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Our Annual Report 2026

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Welcome to our annual report for customers 2025/2026

We’re committed to being open and transparent about our performance, so in this report you’ll find key performance highlights, what we’ve improved and what we’re working on next to make things better for you and your community.

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Tenant Satisfaction Measures (TSMs)

The TSMs are used by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services. Below is a snapshot of our 2025/26 results.

Understanding our results:

The large percentage is our overall result. Where relevant, we also show:

  • LCRA (Low Cost Rental Accommodation) – rented homes, including social, supported, retirement living and intermediate rent.
  • LCHO (Low Cost Home Ownership) – shared ownership homes

Our 2025/26 results are based on feedback from 9,713 customers:

  • 5,352 LCHO customers
  • 4,361 LCRA customers

Read our full TSM report

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See how we performed last year

View our 2024–25 Tenant Satisfaction Measures.

View our performance

How we spend your rent

  • Major repairs – 31p
  • Salaries – 27p
  • Routine maintenance – 21p
  • Central office costs – 8p
  • Letting homes and tackling ASB – 7p
  • Empty homes repairs – 5p
  • Tenant and neighbourhood services – 1p 
How every £1 of rent is spent
  • Major repairs – 31p
  • Salaries – 27p
  • Routine maintenance – 21p
  • Central office costs – 8p
  • Letting homes and tackling ASB – 7p
  • Empty homes repairs – 5p
  • Tenant and neighbourhood services – 1p 
Average cost of maintaining your home*

2025/26

  • Housing management – £654
  • Routine repairs – £1,223
  • Major repairs – £1,238
  • Other – £947
  • Total – £4,061

*Social housing cost per home

Average weekly net rent for general needs homes*

£117.48 - up 1.6% on 2025

*Excludes Affordable Rent and intermediate rent 

Value for money*
  

Overall

Rent value for money

25/26

68.6% of you think your rent provides value for money compared to 65% last year (up 3.6%)

 

24/25

65.0%

Service charge value for money

25/26

53.7% of you think service charges are value for money compared to 48.5% last year (up 5.2%)

 

24/25

48.5%

*TSM customer segments used – LCRA (rented homes, including social, supported, retirement living and intermediate rent) and LCHO (shared ownership homes)

Satisfaction and performance
  • Median time taken to re-let our empty properties: 49 calendar days 
  • Homes empty at year end as a % of managed properties: 2.6% 
  • Rent arrears as a percentage of total rent due at year end: 5.01% 
  • Appointments Made and Kept: 92.2% 
    Note: Riverside London appointments excluded
  • Responsive Repairs First Time Fix: 79.8%

Complaints 

Complaints help us understand how you feel about our services, so we can put things right and improve.

While we received more complaints this year, we’ve taken clear action to improve how we respond and put things right for you. We’ve strengthened our Complaints Team, introduced new training, and are improving our systems so commitments are tracked and completed more effectively.

We’re also using customer feedback to tackle the main reasons for complaints, improve repairs and communication, and support better services from us in the year ahead.

Read our full Complaints report

Reasons for complaints 2025 – 2026

Our commitment to improving

We know we need to keep improving how we respond to complaints and resolve issues affecting you. Our improvement plan sets out the action we’ll take to make the complaints process clearer, quicker and more consistent. 

Improving how complaints are handled from the start

We’re strengthening how complaints are triaged so we can better understand the issue from the beginning, to ensure it’s handled in the right way. To help with this, we are working closely with our Customer Service Centre to improve the quality of information that’s gathered from when you first get in touch. 

A stronger complaints team

We’re recruiting more complaints team members and managers with strong complaints handling and customer care skills. We’re also continuing to improve training, guidance and support for team members, including a refreshed onboarding process, technical, soft skills and regulatory training, so you receive an improved and consistent service. 

Better cross team working

We’re implementing new working together agreements with our repairs and home ownership teams. This includes regular case reviews and clear action plans when complaints involve more than one team, so complaint investigations are improved and issues are resolved more effectively. 

Clearer communication

We’re updating our complaint responses and letters, so they are easier to understand. We’re also focusing on improving how we record and track actions throughout a complaint, so you receive improved communications throughout the complaint process, so you know what is happening, and what to expect next. 

Improving compensation and redress

We’re reviewing and improving our compensation process and redress policy, so payment is received in a timely manner, and to ensure processes and policies support fair and consistent outcomes. 

Customer engagement – a year of progress

In last year’s Annual Report, we told you we were developing a bold new customer influence and accountability framework, to give customers real say in shaping our services.

We’re pleased to say that customer-led promise is now a reality with the framework in place and already making a difference.

There is still some work to do to appoint customers to some of the remaining groups. However, our Tenant and Resident Influencing Panel is now fully formed, along with key groups focused on your priorities; repairs, complaints and service charges.

Members recently met for a two-day conference to begin shaping their areas of focus for the year ahead.

We're also developing ways for customers to get involved locally, working with residents and community groups to support the development of greater regional voices to influence local priorities.

Case study - local engagement in action

One of our key regional customer groups is the London Residents Hub, which brings together customers from across London to discuss key issues and share feedback.

Two key asks the group made focused on communications. They first asked us to bring back a regular London-wide newsletter, to share updates on key issues and service performance improvement.

We listened to that feedback, publishing the first edition in the summer.

The group also wanted fellow residents to have the opportunity to share their views directly with the group. So, we’re now including opportunities in all London communications to complete a survey to share their feedback.

This is one example of how we’re listening and acting on what customers tell us.

Fire safety reminder

Keeping you safe is our top priority. Please take a few minutes to remind yourself how to help keep you, your household and your neighbours safe.

Read the latest fire safety information

Contact us

If you need this information in another format, or help to understand it, call us on 0345 111 0000. We'll work with you to find a suitable option.

Former One Housing customer? Call us on 0300 123 9966

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Previous annual reports

View annual reports from previous years.
Our Annual Report 2025 Our Annual Reports 2023-2024