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A resilient organisation, making a positive difference to homes, lives and communities

Head office 0800 048 8955

Annual report 2020-21

When I reflect on 2020-21, the most satisfying aspect of our response to the pandemic was the adaptability demonstrated by so many teams and individuals.

Stephen Collins, Executive director of property and transformation

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Working together to stay safe during unprecedented times

Essential safety checks continued throughout lockdown. Operatives follow an eight point plan to keep our customers and themselves safe at all times.

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During 2020-21, COVID-19 had a significant impact on our routine repair timescales and the delivery of our home improvements programme.

Responsive repairs

We spent over
repairing, improving and maintaining homes.
We completed
32,984 repairs
emergency repairs were carried out.
of responsive repairs are now completed by the Property Plus triage team on the same day.

Planned maintenance

282 new kitchens
were fitted.
378 new bathrooms
were installed.

We spent 


improving our homes.

127 homes
were rewired.
507 new boilers
were installed.
40 new wet rooms
were installed.
We carried out
30,248 safety checks
including electrical, gas servicing and fire risk assessments.

On average,

97% of waste

  was recycled.

This meant that

150 tonnes

of waste was diverted from landfill.



  of customers surveyed were happy with the repair service they received.



of responsive repairs were completed within target time.

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