Annual Report for customers 2020

Here you can read about what we’ve been doing for Care and Support customers.

Care and Support

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Our Care and Support team provide over 400 accommodation, support and outreach services across England. We supported around 13,000 people in 2019-20.


Getting Online

We have heard from customers that you would like more support to get online and make the most of digital services. We have installed Wi-Fi at 193 Care and Support sites. We have produced guides for Retirement Living customers on how to get online and use features such as Skype. From 2020 each supported housing service will have at least one Digital Champion, a customer who can help their neighbours with questions about getting online. We will continue to look at how we can better connect you with online services.

GROW training and employment programme

Our GROW (Giving Real Opportunities for Work) programme provides training and employment to people with personal experience of homelessness, unemployment and/or receiving mental health services. This is so they can help and act as positive role models to those who are currently going through the same experiences as they did. In October 2019 we introduced 6 regional GROW Champions to help monitor the programme, create trainee roles and support the mentoring programme. We had 13 GROW trainees at the end of March 2020.

Improvements to Retirement Living Schemes

We refurbished a further 6 retirement living schemes last year, bringing the total number of refurbished schemes since 2015 to 34. To make the best use of our improved retirement living housing, we arranged 2,869 health and wellbeing sessions, with 21,778 customers attending.

To help us compare how we are doing, we share information about our performance with a group of housing associations of a similar type and size. We compare ourselves to the worst, average and best performers and use the latest available performance information.


The figure 91.9% is a snapshot as of March 2020 and our performance was affected by the Covid-19 lockdown in March. Our performance overall in 2019-20 was 97.5%.