Customer reports

We want to make it easy for customers to know more about our services and our performance. 

Our customer annual report 2023/24 is a key part of being transparent and letting customers hold us to account.

The report sets out our performance from April 2023 to the end of March 2024 on the things that matter to you. This includes how we put things right if they go wrong and what improvements we're making in areas where we need to do better. 

For the first time, it includes our performance against new Tenant Satisfaction Measures or TSMs, introduced by the Regulator of Social Housing. Partway through the year we merged with Network Homes but most day-to-day services were still separate, so some of our results cover SNG as a whole but many include information, services and performance results relevant to you and the community you live in. 

Some highlights from the year include:

• setting up 10 ‘locality’ teams to give us a better focus on issues in each area
• investing in improvements to existing homes to make them more energy efficient
• extra support on money and debt, mental health, and employment and training
• a centralised complaints team to give customers one point of contact and to focus on resolving issues more quickly.