08 January 2021
Summary: Before the festive break, we published our Residents’ Annual Report for the 2019/20 financial year.
The report is designed to give all our residents a clear picture of our performance, including how we’re engaging with them, investing in their homes, resolving complaints when things don’t go right, and staying financially strong to deliver on our social purpose.
To ensure that residents had the opportunity to provide their input into the report, we arranged focus groups which looked at both content and design. We were able to gather a lot of useful insight from these sessions, and we’re very grateful to those who joined and whose thoughts and feedback shaped the final report.
During 2019/20, we made progress across a range of areas, but we know there is more to do. We’re committed to raising customer satisfaction levels, continuing to improve our services, being transparent in how we provide those services, and being fully accountable to residents. As we face into the future, with much uncertainty about the longer term economic and health impacts of Covid-19, we will continue to work with residents to meet their needs, and play our part in helping people to have a home and the chance to live well.