Delivering our Business Strategy
Our Business Strategy 2024–2035 sets out what we’re aiming for over the next decade.
We’ve kept it simple—listing clear objectives for the year ahead, alongside long-term ambitions for 2030 and 2035.
We’ve also included key measures of success so we can track progress and share updates with you.
Read our Business Strategy 2024–2035
We’ll update this page every quarter with the latest performance data across our three strategy foundations:
- Happy customers
- Fantastic homes
- Brilliant people
How we performed in 2025/26
Happy Customers
| Key performance measure | Actual 25/26 end of year | End of 25/26 target | End of 24/25 |
|---|---|---|---|
| Satisfaction with our services (overall) (full year) | 92.7% | 89.0% | 90.0% |
| Customer net promoter score (would recommend Thirteen) (full year) | 83 | 75 | 77 |
| Total current tenant arrears (% of debit) (at year end) | 2.3% | 2.9% | 2.6% |
| Satisfaction with ASB service (overall) (full year) | 71.6% | 70.0% | 67.9% |
| Tenancy turnover (rolling 12 months) | 7.2% | 7.0% | 6.9% |
| Satisfaction with repairs service (overall) (full year) | 93.2% | 90.0% | 90.7% |
| Empty homes loss (% of debit) (full year) | 2.6% | 2.1% | 2.6% |
| Repairs completed within target timescale (non-emergency) (in the month) | 93.5% | 75.0% | 75.8% |
Fantastic Homes
| Key performance measure | Actual 25/26 end of year | End of 25/26 target | End of 24/25 |
|---|---|---|---|
| New supply delivered – social housing (at year end) | 668 | 550 | 650 |
| % of stock at EPC C or above (at year end) | 79.9% | 80.0% | 75.2% |
| Satisfaction with the quality of new build homes (full year) | 95% | 93% | 92% |
| % of spend on maintenance through investment vs reactive repairs | 47% | 44% | 43% |
Brilliant People
| Key performance measure | Actual 25/26 end of year | End of 25/26 target | End of 24/25 |
|---|---|---|---|
| Employee engagement score (at year end) | 74 | N/A | N/A |
| Average days lost to sickness per FTE (rolling 12 months) | 12.3 | 11.0 | 12.7 |
| Voluntary staff turnover (rolling 12 months) | 8.1% | 7.0% | 7.4% |
| EBITDA MRI interest cover (at year end) | 143.9% | 125.3% | 159.4% |
| Cash efficiencies delivered (full year) | 3.2% | 3.0% | 3.5% |