Our 2025-26 Annual Report and Financial Statements

Our Tenant Satisfaction Measures (TSMs): 

For another consecutive year, we have continued to perform strongly against the sector, with average customer satisfaction remaining in the upper quartile while sector scores average 72%.   

We received 537 complaints, an increase of 12.3% compared to the previous year. Despite this increase, our overall customer satisfaction has remained stable at 83%. 

We received a £1.2m grant from Wave 3 of the government’s Warm Homes Fund to improve the energy efficiency of 136 homes, mostly flats, over a three-year period in addition to £2m allocated to decarbonisation in our business plan. 

We significantly increased investment with around £500k to address damp and mould. Recognising both the health risks and the regulatory focus arising from Awaab’s Law, we adopted a proactive, prevention-led approach. On top of the original budget, we invested an extra £150k in ventilation improvements to address root causes rather than symptoms alone.  

We also... 

We’ve invested into the professional development of our people with training from the Mary Gober Institute. With sessions for all staff, the programme provided training on how to develop the skills and behaviours needed to deliver consistent, high-quality customer experiences. 

One of our targets underneath this strategic theme is to implement a long-term vision for our workplace and in October 2025, we achieved this through our office move. Staying local is important for us to remain close to our homes, customers and colleagues so our new office is only 10 minutes away in Broxbourne at Turnford Place. 

Over the past 20 years, we've grown by more than 2,500 homes, representing an increase of around 70%, and during the year we reached a significant milestone with the delivery of our 6,000th home. 

Expanding our reach has been a key element of our 2025-26 with a number of schemes successfully handing over across our areas of operation: 

So far, 288 of our 400-home target have started on site, and the Board has approved a further 82 homes to start on site in early 2027-28.