"My commitment is simple: we will listen, be honest about where we need to improve, and act on what residents tell us. Ultimately, we want every resident to feel safe and proud of their home, confident in the services they receive, and able to trust us to do what we say we will do.”
Delivering improvements that matter to residents
Every year, we publish our Customer Report to explain how we're performing, the improvements we’re making, and the areas where we know more work is needed.
This year's report highlights the progress we’ve made to improve services for residents, invest in our homes and communities, and deliver against our regulatory improvement priorities. It also shows how resident feedback is helping to shape decisions and drive improvements across NHG.
While we know there is more to do, we remain focused on providing safe, quality homes and delivering the services that matter most to residents.
Improving services for residents
We're working to better understand residents' needs and improve their experience of NHG. During the year, 12,681 households shared information through our Know Our Customer programme, helping us tailor services and support more effectively. We received more than 6,000 responses to our Every Voice customer survey, which will help shape our corporate strategy and approach to customer engagement.
Investing in homes and communities
We're committed to providing safe, quality homes and improving the places where residents live. During the year we completed 147,000 repairs, while 99.63% of homes met the Decent Homes Standard. We have also committed more than £1bn of investment in our homes over the next decade to improve quality, safety and sustainability.
Supporting our residents
We know that a good home is about more than bricks and mortar. During the year, our resident support services helped residents secure more than £4m in additional welfare benefits and provided over £236,000 in hardship funding to households facing financial pressures.
Resident involvement and engagement
Residents are at the heart of what we do, and there are many ways to get involved in shaping our services and communities. This year, more than 6,000 residents shared their views through the Every Voice survey, providing valuable feedback that will help shape our new resident engagement strategy and three-year corporate strategy. We are now analysing responses alongside feedback from surveys, complaints and service requests to identify priorities for improvement. While the survey has closed, we still want to hear from you. Whether through consultations, scrutiny projects, focus groups, regional meetings or local events, there are plenty of opportunities to get involved.
Enhancing community
Our Community Culture Fund helps residents celebrate diversity, promote inclusion and strengthen local communities. Managed by our resident involvement and engagement team, the fund provides simple, accessible financial support for resident-led projects and events. During 2025/26, we received 12 applications, approving 10 and allocating £1,600 to community initiatives. Supported projects included gardening activities, social events and two remembrance benches for a sheltered housing scheme. One standout project engaged young residents through creative arts activities, bringing people together to improve a shared community garden. The project encouraged creativity, connection and pride, leaving a lasting positive impact on the neighbourhood
Opportunities for young people
The Woodberry Down Pavilion showcases how investing in young people can create lasting benefits for communities. Through a partnership with local organisations, 11 residents aged 13 to 19 helped design and build a community pavilion for the Hidden River Festival. Over four months, participants developed practical design, teamwork and problem-solving skills while working alongside industry professionals. The pavilion became a vibrant community space for events and creative activities. By the programme’s end, 83% of participants reported increased confidence and valuable new skills, while five progressed into further architectural learning opportunities. The project continues to inspire community involvement and local pride.
