You said...
A warm, energy-efficient home helps you live comfortably and affordably
This year, we continued investing in homes, caring for your home now, and into the future.
This year, most of our homes met the Decent Homes Standard, a government measure of whether homes are safe and in good repair.
of homes met the Decent Homes Standard during 2025-26.
During 2025-26, we...
- Carried out 1,140 home assessments to plan future improvements.
- Installed 143 solar panels, 62 air source heat pumps (a heating system that takes heat from the air outside) and 40 high heat retention storage heaters.
- Upgraded insulation in 24 walls and 148 lofts.
- Installed 189 ventilation systems and improved heating and hot water controls in more homes.
- Replaced 38 windows and 37 external doors.
You told us that keeping your home warm while managing energy costs matters.
So, we continued investing in our retrofit programme and energy-efficiency improvements, so more customers would benefit from better insulation, improved ventilation and modern heating systems.
Retrofit means improving an existing building by adding new features or upgrades to make it work better, be more comfortable or use less energy.
During 2025-26, retrofit work started on 248 homes and was completed on 377 homes.
of customers told us they were pleased with our retrofit programme!
“The operatives have been efficient, helpful, considerate and friendly. I can't praise them highly enough and am looking forward to a very warm home this winter. Thank you so much to all for your hard and diligent work!”
“Following recent works carried out, I received a follow-up letter to check my heating system and to recap how to use the system. Jerrad spent time with me explaining the controls and system. A great finish to a very pleasing experience delivered by Jerrad and Vinci. The air source pump has made a huge difference, I’m really pleased.”
“I recently had an air source heat pump fitted, which I’m very pleased with. Bills have dropped, and our installers did an excellent job - all very friendly, respectful and left my house clean. Very impressed.”
You told us that the retrofit process being clear and easy matters.
So, we also:
- Ran events with our contractors to provide more information and support, including online and in-person sessions.
- Developed clearer information packs and updates.
- Improved how we communicate by using phone calls, emails, text messages and home visits. This meant more customers received updates quickly and had answers to questions or concerns sooner.
- Strengthened how we track and resolve customer concerns, by keeping accurate records, monitoring progress and making sure we had regular follow-ups with customers.
Together, these improvements helped more customers benefit from warmer homes and lower energy use.
We visited customer Sam*, who was feeling unsure about works to their home. By visiting in person, we were able to sit down and explain what would happen, answer their questions and give them the reassurance they needed to feel comfortable moving forward. *Name changed for privacy
What's next?
By 2030, we want every home to have an EPC (Energy Performance Certificate) rating of C or higher. Between now and then, around 8,500 homes will receive energy efficiency improvements to help them reach this standard – making them warmer, more comfortable and more affordable to run.
“Mohammed arranged a new kitchen for my relative, who has problems with movement and mobility.
He also arranged for electrical upgrades and checks to be done at the same time, kept in touch throughout and made sure that everyone was updated at every stage.
His understanding and humanity were apparent at all times, and it’s most appreciated when someone goes above and beyond.”
Stock Condition Surveys
Our Stock Condition Team completed its first full year after launching in April 2025.
The team visits homes to assess their condition, identify future improvements and plan work before problems appear. We now also share survey results directly with customers, giving you a clearer understanding of your home's condition and any planned improvements.
During 2025-26, we completed over 5,300 home condition surveys – including:
- 4841 full surveys inside homes.
- 311 external surveys where access wasn’t available.
- 536 surveys of blocks.
As a result, 78% of homes had an up-to-date condition survey within the last five years - up from 76.6% the year before!
This follows our survey work in 2024-25, where we completed surveys to more than 7600 homes, 2500 external surveys, 759 blocks and 44 other assets.
Need extra help with energy costs?
On our website, you can find advice and support to help manage household bills and access financial help, if you need it.
“After an initial problem, the issue was raised with Stonewater, and they’ve been amazing.
Great operatives, very little disruption to me, which I appreciate, being a disabled person.
All works were done very quickly and tidied up."
