Reports and research

In this section you'll find links to our annual reports and research.

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Our latest customer reports

Explore how we’re performing and the ways we’re using your feedback to improve.

Read our 2025/26 Customer Report Read our 2025/26 Complaints Performance and Service Improvement Report

Explore more reports and research

Here, you can take a look at more of our reports and research. If you’d like to request a printed copy, please get in touch.

Get in touch

These reports review financial year performance and cover the work that we have done to improve customers’ homes, services and neighbourhoods.

Annual customer report 2025/26

Annual customer report 2024/25

Annual customer report 2023/24

Annual customer report 2022/23

Annual customer report 2021/22

Annual customer report 2020/21

These reports set out how we are performing around complaints and how we are responding to feedback from customers to improve our complaints handling process.

The Housing Ombudsman also requires us to publish our Board’s response to our complaint reports, which you will also find in this section along with our self-assessment of compliance with the Ombudsman’s Complaints Handling Code.

Annual Complaints Performance & Service Improvement Report 2025/26

Governing Body response to Complaints Performance & Service Improvement Report 2025/26

Self-assessment of the Housing Ombudsman’s Complaint Handling Code 2025/26

Annual Complaints Performance & Service Improvement Report 2024/25

Governing Body response to Complaints Performance & Service Improvement Report 2024/25

Self-assessment of the Housing Ombudsman’s Complaint Handling Code 2024/25

Annual Complaints Performance & Service Improvement Report 2023/24

Governing Body response to Complaints Performance & Service Improvement Report 2023/24

Self-assessment of the Housing Ombudsman’s Complaint Handling Code 2023/24

Annual complaints review 2022/23

Annual complaints review 2021/22

Annual complaints review 2020/21

The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) to evaluate how well housing associations are performing in different areas.

The TSMs cover both our rental and shared ownership customers. This annual survey asks customers to share how satisfied (happy) or dissatisfied (unhappy) they are in lots of areas, such as repairs, communal areas, complaints and customer involvement. This information is published by us and reported to the Regulator of Social Housing every year.

If you’d like to learn more about the results from our annual tenant satisfaction surveys, please visit our performance page.