...an opportunity to look back on the past year, share some of the things we’ve achieved together and show how your feedback has helped shape the work we’ve been doing.

Throughout this year, you’ve told us what matters most to you: repairs that are completed properly, homes that are safe, warm and well looked after, clear communication and getting the right support when you need it. Listening to your feedback helps us understand what’s working well and where we need to improve.

We’ve continued to invest in safer, warmer homes, strengthen building safety and make it easier for you to access support and services.

I’ve always believed that we can’t do a good job without listening to customers and acting on what they tell us. That’s why I’m particularly pleased to see so many customers getting involved through surveys, events, workshops and customer groups. Your experiences, ideas and challenges really do help us to make better, more informed decisions and drive meaningful improvements.

While we’re proud of the progress we’ve made, we know there’s still more to do. We’re listening, learning and are committed to continuing to improve the services we provide.

Although 2025-26 came before the launch of our new Customer Strategy, much of the work highlighted in this review has helped to build the foundations for the changes we’re making now. A big part of that is spending more time in our communities, understanding local priorities and building stronger relationships with customers and partners.

Looking ahead, we’ll continue working hard to make our services easier to use, improve communication, get more things right the first time and make sure you always remain at the heart of our decision-making.

Thank you to everyone who shared feedback, attended an event, completed a survey or got involved through one of our customer groups! Together, we’re helping to shape homes, services and communities that we can all be proud of.