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            "text": "Meet Vanda, our Scrutiny Group Chair",
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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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