Our 2050 Strategic Plan, A great home for everyone, sets out our plan for the next 30 years. Our social purpose remains unchanged – we’ll carry on providing homes people can afford; strive to ensure our homes are safe and decent; work hard to improve our services to customers; and continue to support our communities.
This year, we continued our programme of transformational change, launching our new neighbourhood approach and opening our new Customer Contact Centre, enabling us to deliver more local, joined-up services and enabling us to resolve customers' issues faster.
We also added more features to MyAccount, enabling customers to solve the majority of the most common enquiries on their phone, mobile device or computer, at a time that suits them.
We continued to invest in our homes, spending £109.2m on repairs, maintenance and improvements, and brought more repairs and maintenance services in-house, giving us more control on timeframes and quality, to improve customer satisfaction.
We remain committed to building more affordable homes. We began building 823 homes this year and delivered 630 new homes, and we are on track to deliver an average of 1,500 new homes each year.
We also launched our first inclusion strategy in February 2024, which will help us to build a culture of inclusive leadership and to support talented, ethnically-diverse colleagues to progress their careers.