Invest

We maintain and invest in homes and community spaces, so they’re safe, decent and sustainable for the long term

Our priority has always been to provide safe, decent and energy efficient homes, in neighbourhoods customers can be proud of.

We face significant funding challenges to ensure our homes are safe, decent and sustainable, and to ensure we continue to comply with changes to building safety legislation, the Decent Homes Standard, Awaab’s Law and the government’s environmental targets.

But we remain committed to investing in our homes. We invested £134.2m (2023/24: £123.8m) in improving homes this year. Work included cyclical decorations, replacing bathrooms, kitchens, windows and doors, installing new roofs, plus electrical and ‘business as usual’ building safety works.

Highlights

  • 98.4% Decent homes compliance (2024/25: 98.9%)
  • 84.6% Satisfaction with repairs (2024/25: 85.6%)
  • £134.2m Invested in our homes (2024/25: £123.8m)
  • 81% Of General Needs homes in EPC band C (SAP69) or higher (2024/25: 80%).
  • Accessing homes to keep customers safe

    We worked with colleagues and customers to update our Damp and Mould and No Access procedures so we can act quickly and to improve communications.

    We now use health and safety risks as a reason to access homes and, in emergency situations, if we can’t get into a home on the first visit, we’ll gain access on the second.

  • Dealing with damp and mould
    • We updated our policies and procedures around identifying and resolving damp and mould issues as quickly as possible before Awaab’s Law came into force on 27 October 2025
    • We completed 100% of emergency mould washes within 24 hours and investigated 99.8% of hazards, and communicated the results of 99.6% of inspections with customers, within target
    • We’re getting ready for the implementation of Phase 2 of Awaab’s law in 2026/27, which will extend requirements to cover a range of other hazards.
  • Ensuring homes are in good condition
    • We completed 7,007 stock condition surveys of customers’ homes, including 1,761 blocks; 96% of homes have been surveyed in the last five years
    • We carried out 33,000 estate inspections, to ensure buildings, communal areas and shared spaces were maintained to a high standard
    • 98.4% of customers’ homes met the Decent Homes Standard, and 98.6% of homes were compliant with all checks and standards
    • 81% of our general needs homes were in EPC band C (SAP 69) or higher.

     

  • Keeping in touch with customers about repairs

    Our SMS service means customers can find out more information about their repairs and maintenance appointments.

    Customers receive a text message when we’re on our way, with a link to details about the timeslot, the operative’s name and their van registration, and what work they’ll be carrying out.

     

  • Pinnacle expands neighbourhood services

    Pinnacle Group won the contracts for our grounds maintenance services and communal cleaning services in 2025, worth a combined £11m, following two competitive tender processes. Customers took part in both consultations and helped agree improved specifications.

    This joined-up approach, covering most of our neighbourhoods, is more efficient, delivers better value for money and means higher quality services and great living environments for customers.

  • Keeping customers safe in their homes
    • We’ve carried out building safety remediation work on 42 buildings – a total of nearly 2,200 homes – since 2017, all of which have since passed EWS1 surveys, giving customers the assurance their homes are safe
    • We haven’t passed on the costs of remediation to customers: we’ve received £10.8m from the Building Safety Fund, £3.4m from the Cladding Safety Scheme. Some costs have been met by the original contractors and developers of the affected buildings
    • All the buildings we own or manage have had a fire risk assessment.