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doc16841 29919115-dc21-4709-b48f-c2a0d374e39d_Cottsway_Annual_report_PDF-artifacted.pdf
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"text": "i You'll find links throughout to further reports and information published on our website. If you aren't online and need a printed copy or have any questions, please call us on 01993 890000."
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Page 3
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"text": "I’m Vanda and I’ve lived in a Cottsway home since 2006. As Chair of the Customer Scrutiny Group, I’m proud to introduce Cottsway’s 2025–26 Annual Report and share how we’ve helped improve services this year."
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"text": "The Scrutiny Group is made up of customers who use their experiences to review services and suggest improvements. We work independently, and with staff and Board Members, to make sure customers' views are heard."
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"text": "It has been a busy and productive year. We have reviewed performance, contributed to key discussions and challenged services where improvements are needed. One of our main achievements was reviewing the end of tenancy process. After speaking with customers and staff, we made 13 recommendations to make it clearer, more supportive and more accessible. I'm pleased changes are already being made to improve the service."
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"text": "Like all housing associations, Cottsway is working in a more regulated environment. Part of our role is to check how requirements are being met and make sure the customer voice is heard. Some of us also sit on the Customer Insight Group with service managers, reviewing feedback, complaints and performance and also attend Customer Committee with Board Members. I have seen first-hand that Cottsway values what customers say and uses it to improve services.\nYou'll find examples in the pages ahead, along with customer satisfaction results and performance information. This report also includes updates on homes, communities, customer support, repairs, complaints, involvement, sustainability and new homes."
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"text": "This year, Cottsway marked its 25th anniversary. It was a pleasure to be part of the celebrations and see the difference the organisation has made to people's lives and communities. We welcomed Cottsway's new Board Chair Anne McLoughlin, who takes over at the start of 2026-27. We were proud to be involved in her recruitment and see her social housing experience and commitment to customers."
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"text": "Looking ahead, the Scrutiny Group continues to evolve and we are excited to bring fresh ideas into our work. Cottsway will also shortly recruit two new Board Members with specialist roles covering customer care and influence, and placemaking and development."
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"text": "Finally, I'd like to thank everyone of you who shared your experiences and feedback both to help us in our scrutiny work, and directly to Cottsway. Every customer deserves a voice, and I hope you're encouraged to hear and see that feedback is making a real difference."
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"text": "i\nFind out more about getting involved\nand having your say on the way Cottsway\nworks: cottsway.co.uk/getinvolved",
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Page 5
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r4c1 (36%): “Damp and mould cases were not always handled as quickly or …”
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Page 13
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"text": "Our new homes completed in Woodstock this year (find out more on page 27) also include dedicated mobility scooter parking and charging facilities, joining other existing developments that already have homes with adaptive features."
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Page 22
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1 · HEADING
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9 · HEADING
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11 · TEXT
12 · FIGURE
13 · FOOTER
Page 22 JSON
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Page 23
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1 · TABLE
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3
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13
14
15
16
17
18
19
20
21
22
23
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26
27
28
29
30
31
32
33
34
35
36
37
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44
45
46
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48
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54
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62 · HEADING
63 · TEXT
64 · TEXT
65 · TEXT
66 · TEXT
67 · TEXT
68 · TEXT
69 · FOOTER
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"text": "Our in-house trades team and the office staff who help arrange repair appointments do much more than carry out repairs. They're committed to providing great customer service, and we really appreciate the overwhelmingly positive feedback you've shared about them."
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"text": "The plasterers that came today were so friendly and exceptional. The quality of work is amazing, they were kind, professional and did so much more than I was expecting. They are a serious asset to you. They even cleaned up fully after. As was the electrician amazing I had for my plug and shower repair. You wouldn't guess this is a social housing repair. Please thank the plasterers for how fab they were."
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"text": "“My repair was raised and dealt with within a few hours. I’m extremely grateful.”"
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"text": "Most of our income comes from rent, and this year we collected 100.50% of the rent due. Other income comes from service charges and proceeds from the sale of shared ownership properties."
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"text": "Although costs have increased due to inflation and rising demand for repairs, we remain focused on delivering high-quality services and investing in the future. By operating within a manageable and cost-effective distance of our offices in Witney, improving efficiency, and securing better value through procurement, we maximise the impact of our resources and deliver value for money."
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"text": "If you would like to get involved or you have any ideas about how Cottsway can improve, or you're a business interested in working with us, we would love to hear from you!\nCottsway House\nHeynes Place\nAvenue Two\nWitney\nOxfordshire OX28 4YG"
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