Chair’s foreword
Annual Report 2024/25: A year of progress, partnership, and purpose
This year’s annual report is more than a summary of milestones; it is a celebration of the people, partnerships, and purpose that define who we are. In 2024/25, we continued to put our tenants and customers at the heart of everything we do, delivering high-quality homes and services whilst maintaining a strong and sustainable financial position.
We are proud to report another successful year in which we met most of our Strategic Plan objectives. From building new homes to improving access to affordable housing to investing in the upkeep and quality of our existing properties, our commitment to excellence has remained constant.
This year also marked a major milestone as it was our 30th anniversary. We celebrated this achievement with a continued focus on tenant engagement. Our Tenant Voice – Improving Services group played a vital role in shaping improvements, whilst Community Chats and the dedication of our tenant volunteers brought fresh perspectives and strengthened our connection with the communities we serve. For the first time, tenant representatives also took their seats on our newly formed tenant committees, helping to shape the services that matter most to them.
Improving tenant satisfaction and services remain a top priority, and our continuous improvement approach supports the new consumer regulation requirements introduced in April 2024, with positive results and outcomes.
Our diverse business streams continue to provide tailored services to meet the evolving needs of our tenants and customers. Each stream is guided by a clear business plan aligned with our strategic goals, ensuring we remain agile, resilient, and future-focused.
Leadership also saw a transition this year. In September 2024, we bid farewell to Nigel Wright, who stepped down as Chair of the board after years of dedicated service. We thank Nigel for his outstanding leadership. I am honoured to step into the role of Group Chair and look forward to working alongside the board, Executive Team, and our wider community to build on our strong foundations and deliver on our shared ambitions.
As always, we remain committed to the highest standards of safety, service, and support for our tenants, our customers, our employees, and our partners.
On behalf of the board, thank you for your continued trust and support. Together, we are not just building homes, we are building stronger, more connected communities. We hope you enjoy reading this report and seeing the impact of our collective efforts.
Sheena McDonnell, Group Chair
'Improving tenant satisfaction and services remain a top priority.'
CEO foreword
We are extremely proud to be a social housing provider delivering high-quality homes and many complimentary services to our tenants and customers. This annual report shows a range of examples of the impact of our work, shared with you in the words of our tenants and customers.
Good housing offers a strong base upon which people can build their lives and live well in a thriving community. We are committed to ensuring our existing homes are safe, secure, well maintained, and suitable for the living standards of today and tomorrow. We continue to invest in our properties and our communities to ensure our commitments to people and place are front and centre of our priorities. We are also committed to developing more new homes to meet the significant housing need in our society.
Our strategic aims of homes, independence and opportunities demonstrate our role goes far beyond just housing. We recognise that to live well and achieve a healthy life people need to have choices and make their own decisions, ones that work for their personal needs and preferences. Our living well commitments also mean we will challenge inequality in our society and create opportunities for tenants to influence and shape our services. This people-focused approach is embedded in our customer service offer and in everything we do.
We hope you will enjoy this annual report, hearing and reading the real stories from people who live and work in social housing and our customers across the range of services we offer as a forward-thinking, socially minded organisation.
Jacqui De-Rose, Group Chief Executive
