Customer Annual Report 2024/25
Keeping homes in good repair
In the summer of 2024, we held a consultation with customers ahead of the merger.
One of the main themes to come out of this was to improve the repairs service we provide and we’re absolutely committed to doing that.
We know how important it is to get repairs right. That’s why we’re committed to clearing the backlog of repairs by the end of December 2025. That will create a strong foundation for us to deliver a much-improved service.
Looking ahead, we’re also developing a regional delivery model. This will make sure customers receive a service from locally based teams that understand your home and your needs.
Key metrics
Repairs completed between 1 April 2024 and 31 March 2025
Responsive repairs not completed on 31 March 2025
Spend on existing homes between 1 April 2024 and 31 March 2025. This includes major works, maintenance, planned works and capital investment.
TSM scores
Satisfaction with repairs service
Tenants/specialist housing customers (LCRA)
N/A
Shared Ownership customers (LCHO)
Satisfaction with time taken to complete your repair
Tenants/specialist housing customers (LCRA)
N/A
Shared Ownership customers (LCHO)
Satisfied that we provide a home that is well maintained
Tenants/specialist housing customers (LCRA)
N/A
Shared Ownership customers (LCHO)
Satisfied that we provide a home that is safe
Tenants/specialist housing customers (LCRA)
Shared Ownership customers (LCHO)
Safety compliance levels
On 31 March 2025
Fire risk assessments
Gas safety checks
Legionella risk assessments
Lift safety checks
Asbestos management surveys or inspections
Electric safety checks
Home improvements
Made between 1 April 2024 and 31 March 2025
Homes with new windows and doors
Homes with new roofs
New kitchens
New bathrooms/wet rooms
New boilers installed
To help us make these improvements, we come to check your home every few years. This helps us make sure it stays safe, comfortable and warm.
These “stock condition surveys” as we call them are just like an MOT for your home. We check key parts like the roof, kitchen, bathroom, heating and insulation.
When we next get in touch about them, please make sure you let us in to carry out our surveys. You can find out more about them here: