Each year, we report back to you on how well we’ve done in providing services to you. The residents annual report sets out what we’ve done well over the past year and what we can still improve on.
Highlights of the year include our new home standard, switching residents with fixed-term tenancies onto lifetime tenancies and the launch of our Customer Promise.
Our new home standard involves giving homes a complete makeover before new tenants move in. It has significantly improved how you feel about your home on day one – satisfaction is up from 63.7% last year to 79.6% this year.
Switching residents on fixed-term tenancies onto lifetime tenancies has proved very popular too. Knowing you can stay in your home for as long as you want is giving you a greater sense of security – and of belonging to the local community.
We also launched our Customer Promise, which sets out five things we pledge to do for you. These range from providing good quality homes and services to making it easier for you to deal with us. Each chapter of the report shows how we’re doing against these pledges.
Here are some highlights from the report.