Providing homes that are fit for purpose, both now and for the future, has always been one of our top priorities. In 2024/25 we continued to improve our repairs service and deliver upgrades to make homes more modern and energy-efficient.

Making our services more efficient        

We’re always striving to improve things for customers and made a few changes to ensure that we are best placed to deliver the level of service you expect from us. 

One of the ways we have done that is by making it easier for residents to book the right repairs, as well as gathering more comprehensive data on repairs issues to ensure we can fix them on our first visit whenever possible. 

We started working on a project to transfer our repairs management to a new system, MRI Repairs, which will help us to record, plan and manage repairs more effectively. We’re aiming to have this up and running by September 2025.

To help our Repairs team deliver for customers, we reviewed our approach to monthly training sessions. The team includes a range of trades – such as plumbers, electricians and gas engineers – so each operative now gets information and feedback that is relevant to their individual speciality.   

We also introduced a new External Contracts Manager role to strengthen our relationship with contractors and ensure better communication between them and our residents. The role also allows us to explore and engage with other suppliers to make sure we are getting value for money. 

Making homes more energy-efficient       

We have continued to make good progress on our programme of works to make customers' homes warmer, more comfortable and more energy-efficient. We added a further 78 properties to the programme, including homes we have acquired from our recent stock transfers from Hendon Christian Housing Association and West Herts Homes. 

This means that a total of 363 homes will benefit from energy efficiency improvements as part of the second wave of works, which we will have completed towards the end of 2025. 

At the 2024 Energy Efficiency Awards, we won the award for the Greater London Regional Large-Scale Project of the Year alongside our contractors, Kooka and SCIS, for our ongoing Social Housing Decarbonisation Fund (SHDF) partnership.

Investing in Abbey View and Munden View     

We have continued our improvement works at Abbey View and Munden View, our two high-rise blocks on the Meriden. Work is underway on a ground source heat pump system that will replace the communal gas boilers – which had come to the end of their useful life – and provide reliable heating and hot water for residents, as well as empowering them to be in control of their own heating. A further package of works is in the pipeline, including ventilation, roofing, glazing and insulation works, making homes warmer and easier to run.

Damp and mould       

We take damp and mould extremely seriously and are proud to have a member of our team on the National Housing Federation’s damp and mould panel, which helps to shape policy and share useful information from across the sector. 

During 2024/25, we stepped up our communications to make sure customers know how to get support if they have concerns around damp and mould in their home. We also began preparing for the introduction of Awaab’s Law, which will come into effect later this year, setting out timescales for landlords to deal with issues like damp and mould. We are improving our collective knowledge across the organisation and working to ensure all staff – both frontline and office-based – understand best practice when it comes to damp and mould.