Over the past year, we’ve been busy delivering the first year of our new corporate plan, Tenants at Heart. Thanks to your feedback, 2025/26 has been a strong year, so here’s a look at what we’ve achieved together.
You told us things are getting better
We’ve achieved some of our best-ever tenant satisfaction results:
- Overall satisfaction for tenants renting their homes with us rose to over 80% the first time, from 78.7% in 2024/25
- Satisfaction also increased for homeowners to 61.7%, from 53.5% in 2024/25.
Your feedback helps us focus on what matters most, and the full results will be shared in our annual Tenant Satisfaction Measures (TSM) report later this year.
We’re supporting you with rent and money matters
This year, rent arrears fell to 3.82%, the lowest level we’ve ever achieved. This reflects the hard work you and our teams have done together, as well as the support we offer you through our free and confidential Money Advice service. Keeping arrears low helps us protect services and continue investing in your homes.
We built more affordable homes for our communities
We built 356 new homes in the last year. Over the last seven years, we’ve delivered more than 4,000 new homes, helping more people access safe, secure and affordable homes.
We invested in making your homes more warm, safe and modern
We continued to invest in existing homes, making them fit for the future:
- 332 homes were modernised through our Homes for Modern Living programme
- 1,329 homes were upgraded to EPC band C
- More than 80% of our homes now meet or are above EPC band C
We’ve cut our carbon emissions
We cut our carbon emissions by 846 tonnes – more than four times our target of 200 tonnes for the year. We were able to do this through energy efficiency improvements, changes to heating and power systems, and the move towards a cleaner national energy grid.
Looking ahead
Every decision we make comes from the feedback you give us and the trust you put in us. Your voice, ideas and opinions are central to Tenants at Heart, and together we’ll continue to improve homes, services and communities as we move into year two of our corporate plan.
Want to become an Involved Tenant and help shape our services? Learn more about My Voice here.
