Our Annual Report to Customers for 2025-26 is now available and it shows how we did between 1 April 2025 and 31 March 2026, including what went well and where we need to do better.

This year, the report was shaped by our Customer Readers Panel, a group of customer volunteers who played a big part in making it.

Choosing what goes in

From the start, the panel helped us decide what to include. They told us which topics matter most to customers and what questions people would want answered. This helped us focus the report on the things that affect customers’ home and communities, such as repairs, safety, anti-social behaviour, complaints and rent.

Making it easy to read

The panel also had a say in how the report looks. They wanted it to be clear, eye-catching and, most of all, easy to understand. Their ideas helped shape the layout, the way we show facts and figures, and the plain language we used throughout.

Checking it before it went live

Before the report was published, the panel read it again and gave us more feedback. We used their comments to make final changes, so the finished report is clearer and more useful.

Honest about our year

The panel wanted the report to be open about the hard parts as well as the good news. So as well as sharing where we have improved, the report is clear about where we fell short and what we are doing about it.

More than just the report

The panel has been busy this year. They also helped us write our new Customer Experience Strategy and Customer Handbook, and suggested ways to improve our customer magazine, Community Matters.

Thank you

A big thank you to every member of the Customer Readers Panel. Your time and honest views help make sure the information we share is written with customers in mind, not just about them.

Read the report

You can read the full Annual Report to Customers 2025-26 here: Annual Report to Customers 2025-26 It is also available in other languages and formats on request.