Customer satisfaction is high, with improvements across all measures and results that place us among the best-performing housing associations in the sector.
Customers tell us they feel safe in their homes, that repairs are carried out well, and that they are treated with respect by our staff. We're proud of these results, which reflect the commitment of our teams every day.
We also know there is more to do. Although satisfaction increased, scores for complaints handling, anti-social behaviour and maintenance of communal areas were lower than in other areas, and we're focused on making improvements where they matter most to customers.
We set ourselves high standards and are committed to listening, learning and improving, so that we can deliver the best possible services for our customers and continue to build on these strong results.
Sue Lakin, Deputy Chief Executive and Lead for operations
Cottsway
At the end of the year, we launched our new Customer Engagement Plan 2026-2029, shaped by your feedback and new standards for social housing. Three main priorities came through clearly, which we call the 3 Cs: Communication, Communal areas and Contract management.
The plan explains how we'll focus on these areas, listen to your views, use information to better understand your needs, and create more opportunities for you to get involved and have your say.