Alan Boddy

Chief Executive 

During the last year, we have seen a call to arms for social housing landlords to address dampness and mould within their homes and we have ramped up our work to identify, prioritise and resolve works of this nature. Directly related to this is the revision of consumer standards which will set out specific regulations, expectations and outcomes for registered providers. Consultation on safety and quality; transparency, influence and accountability; neighbourhood and community; and tenancy standards will take place from October 2023 and we continue to prepare for the outcome of your feedback and make plans to improve in areas you feel we should be doing better.

These ‘sidewinds’ have been significant and through them all we have remained focused on adapting to continue to offer the support you rely on us for.  Overall satisfaction with our services is comparable with 2021/22.

The Regulator for Social Housing has introduced a new suite of satisfaction performance measures known as Tenant Satisfaction Measures (TSM's) which are being collected this year.

The TSM’s cover six main themes, including repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management. We look forward to the feedback generated from these surveys to provide us with further insight to learn from and improve our services for you and we will be publishing these results as well as submitting them to the regulator. We will let you know the results of these TSM’s and most importantly we will use these results to improve still further in areas that are important to you.

In a year when our communities have faced real hardship, we have invested over £170,000 in providing financial and employment support. This generated over £9 million in social value, supporting over 14,000 people, including the significant work we have done in response to the cost of living challenges.

We have made significant progress on our journey to reducing our carbon footprint with 95% of our homes now performing above energy rating C, helping to make them more affordable to heat and ensuring they keep warm for longer.

We have made a commitment to visit you, in your home at least once every two years to ensuring your voice is heard and that you live in a safe, warm home that meets your needs. We are delivering this commitment through our enhanced tenancy visit programme which has already resulted in us visiting thousands of you to offer our support since we started the programme in January 2023.

I would like to thank you for continuing to help shape our services. In the past year you have taken part in 35 consultations and helped us to implement 67 meaningful service improvements and have included some of these in this report which I hope you enjoy reading.