Hello everyone, and welcome to this year’s Annual Review.

After another year working through the impacts of the Coronavirus outbreak, I am delighted to say that we remained open for business. We continued to keep our people safe, build new homes, and create moments of joy and connection. Again, a big thank you to our employees, volunteers, and customers for your amazing work.

We worked hard to keep in touch with our customers, support them to adapt to the challenges of the pandemic and ensure we knew about their needs and priorities. One of the ways we did this was to commission a group of our customers to survey their fellow customers. These peer-to-peer interviews created empowering conversations and new relationships, and gave us critical information about how we can adapt our services to have the greatest impact.

In last year’s Annual Review, I promised we’d update you on how we’ve responded to the issues highlighted by Black Lives Matter. You can read our Race Action Plan, meet our new Race and Diversity Lead, and find out what we’ve done so far and our ambitious commitments for the future.

You can also find out more about how we’ve worked on our strategic themes – including starting new partnerships, making improvements to our services, and working with our customers to create our new Customer Promises – and continued to deliver our purpose.

Tony Stacey
Chief executive