Fair and inclusive services
We worked to make our services more accessible and inclusive. Website accessibility improved from 63% to 99% this year, while translation support and our emergency out-of-hours service remained available. We also monitored customer satisfaction, supported vulnerable customers, reviewed staff and Board diversity, and funded projects that improve education, skills and local communities.
Read our Equality, Diversity and Inclusion Report 2025-26: cottsway.co.uk/EDI
Keeping you informed
We refreshed our ‘Homepage’ customer newsletter, with more service updates, customer stories and examples of how feedback has shaped our services. We started sending this via text message in addition to email, and by post to a minority of customers where we do not have digital contact details, because we want to ensure you all receive a copy.
We had more than 90,000 website visits, posted over 330 social media updates and engaged with you online.
Continuing to go digital
More customers are choosing to use our online services.
Registrations for our ‘My Cottsway’ customer portal increased by 300 to 2,481, with customers using it to manage rent accounts, make payments, set up Direct Debits and check previous repair appointments and request routine repairs.
We also saw more enquiries through email and webchat, while phone enquiries fell and call answering times improved.
89%
satisfied we keep you informed about things that matter to you ↑4%
76% of customers now access services online. ↑3% 91% satisfied with the online services we provide. ↑4%
What you said
“I would just like to thank you so much for all your help. I really appreciate your honesty and compassion.”
"Whoever answers the phone always treats me with kindness and patience, I really value that I can speak to someone and it's not automated!"
“I have never experienced such kindness, patience, courtesy, empathy and understanding. Everyone I spoke to at Cottsway could not have been more helpful and truly lovely.”
“Thank you so much for the very prompt and detailed follow up of my complaint. You have given a really clear and precise summary which is easy to follow. I appreciate the hard work and time it must've taken to do this.”