An update on our Corporate Plan: October 2025

As we move through the second year of our five-year Corporate Plan, we’re pleased to share the latest progress made between April and August 2025.

This update highlights achievements across our three key themes: Being a Great Landlord, Customer Focus, and Growth and Sustainability.

Being a Great Landlord

We’ve made strong strides in improving our core landlord services:

• Emergency repairs: 87.7% completed within target timescales.
• Decent Homes Standard: Compliance stands at an impressive 99.9%.
• Stock condition surveys: 92.2% completed, supporting future investment planning.
• Work in progress volumes: Reduced by over 10%, improving efficiency.
• Strategic Asset Management Plan: On track for consultation later this month.
• Repairs customer journey: Mapping underway, aligned with our new regional model.

Despite these successes, we acknowledge some areas needing improvement. Tenant satisfaction with repairs and neighbourhood contributions have been below target.

However, we’re actively working with tenants to address this and over the last couple of months have seen an upward trend, with one highlight being repairs satisfaction hitting 95% in August.

Customer Focus

Putting customers at the heart of everything we do continues to be a priority:

• Customer satisfaction: Currently at 64.9%, with a target of 73% by year-end.
• Complaint handling: Stage 1 response rate at 99%, and stage 2 at 96.7%.
• Complaints per 1,000 properties: Stage 1 at 15.8 and stage 2 at 2.3 – both better than top quartile benchmarks.
• Housing Ombudsman investigations: One so far this year.
• New tenant satisfaction: 82% satisfied with the condition of their home at letting.
• Learning and development: 77% of colleagues have completed mandatory training.

We have launched a brand-new ‘Neighbourhood Delivery Model’, designed to provide a more personalised, responsive, and visible service across our communities.

The changes, which went live this month, are a direct response to what tenants said they wanted – a named officer and single point of contact, greater visibility in neighbourhoods, teams that meet service demands, and clearer communication.

As part this we’ve formed a new Customer Hub and have appointed a dedicated manager for our Customer Feedback and Complaints team.

Growth and Sustainability

We continue to grow responsibly and sustainably:

• New homes delivered: 70 added to our stock so far this year.
• Energy efficiency: 87.5% of existing homes at EPC C or above; 43% of new builds at EPC A.
• Sustainability accreditation: Upgraded to SHIFT Gold status.
• Commercial performance: £185k profit in Q1, with a forecast of £409k for the year.
• Community investment: 311 tenants and customers supported so far with community projects, training, wellbeing and employment opportunities, working toward our target of 700 this year.

Ashbridge Roofing has also begun delivering scaffold services, expanding our in-house capabilities.

Looking ahead

There has been some more great progress made and we remain committed to delivering on our Corporate Plan targets by 2029. While some areas are ahead of schedule, others require renewed focus and collaboration.

With new models launching and strategic plans progressing, we’re confident in our direction and grateful for the continued support of our tenants, colleagues, and partners.

We’ll keep you updated throughout the year, but to read our full Corporate Plan, annual targets, and the strategies that support them, or if you want to get involved and make your voice heard, find out more on our website.