Our annual accounts and reports
You’ll find access to all our reports over the last three years. From our annual and trust accounts to our performance reports.
Annual Accounts
Our latest performance report for 2023/24
Nile Istephan, our Chief Executive has recorded a message to summarises last year’s performance and areas we will focus on over the next year.
Performance Reports
Our customer feedback matters to us
Every year we survey a third of customers to make sure we can pick up on issues and hear about improvements we could make. To help us do this, we use an independent market research company, Research Resource, to carry out the survey on our behalf.
Between last November 2024 and January 2025, 435 customers provided feedback to our market research company, Research Resource, on a range of issues relating to the quality of our services.
Customer satisfaction has increased in the past year across 4 key areas – the overall quality of our services; how well
we keep you informed about our services/decisions; whether rent charges offer value for money; and satisfaction with the quality of your home. The survey also highlighted aspects of our service where satisfaction reduced last
year including opportunities for customers to participate in decisions made by us; satisfaction in managing
neighbourhoods; and the quality of our factoring service to owners.
When customers contacted us, 90% were satisfied with the quality of the support provided. For our care services,
customers were most satisfied when asked if they felt they were treated with dignity and respect, and supported to
be as independent as possible whilst ensuring their choices were respected.
The Customer Voice Group continues to better understand the concerns highlighted from the survey and take
appropriate action.