6. Tenant Annual Report 2024 – 2025
This page gives a short overview of how our housing service performed between 1 April 2024 and 31 March 2025, and how tenant feedback has helped shape improvements.
A full, detailed report is available to download at the bottom of the page.
At a glance
- Tenant satisfaction increased to 76%, up from 70% last year
- Repairs were completed faster than the national average
- 152 homes were upgraded to improve energy efficiency
- New energy-efficient council homes were completed at Brook House and Whipton
- Safety checks were completed in almost all homes
- Tenant feedback directly influenced policy and service changes
Listening to tenants
Tenant feedback plays a key role in how we improve services.
You said:
Communication could be clearer
We did:
Staff were trained to write in plain English and website content was updated
You said:
Anti-social behaviour was not always handled well
We did:
We updated our policy and introduced clearer action plans and better support
You said:
You wanted more investment in neighbourhoods
We did:
We ran Tenant Focus Week, added new benches and planters, and supported community gardening groups
Your home and safety
Keeping tenants safe remains a top priority.
During the year we:
- completed almost all required gas, fire, asbestos, lift and legionella safety checks
- carried out thousands of smoke and carbon monoxide alarm checks
- continued work to tackle damp, mould and other hazards
Dedicated compliance officers are in place to manage safety checks and follow up any issues.
Repairs and maintenance
- Over £26 million was spent on repairs, maintenance and improvements
- The average repair time remained below the national average
- Tenants told us they value timely repairs but want better communication — this remains a focus for improvement
Complaints and service improvement
Complaints are treated as an opportunity to improve.
- Complaints increased this year, reflecting a national trend
- Average response time was around 11 days
- Feedback led to clearer complaint responses, staff training and better tracking of repairs
If something isn’t right, tenants are encouraged to contact us so issues can be resolved quickly.
Community and involvement
- Community events, housing surgeries and estate walkabouts were held across the city
- Support continued for activities that reduce isolation, including exercise, digital skills and social sessions
- Tenant groups such as Tenants’ Voice and the Complaints and Performance Group helped review policies and services
Download the full report
Each year we publish our performance in our Tenant Annual Report. The report is posted out to all of our tenants, and we also share an accessible version online. You can contact us if you would like a PDF copy of the version sent to householders, or click here to download our accessible version: