ARR - 25 Business - Business introduction

During 2024/25, we continued to invest in homes and services while developing our new five-year strategy. The strategy covers resident voice, housing quality, development and growth, employee engagement, and the environment.

 

ARR - 25 Business - Improving customer service

We achieved the Customer Service Excellence Standard for the seventh year. The assessment identified 53 strengths and three areas of Compliance Plus, including our strategic plan, welfare support and improved empty-property performance.

ARR - Independent living homes 25

Independent living homes

2024/25

645

Intermediate / subsidised rent

2024/25

10

 

Front elevation of two semi-detached brick houses with red roof and two solar pannels on the roof.

Affordable rent

2024/25

1,035

Sunshine streaming over a new build brick property, flatted block with windows and a contemporary gable end roof.

Social rent

2024/25

6,812

ARR - Shared ownership homes 25

Shared ownership homes

2025/26

479

Garages

2024/25

1,860

Black barn style property with steps fro the first floor and a gable proch on the front door.

Leasehold homes

2024/25

689

Brick house with a grey concrete slate roof and a Bellway developer sign on the left of the property.

Shops

2024/25

29

We held four Inclusion Network meetings, with 67 employees attending a meeting during 2024/25. Topics included serious allergies, neurodiversity and anti-racism. A resident also helped lead a special session on living with diabetes.

Our reported gender pay gap was 5.0% during 2024/25. We continued to support equal opportunities for development, recognition and reward.

Digital contact increased by 28%. Average call waiting time fell from 473 to 299 seconds, and more than 4,000 MyHomeHub accounts were registered. Residents could use digital services while the Contact Centre continued to support enquiries.