Front on elevation of a new build brick flatted block.

Welcome to our 2025/26 Annual Report to Residents, where we share our performance from the past year. All figures have been rounded where appropriate and relate to the financial year 2025/26.

Alongside our own key performance indicators (KPIs), this report also includes the latest Tenant Satisfaction Measures (TSMs) to help you understand how we are performing overall and where we are focused on improving. You can read the full TSM report here. If you have any questions, please get in touch with the team using the “Contact The Team” button below.

ARR - Satisfaction that the landlord listens to tenant views and acts upon them

Satisfaction that the landlord listens to tenant views and acts upon them

2025/26

77%

2024/25: 72.5%

ARR - Satisfaction that the landlord keeps tenants informed about things that matter to them

Satisfaction that the landlord keeps tenants informed about things that matter to them

2025/26

83%

2024/25: 82.5%

ARR - Agreement that the landlord treats tenants fairly and with respect

Agreement that the landlord treats tenants fairly and with respect

2025/26

90%

2024/25: 86.4%

The back of a man as he opens a large glass door for a woman who is smiling and holding a clip board with papers on.

Overall satisfaction

Most residents told us they were happy with the service they received during 2025–26. Many people said our employees were friendly, helpful and responsive, particularly when they needed urgent support or repairs. These positive experiences helped keep overall satisfaction high throughout the year.

However, we know that for residents who experienced ongoing or complicated problems, their experience was more frustrating. Delays, repeat visits, and not always knowing what was happening next affected how some residents felt about our service. This tells us that while things often work well, we need to be more consistent, especially when problems take longer to fix.

ARR - Overall satisfaction

Overall satisfaction

2025/26

88%

2024/25: 82.9%