We've published three reports looking back at our performance during 2025/26: our Customer Annual Report, Annual Report and Financial Statements, and Environmental, Social and Governance (ESG) Report.
Together, they explain how we're performing, the progress we've made, and where we know more work is needed. They also show how we're investing in homes and services, supporting residents and communities, and continuing our work to improve as an organisation.
We know that what matters most is your experience of living in an NHG home. That's why our focus remains on providing safe, quality homes, improving the services you receive, and making sure your feedback helps shape the decisions we make.
Listening to you
Understanding residents' needs is an important part of improving our services. During the year, 12,681 households shared information through our Know Our Customer programme, helping us better tailor services and support.
More than 6,000 residents also took part in our Every Voice survey, making it our largest-ever engagement exercise. What you told us will help shape our future corporate strategy and customer engagement, ensuring residents remain at the heart of decision-making.
Investing in your home and neighbourhood
We're continuing to invest in the homes and communities where you live. During the year, we completed more than 147,000 repairs and maintained 99.63% compliance with the Decent Homes Standard.
We've also committed more than £1 billion of investment in our homes over the next decade, helping improve the quality, safety and sustainability of our housing stock for current and future residents.
Supporting residents
We know that a good home is about more than the building itself. During the year, our support services helped residents secure more than £4 million in additional welfare benefits and provided over £236,000 in hardship funding to households facing financial difficulties.
Alongside this, we continued to invest in community programmes and support services that help residents build financial resilience, access opportunities and thrive in their communities.
Looking ahead
The reports show the progress we've made over the last year, but they also recognise that there is more work to do.
The feedback you've shared with us has helped identify where improvements are needed most. Over the coming year, we'll be putting residents at the centre of how we design and deliver services, with a particular focus on improving service charges, repairs and complaints.
We'll continue investing in homes and communities, making services easier to access, more responsive and simpler to understand. We'll also keep involving residents in shaping our priorities and holding us to account for the improvements we deliver.
Your feedback will remain a vital part of that journey, helping us focus on the changes that matter most to you.
Read the reports
Our Customer Annual Report sits alongside our Annual Report and Financial Statements and our Environmental, Social and Governance (ESG) Report. Together, they provide a fuller picture of our performance during 2025/26, the progress we've made, and the work we're doing to improve services for residents.
