Annual Report for customers 2021

Here you can see how your rent helps us improve our services to you.

How we spend your rent


The level of reinvestment in our existing homes has reduced from £36m in 2019/20 to £19m in 2020/21. The disruption to our capital investment programmes can be linked to the exceptional circumstances created around the world by Covid-19.

There is a planned increase in investment for 2021/22, through a programme to maintain our homes, to ensure we meet all regulatory compliance requirements and complete our Retirement Living Investment programme.

Increased investment is also planned for responsive repairs, void works (which will be completed to a higher standard) and cyclical repairs. We will also continue with a five year £25m programme of major improvements to our larger supported housing schemes and complete a longstanding programme of improvements to our retirement living housing.

In the long term, we remain committed to stepping up our development programme as set out in our 2020-23 Corporate Plan, with work underway to ensure we harness our full capacity to increase supply.

Value for Money

It’s really important to us that you feel our housing and services provide you with good value for money. Over eight in ten customers think their rent provides value for money and we are pleased this has increased since last year. We believe this is linked to an improvement in the way we deliver our services and you can see in our Annual Report how we plan to continue improving services.

Average costs of managing your home

Please note spend levels were reduced in 2020/21 due to the pandemic

To help comparison, we have taken out service charges which are distorted by the high cost of providing important services in some of our Care and Support Schemes.

How every £1 of rent is spent

These figures exclude service charges, non-cash items and interest costs.

*Includes costs linked to functions such as repairs and managing anti-social behaviour.