Annual Report 2025/26

Over the past year, we’ve continued to focus on delivering the things that matter the most to you: good quality homes, reliable services and support when it’s needed. We’ve invested in our existing homes, built new affordable homes, improved the ways you access our services and strengthened the support available to help those of you facing financial challenges.

To continue investing in homes, services and communities, we need to demonstrate we are a strong organisation with solid foundations for the future. This year, we received the highest possible regulatory gradings for consumer standards, governance and financial viability, achieving C1, G1 and V1. While the gradings are important, they’re really a reflection of the focus we’ve placed on providing excellent services, listening to what matters to you and making sure we’re able to keep investing in homes and communities in the years ahead. My personal highlights from the year also include:

• Helping you access over £2.2 million in additional financial support and supporting community partners to access £1.7 million of external funding to support local projects.
• Investing more than £25 million in maintaining and improving existing homes.
• Building and acquiring 73 new affordable homes
• Maintaining our strong Tenant Satisfaction Measure performance
• Completing the procurement of our repairs and maintenance service, resulting in a new long term partnership with Mears - delivering reliable, high-quality services for years to come.

Listening to you remains central to how we improve. Throughout this report, you’ll see examples of where you told us what matters most and the actions we’ve taken as a result. While there is much to be positive about, we know there is always more to do. We remain committed to listening, learning and improving, so that we continue to provide the homes, services and support that matter most to you and your community.

As Chair of InsightXchange, I have once again been inspired by the commitment, passion and dedication shown by our involved tenants throughout 2025/26. Thank you to everyone who has taken the time to share their views, take part in discussions and help shape the services we provide. Your voices continue to make a real difference. This year, InsightXchange members have played an important role in shaping key areas of our work. Together, we have looked at how we support tenants through the cost-of-living challenges, contributed to the procurement of our new property related services contract and helped assess how well we are meeting regulatory standards.

One of the most important conversations we’ve had this year has been around the impact of the cost of living. By sharing your experiences, you’ve helped us strengthen our Money Support offer, including improved budgeting advice, financial coaching and access to specialist support. These changes will help more tenants feel confident about managing their finances and accessing the support available when they need it.

More widely, customer feedback has led to over 80 service improvements this year. From clearer communication about home improvement works, codesigned digital services through the My Livin app, and better information to help tenants understand energy efficiency improvements. It’s encouraging that many customers feel their views are listened to and acted upon, showing the real impact of customer voice.

I am incredibly proud of everything our InsightXchange members and wider Tenant Network have achieved this year. Whether you have completed a survey, attended a focus group, joined a customer panel or simply shared your views with us, thank you. Every contribution matters and helps us better understand what’s important.

As I move into my new role as Chair of the Housing and Communities Committee, I’m pleased to hand the role to a new Chair of InsightXchange to support this group and build on its strong foundations. Together, we are helping to create better services and stronger communities.