We published a new report on Friday 11 October, focusing on issues that directly impact the 130,000 of you who live in one of our homes and use our services.
Called Working Better Together For Our Residents, our customer report includes information about how we’re performing against new consumer standards introduced in April 2024, and other internal metrics. You’ll also find performance data on the ‘our performance’ pages of this website.
The customer report is complemented by two other publications covering the 2023/24 financial year – our annual report and financial statements and our environmental, social and governance report.
Between them, they demonstrate good progress against our Better Together strategy, our commitment to providing better homes and an enhanced resident experience.
In challenging operating conditions, we laid some firm foundations in 2023/24 from which to deliver significant improvements for residents, as well as operationally and financially:
- To create better connections, we built a new customer experience team, including a new complaints service, with the aim of improving the service we provide to customers and addressing issues more satisfactorily. We’ve also rolled out a new repairs hub with centralised teams helping us to take a more proactive approach towards identifying problems before they occur.
- To deliver better homes for our residents, we have invested £40 million from our planned investment programme – four times the amount spent five years ago. We have delivered cyclical improvements to around 2,500 homes, replacing 733 kitchens and bathrooms.
- To establish better places, we completed on 822 new homes and started work on site for a further 858, demonstrating our commitment to providing more affordable homes for Londoners. We additionally introduced a new way of managing our larger estates, offering a more holistic service to the 10,000 households in those communities.
Although 2023/24 was a year of challenge and change, we’ve taken important steps to become a more resident-focused organisation. Delivering for you will take time and requires significant further operational and cultural change, but the new publications show we have made a good start.
