords should have a complaints service that:
- Is easy to access;
- Is fair and looks to put things right where mistakes are made;
- Learns from mistakes to put things right;
- Has two stages in the process, and responds within 10 working days.
Annual report 2024-25 summary
This year marks an important milestone for our organisation, as we present our first joint Annual Report as a unified Group following our merger in January 2025. Bringing together our people, strengths and ambitions has created a stronger foundation to deliver more for
our customers and communities.
Throughout this first year, our mission has guided every decision we鈥檝e made: we create places people are proud to call home. It reflects our shared purpose and the commitment of colleagues across the Group. Whether maintaining safe, high quality homes, building new
ones, or supporting customers through challenges, this mission remains at the heart of our work.
The results in this report show both the progress we鈥檝e made and where we know we must continue to improve. We have invested in keeping homes safe, growing our new build programme, and strengthening services that matter most to our customers.
I鈥檓 proud of what we鈥檝e achieved together in our first year as the new 91影视破解版, and equally committed to the work ahead. By listening, learning and investing in our homes and communities, we will build on this strong start and continue delivering on our promise to
the people and places we serve.
Wayne Gethings
Group Chief Executive
Spending and investment
How we spent each 拢1 of your rent:
- 27.4辫:听Repairing and improving homes
- 26.3辫:听Building new homes
- 20.1辫:听Managing housing services
- 12.8辫:听Loan repayment
- 10.9辫:听Paying loan interest
- 02.5辫:听Bad debts and other
Cost of management and maintenance per unit/home:听拢4,987
Rent collected:听101.6%
Rent arrears:听拢2.5尘
Highest paid salary cost:听拢12.83 per home
Collective executive directors鈥� salary costs:听拢73.83 per home
As part of the revised regulatory consumer standards, we are required to share our听. This is done by calculating the salary payable to the highest paid director or collective executive directors divided by the total number of our homes as detailed below:
- Total Social Housing Units owned/managed (Group): 33,340
- Salary paid to the highest director: 拢429办
- Highest paid director鈥檚 salary cost:听拢12.83 per home
- Collective salaries paid to executive directors: 拢2,469,000
- Collective executive directors鈥� salary costs:听拢73.83 per home
The total emoluments (excluding pension contributions and employer pension strain payments) of the highest paid director, who was the former Chief Executive of 91影视破解版, Mrs Sarah Boden and left the organisation following the appointment of a new Chief Executive as part of the merger, were 拢429办 (2024: 拢240k).
This total included salary 拢192k, benefits in kind 拢1k, payment in lieu of notice 拢124k and compensation for loss of office 拢112k. The former Chief Executive was a member of the LGPS on an ordinary 50/50 basis and employer pension contributions for the year were 拢33k (2024: 拢43k). In addition, a pension strain payment of 拢114k was also incurred and paid to the LGPS in respect of early retirement obligations.
听
Repairing homes
Total responsive repair demand:听88,174
Non-emergency responsive repairs completed within the landlord’s time frame:听80.5%
Emergency responsive repairs completed within the landlord鈥檚 time frame:听88.8%
Overall satisfaction with repairs service:听82.2%
Satisfaction with the time taken to complete the most recent repair:听80.6%
Satisfaction that the home is well maintained:听80.1%
Investing in homes
Money spent improving existing homes:听拢31.2尘
New homes completed:听561
Keeping homes safe
Money spent keeping homes safe:听拢21.6尘
Homes meeting the Decent Homes Standard:听99.9%
Registered care services with a 鈥楪ood鈥� CQC rating:听92.(0)%
(Our care services are registered under Choices Housing Association Ltd and Care Plus Ltd)
Completed safety checks and servicing
- 99.9%:听Gas servicing
100%:听Fire risk assessments - 100%:听Asbestos surveys
- 96.3%:听Water safety checks
- 100%:听Lift safety servicing
- 99.6%:听Electrical safety checks
Satisfaction that the home is safe:听85.1%
Satisfaction that the landlord keeps communal areas clean and well maintained:听71.(0)%
Listening to your voice
Customer service requests:听334,195
Overall customer satisfaction: 80.(0)%
Satisfaction that the landlord listens to tenants views and acts upon them:听69.6%
Satisfaction that the landlord keeps tenants informed about things that matter to them:听80.6%
Agreement that the landlord treats tenants fairly and with respect:听82.4%
Handling complaints
Stage 1 complaints:听2,285 (69.6 per 1,000 homes)
69% responded to within time frame
Stage 2 complaints:听232 (6.5 per 1,000 homes)
78% responded to within time frame
Satisfaction with the landlord鈥檚 approach to handling complaints:听40.(0)%
Looking after your area
ASB cases requiring action:听1,391 (34.4 per 1,000 homes)
ASB cases involving hare incidents:听21 (0.9 per 1,000 homes)
Satisfaction that the landlord makes a positive contribution to the neighbourhood:听71.8%
Satisfaction with the landlords approach to handling ASB:听66.4%
Helping you with money matters
Extra income secured for customers:听拢8.8尘
Customer debt reduced or cleared:听拢1.4尘
Money saved on customers鈥� energy bills:听拢207办
Cadent winter support funds utilised:听拢110办
Crisis and resilience funds utilised:听拢49办