Customer Annual Report

This year's Customer Annual Report celebrates the people at the heart of Abri: our customers.

At Abri, our customers are at the heart of everything we do.

That's why in this year's Customer Annual Report, you'll hear directly from customers across our communities about the impact our homes, services and colleagues have had on their lives. You'll also discover how their feedback has influenced service improvements, see how we're performing against Tenant Satisfaction Measures (TSMs), and learn about our new Services Strategy and plans for the future.

Together, we’re making a difference​.

Abri's Customer Annual Report 2025/2026

Abri Customer Annual Report 2025-2026 front cover featuring a woman with brown hair and red lipstick, smiling.

Behind every service improvement is a customer experience. That's why we're sharing 12 customer stories that showcase the areas our customers have told us are most important to them.

These stories highlight how we're investing in our homes, neighbourhoods, communities and services, while strengthening local management and creating more opportunities for customers to thrive. They offer a glimpse into the real difference this work is making every day across our communities.

A woman wearing a blue shirt is smiling and gesturing with their hands in a room with a white appliance and various stored items.

Jacquie's story - 'Abri helped me heat my home for less'

After nearly 20 years in her home, Jacquie takes great pride in where she lives, and has created a welcoming home. However, ageing windows, condensation and ventilation issues made it harder to keep her home comfortable throughout the year.

Read Jacquie's story

A man wearing a grey and maroon shirt holding a musical instrument.

James' story - 'Abri supports my health and wellbeing'

For James, being part of the Junk Orchestra has meant far more than making music. It has boosted his confidence, strengthened his sense of belonging and given him a powerful outlet for self-expression, all contributing positively to his health and wellbeing.

Read James' story

A woman and two children, a boy and girl are sat cuddling and smiling on a light brown sofa.

Abigail's story - 'Abri has helped me find a secure home in a safe community'

Moving into her new home in January 2026 has transformed the life of Abigail and her two children. After experiencing domestic abuse, she needed a safe, stable home where her family could feel secure and part of a supportive community.

Read Abigail's story

A man with light grey hair and a blue jacket smiling, white kitchen appliances are in the background.

Bryan's story - 'Abri helped me access low-cost food'

The Round About Café has become an important part of Bryan’s week. The 77-year-old regularly visits for the community pantry, a coffee or simply a chat, enjoying the warm welcome and sense of connection it provides.

Read Bryan's story

A close up of a man with white hair and glasses, in a light blue jacket, stood outside in a garden.

Keith's story - 'Abri gives me the opportunity to meet others'

The strong sense of community at Windermere Close has been life-changing for Keith. Although the 66-year-old has only lived here for two-and-a-half years, he feels like he has a second family.

Read Keith's story

Two women are smiling and sat down together on a sofa hold a toy dog.

Gill's story - 'Abri supports local initiatives and funds community projects'

For Gill, a Bracknell customer and RAF veteran medic living with PTSD, therapy dog Milly has become a source of comfort, companionship and confidence, helping her navigate everyday life.

Read Gill's story

A family sat down together on a sofa smiling and laughing.

Jack and Stacey's story - 'Abri homes are built to last'

After six years in a one-bedroom Shared Ownership apartment, Jack and Stacey needed more room for their growing family. Purchasing a larger home in Surrey helped them take the next step on their journey.

Read Jack and Stacey's story

A woman and her son are sat down on a sofa, they both are smiling and playing with a toy.

Charlotte's story - 'Abri resolves local issues, quickly'

Moving into her new home in Poole at the start of 2026 gave Charlotte and her son the fresh start they were hoping for, providing a safe, stable place to settle and build their future together.

Read Charlotte's story

A woman with curly hair wearing a long sleeve pink top is sitting down on a sofa and smiling.

Louise's story - 'Abri dealt with my repair quickly and effectively'

Louise has lived in her flat since it was built and has relied on the repairs service over the years. When a new boiler was installed, her radiators also needed replacing, with the work arranged and completed quickly.

Read Louise's story

A man in a black and white stripe top and black glasses is sat down at a desk using the computer in his living room.

Mike's story - 'Abri provides me with online services'

For Mike, a customer in London, My Abri is making it easier to access information about his home, tenancy and services, giving him greater convenience and control whenever he needs it.

Read Mike's story

A man with grey and and black t-shirt is sat down at a table smiling. He has people around him out of shot. There are mugs and drinks on the table.

Peter's story - 'Abri listens to my views and uses them to shape their services'

As a member of our South West Customer Panel, Peter helps ensure customers’ voices are heard, bringing lived experience into conversations that shape homes, neighbourhoods and services.

Read Peter's story

A woman with short grey hair, wearing a green top, is sat down on a chair outside in a garden.

Elizabeth's story - 'Abri cleans and maintains communal areas'

Since moving into her home in 2015, Elizabeth has taken great pride in the shared garden. The space has become one of her favourite features, offering enjoyment, connection and opportunities to support local wildlife.

Read Elizabeth's story

Our new Services Strategy

When we consulted with our customers on our new Services Strategy, it was clear what matters most: getting things right first time and fixed quickly; safe neighbourhoods and clean shared spaces; homes that remain affordable; and opportunities to connect, support wellbeing and build stronger communities.

View our Services Strategy

Our Tenant Satisfaction Measures

We believe our customers should have a positive experience at every stage of their journey with us. That's why it's important for us to understand how you feel about the services we provide. In 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures - a way we can track how satisfied you are with us as your landlord.

View our latest Tenant Satisfaction Measures