Strengthening relationships, supporting communities

Our Annual Review for Customers 2024-25 shows we’ve strengthened our relationships with customers, and supported them and their communities over the past year, as we focused on improving our services and investing in their homes.

“We’ve worked hard to improve our homes and services this year, based on customers’ feedback. They’ve said they’ve seen improvements and are more satisfied,” said Group Chief Executive Officer of the Hyde Group, Andy Hulme.

Overall customer satisfaction improved to 81%, from 78% in 2023/24, showing the positive impact of our neighbourhoods approach and our Customer Service Centre.

“We’re spending more time out and about in communities and we’re dealing with customers’ questions, problems and complaints faster than ever,” Andy said.

“The number of queries raised through digital platforms doubled to 31,449 this year, and more customers are choosing to manage their homes through MyAccount. This means our Customer Services team is answering calls faster and can solve 90% of queries in one call.”

Our repairs service has also improved significantly. Customer satisfaction with repairs is up to 86%, compared with 78% in 2023/24. About 95% of routine repairs are carried out in two days.

Customers helped shape and improve a number of services this year, including car parking on some estates and our approach to vulnerabilities, and helped update our Customer Involvement Strategy.

And Customer Voice, our most senior group of customers who work with our senior management to shape services, welcomed ten new members. These volunteers better represent our customers in terms of age, location and tenure.

John Whale, Interim Chair of Customer Voice, said: “We’ve been part of monitoring and developing topics including tenant satisfaction measures, vulnerability, repairs and complaints. Members have also shared their insights on the crucial issues of antisocial behaviour.”

Andy continued: “Overall, we’re more joined-up and easier to deal with. We’re delivering better levels of service, and ensuring customers’ homes are safe, decent and affordable to live in.

“We’ll continue to focus on areas where customers tell us we need to do better. We’ll never lose sight of why we’re here: to serve the people living in the homes we manage, and their communities.”

Visit our Annual Review for Customers pages to find out more.

You can also download a copy of the Annual Review (PDF, 11MB) for a detailed summary of our performance in 2024-25.