You said...
Feeling safe and secure in your home is essential
Everyone should feel safe, secure and comfortable at home.
This year, we continued to invest in home safety, strengthened our response to anti-social behaviour (ASB) and expanded the support we provide to customers who need extra help.
Keeping your home safe remains one of our top priorities.
of gas safety checks were completed.
of required fire risk assessments were completed.
These checks help us spot problems early and make sure safety systems are working as they should.
Checks, like fire risk assessments, help us spot problems early and make sure safety systems are working properly.
You can help too - by responding to appointment requests, keeping your contact details up to date and giving us access when checks are due, you help us carry out these important inspections. If you need extra support or a different appointment time, we’ll always do our best to help.
You told us issues such as damp and mould need to be taken seriously and resolved quickly.
So, we made changes to improve how we handle these reports and to meet new legal requirements, including Awaab’s Law.
When you report damp and mould to us, our Customer Contact Centre team now has improved processes and stronger guidance to help us better understand your circumstances. This helps us to identify if anyone in your household may need additional support and make sure that we respond in the right way.
We also introduced a new system to help us manage damp and mould cases more effectively and consistently. These improvements mean we can provide better support, communicate more clearly and make sure damp and mould issues are resolved as quickly as possible.
Helping you live independently
Our Retirement Living teams continued to help customers live safely, independently and confidently in their homes.
At St David's Court in Oldbury, we worked with local partners on fall prevention, including the Better Slippers project. This helps older people access suitable footwear to reduce the risk of falls. This simple support helps people stay independent for longer and remain safe at home.
Listening to you
"The Customer Building Safety Group is a platform for me to speak about important issues, and to be a representative for my building. Being part of the group has helped improve the safety of the block I live in - it's a good opportunity and a platform where I can raise issues and be kept updated. I've enjoyed being a part of the group - joining not for my own benefit, but for the benefit of all customers."
Our Building Safety Group are a group of volunteer customers who review information, share their views and help shape our approach to building safety.
This year, they met regularly, taking part in policy consultations, workshops and other activities, including:
- Holding in-person customer events giving customers the opportunity to raise issues with us, hear about important building safety information relating to their homes and learn about planned improvements.
- Helped us to develop our Electrical Safety Policy and Management Plan.
- Supported us with addressing repair issues, combatting fly-tipping and delivering a range of building safety projects.
A direct suggestion from a member of the Customer Building Safety Group led to the creation of new lift posters, with the group shaping the design, content and key information.
Feeling comfortable in your neighbourhood
Throughout the year, our ASB Team supported customers experiencing issues such as noise nuisance, harassment and neighbour disputes.
ASB cases resolved/closed in 2025-26
You told us that anti-social behaviour can have a big impact on how safe and comfortable you feel at home.
So, we introduced specialist ASB Caseworkers, each responsible for supporting customers in a specific local area. This allows them to build closer relationships with the Police, local councils and other agencies, so we can provide better support to customers experiencing ASB.
We also increased our use of mediation, supporting neighbours to resolve long-running disagreements before they escalated. Where problems couldn’t be resolved, we worked with local partners and took legal action when necessary.
As part of this work, we:
- Applied for 22 ASB injunctions (a legal order to stop harmful behaviour) – compared with 35 the previous year.
- Improved training for our teams to help us take stronger action against serious ASB and prevent homelessness wherever possible.
- Carried out 80 evictions. Eviction means a customer has to leave their home through a legal process. We only do this as a last resort, after we have tried to work with the customer and explored other options.
- Completed 256 decants over the year. A decant means helping a customer move out of their home temporarily or permanently, usually because work is needed to keep them safe or to improve their home.
We know these decisions can have a big impact on customers. Wherever possible, we offer support early and look for ways to avoid eviction or disruption.
