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Your feedback and engagement have shaped the services we deliver and the improvements we’ve made. Here’s a look back at what we’ve achieved this year, all dedicated to supporting you.
A year of digital growth
70% of our homes now have an online account, making it easier for customers to manage their tenancy and access services anytime.
We launched 15 new features on the online account, improving convenience and accessibility.
Over 60,000 customers used our accessibility tool, ensuring our digital services work for everyone.
Supporting customers every day
Our team answered 146,667 calls and handled 130,986 online chat conversations, providing quick and reliable help. And we published 197 online help and support articles, giving customers easy access to guidance and help when needed.
Helping customers save
Customers saved £26,878 through the Housing Perks app on everyday essentials. In addition, £21,225 of savings were used by customers to help pay their rent—making a real difference in easing the cost of living.
Looking ahead
Customer influence will remain central to our plans for 2026. We’ll continue to expand digital services, improve accessibility, and create more opportunities for customers to shape what we do. Together, we’re building stronger communities and better services.