Everything we do is focused on making a positive difference to the lives of people living in our homes.
As we reach the end of year three of the ForHousing Strategy, we’re sharing an open and honest update on the progress we’ve made, alongside the areas where we know we need to improve.
Over the past year, we have delivered most of the milestones set out in our strategy, continuing to invest in our services and support for tenants. However, we recognise that improvements in performance and customer satisfaction have not been as consistent as we would have liked.
Feedback from tenants continues to highlight key priorities for improvement, particularly in repairs and maintenance. Alongside this, increasing demand and wider pressures across the housing sector have created additional challenges in delivering services at the standard we expect.
Despite this, our focus remains clear:
- Listening to tenant feedback and acting on it
- Prioritising resources where they will have the greatest impact
- Improving the overall experience of our services
Our year three review
Our year three review provides a detailed overview of the progress we’ve made, the challenges we’ve faced and the actions we are taking to drive improvement.
Strengthening our approach in year four
As we move into year four of the strategy, we have reset our performance targets to better reflect the current operating environment and the areas that matter most to tenants.
We have also introduced two new performance measures to sit alongside our existing perception-based measures. These will provide more actionable insight into tenants’ experiences and help us to target improvements more effectively.
The Customer and Homes Strategies will be reviewed throughout 2026 and
the Resources Strategy also will be updated sooner – by September 2026 – to support us with addressing cost pressures and ensuring resources are aligned to our priorities and invested in the right areas.
Looking ahead
We are building on the foundations established over the past three years, but we know there is more to do.
Our priority is to continue listening, learning and improving, working collaboratively with you, our partners and stakeholders, to deliver meaningful, lasting change. By doing so, we will strengthen the impact of our services and deliver our shared ambition to improve the quality of social housing and the lives of those who live in it.
