Together, we’re making a difference – introducing our 2025/26 customer annual report

Our 2025-26 Customer Annual Report was co-created with our customers, meaning their insights and opinions have guided it from beginning to end.

This year’s report brings together 12 real stories from people who live in our homes, showing how we're bringing our new Services Strategy to life. From customers receiving support when they need it most to residents influencing services through their feedback, their experiences demonstrate the difference our homes, services and communities make to people's lives, and help shape how we work.

Alongside these stories, the report shares the progress we've made over the past year. It highlights the investment we've made in customers' homes and communities, how customers have influenced services and decisions, the priorities we're focusing on across our regions, and how we're performing against our latest Tenant Satisfaction Measures.

But whilst it’s important to acknowledge the progress we’ve made, it’s also important to recognise that we can do better. Our customers’ feedback holds us accountable and helps us understand where we need to focus our efforts to improve our services.

Over the coming weeks, we’ll be bringing our 2025-26 Customer Annual Report to life through our ‘Together, we’re making a difference’ campaign.

We’ll be sharing the customer stories featured in the report, alongside extra content to bring them to life. This includes video footage of each story, along with additional colleague insights, giving you a look behind the scenes at what goes on to make these fantastic examples possible.

It will highlight that by combining the hard work of our colleagues with the insights and feedback we get from our customers, great things are possible. Together, we can continue to improve our services across all our communities.

Read the stories in our ‘Together, we’re making a difference’ campaign

If you want to read the stories from our services, find out more about our new Services Strategy, regional priorities, resident involvement offer and more, click the button below to view our full Customer Annual Report.

Read our 2025-26 Customer Annual Report