MTVH publishes 2024/25 Residents Report

11 August 2025

We have today published our 2024/25 Residents Report, marking another year of progress in our commitment to provide a positive, caring customer experience and to build successful, thriving communities.

This year’s report is built around the core theme of being responsive to residents. This theme highlights how we’re working in partnership with residents to continuously improve services, whilst also investing in homes, places, and opportunities that enable people to live well.

Key highlights from the Residents Report:

• 544 new homes delivered, 287 for rent
• £3.4m total financial support delivered to over 5,200 residents
• 76% customer satisfaction with our repairs service
• 68% overall resident satisfaction
• Energy improvements to 433 homes, saving energy and cutting carbon. Over 80% of our homes are now EPC C or better.
• Responding to stage 1 and 2 complaints faster than we were last year
• Over 1,200 residents engaged in over 40 activities to influence our decision-making.
• Launch of the Molly Huggins Foundation to raise partnership funding to benefit our communities and residents.
• Continued strengthening of building safety culture through training, updated processes and reporting. Remedial works completed on nine blocks, and a commitment to start remedial works at 54 further blocks

Responsive to Residents:

This year, we’ve taken meaningful steps to improve the everyday experience of residents. Our Customer Experience Strategy, launched in early 2024, sets out a clear expectation: every colleague at MTVH is responsible and accountable for delivering great service.

We’ve strengthened how we listen to residents, with our Customer Voice Framework now firmly embedded across MTVH. Over 1,200 residents were involved in more than 40 engagement activities, helping shape real improvements to services, including:

• Updating rent and service charge letters, resulting in fewer queries
• Influencing our anti-social behaviour processes
• Helping to recruit senior leaders, including our new Chief Executive
• Creating ‘block champion’ roles on some estates

Residents also played a central role during our recent inspection by the Regulator of Social Housing, giving honest feedback to help improve transparency and accountability.

Our approach to complaints has evolved too, moving beyond transactional responses to focus on rebuilding trust and restoring relationships.

We’ve deepened our understanding of residents through improved data, mapped customer touchpoints, and expanded our home visits programme so we’re not just hearing what’s said, but seeing what’s experienced.

Resident safety also remains paramount. We’ve strengthened our building safety culture with new training and reporting systems and acted quickly to remediate buildings using our own financial provisions. No leaseholders in buildings over 11 metres will bear the costs of safety remediation.

We’ve also taken significant action on energy efficiency. This year:

• More than 400 homes were upgraded to EPC C or above
• Over 81% of our homes now meet that standard
• In East Leake, energy upgrades are saving residents an average of £414 per year

In 2024/25, we delivered:

• 5,624 supported homes, including for older people and those previously homeless
• New partnerships and properties through MTVH Support, reflecting our long-term commitment to helping residents live independently
• £3.4 million in financial gains for residents via our money advice services
• 54 youth programmes, tackling cycles of deprivation and violence

In support of the Government’s target to build 1.5 million homes this parliament, we completed 544 new homes this year and have 4,970 more in our pipeline.

Our major regeneration schemes continue to transform communities:

• At Clapham Park, 97 new homes were completed, with hundreds more underway
• At West Hendon, all original residents have moved into new homes, with further phases approved
• New green spaces, community hubs, and mental health services are being integrated into these neighbourhoods

We’ve also supported 289 shared ownership buyers and 58 rent-to-buy customers, offering more pathways into affordable homeownership — essential for building successful, mixed-tenure communities.

Looking Ahead

We are proud of the progress captured in this year’s report. But we’re also clear that there is more to do and we’re committed to doing it with residents, not just for them.

By being truly responsive to residents and by supporting communities to be successful, we will lay the foundations for people to live well today and for generations to come.

Read the full 2024/25 Residents Report here.

Along with the report, we have also published a short video of the report’s highlights, which you can watch here.