Our 2025/26 customer reports

September 28, 2026 | India Ikonomides

Every year we share a series of reports that show how we’re performing and the ways we’re using your feedback to improve.

Our Customer Annual Report looks back at what we achieved during 2025/26 by working together. Here are some examples:

Bringing damp and mould services in-house to Onward Repairs.
Building and acquiring 489 affordable homes across the North West.
Carrying out 5,800 home upgrades, including new doors, windows and kitchens.
Supporting 1,667 young people and job seekers into training and employment.
Delivering energy efficiency improvements to 364 homes, making these warmer and easier to run.
Spending £97million on repairs, improvements and safety work in customers’ homes.
Helping 3,922 customers access £7.5million in additional income through tailored support.
Engaging with more than 1,700 customers to shape and improve the services we provide.

Alongside the Customer Annual Report, you can explore the full results from our 2025/26 tenant satisfaction survey and our Annual Complaints Performance and Service Improvement Report using the buttons below.

Our 2025/26 tenant satisfaction survey results

Our Annual Complaints Performance and Service Improvement Report

Shaped by customers

Customer voice is central to all our reports. Earlier this year, we held a collaborative workshop with forum members to help shape them. Here’s what they told us about the experience.

“Stronger links between customer feedback, performance and future improvements help demonstrate the difference customer input is making.”

“The reports feel much clearer, more customer-focused and easier to navigate than previous years.”

“We can see a growing commitment from Onward to listen, learn and work with us to ensure that services, homes and neighbourhoods work better for everyone.”

What we have learnt

We were pleased to see that performance improved in some areas during 2025/26. This included more repairs being completed within target timescales, empty homes being relet more quickly, and complaints being resolved faster.

We were also pleased to hear you were much happier with the key services you received last year as part of the tenant satisfaction survey. This included a 12.4% improvement in how we maintain communal areas.

These improvements reflect the changes we’ve made in response to your feedback, including bringing more services in-house to Onward Repairs and Onward Environmental, improving how we handle complaints and spending more time in your neighbourhoods.

We know there are still areas where we need to do better and have plans in place to do so. We’ll continue to invest in your homes and work closely with customers to shape what we do. Whether that’s improving our repairs service, turning complaints into action or tackling antisocial behaviour, we’re committed to listening, learning and acting on what you tell us.

Thank you

Thank you to everyone who has and continues to share their views with us. We know that by learning from your lived experiences and drawing on the knowledge of colleagues who work across your communities, we can make a real difference in what we do together.

If you’d like to share your views or learn more about the ways to get involved, please visit our website or get in touch with the Customer Involvement Team by: