We published our annual customer report on Monday 29 September, focusing on issues that directly impact the 130,000 of you who live in one of our homes and use our services.
The report, called Working Better Together For Our Residents, includes information about how we’re performing against the consumer standards and other internal metrics. You’ll also find performance data on the ‘our performance’ pages of this website.
The customer report is complemented by two other publications covering the 2024/25 financial year – our annual report and financial statements and our environmental, social and governance report.
We received a regulatory judgment during the year that demonstrated the need for significant improvements across our organisation. Good strategic and operational progress has been made over the past 12 months and we are pleased with the steps taken to deliver against our Better Together strategy and regulatory compliance action plan.
To deliver better connections, we have bolstered our local officer and the customer service centre teams with the support of specialist teams covering repairs, complaints, service charges and legal services.
A key priority to deliver better homes was to tackle overdue fire risk actions and damp and mould cases, as well as setting an ambitious target for stock condition surveys. We were pleased to have made good progress in all of these areas. We have also continued to invest significantly in day-to-day repairs and to accelerate our refurbishment programme.
Even though we have scaled back the rate of new development, we remain committed to delivering better places. In 2024/25 we invested over £118m in our regeneration schemes and delivered 793 new homes for Londoners.
We are undergoing an ambitious transformation and change on this scale will take time. Looking ahead, improving the resident experience will continue to be a key priority for us, enabled by £800 million of investment into our homes over the next 10 years.
