We aim to provide good-quality homes and offer services that are valued by our customers. Here’s an update on our performance over the last year, which includes data on how we’re doing and information about our priorities and what we’re investing in.
We’ve also shared more about how our customers are supporting us to make improvements by completing surveys, sharing feedback, and through our Customer Committee and Scrutiny Panel.
Anti-social behaviour
We are committed to working with customers and local partners to tackle and resolve anti-social behaviour (ASB) and hate crime, and understand the significant impact ASB has on our communities. This year, we’ve recorded 359 anti-social behaviour cases.
Here’s a summary of our customers’ satisfaction on how we manage ASB. This data is from surveys completed by customers who have reported ASB and provided feedback about their experience.
satisfied with how we’ve dealt with ASB
felt they were treated with decency and respect
This year, our ASB service was reviewed by our Customer Scrutiny Panel. 120 customers also shared their thoughts about our ASB policy. We made direct changes following their feedback, which include:
- Clearer definitions on what is and what isn’t ASB
- Providing more information on other agencies that can offer help and support
- Asking some different questions around risk so that we can identify our vulnerable customers earlier
- Being more transparent about the actions we have taken
- Updating our ASB and Harassment Policy.
Our updated Anti-social Behaviour (ASB) and Domestic Abuse policies explain how we resolve reports of ASB and domestic abuse, the support we offer, and information about other organisations that can help. Additionally, the new Vulnerabilities webpage describes the support and adjustments we can offer if you tell us you have a vulnerability. Thank you to everyone that has supported us to make improvements to our ASB policy and processes. If you’d like to help shape and scrutinise our services, find out more about our latest customer opportunities.
Complaints
We regularly share how we’re learning from customer complaints on our website. Our reports explain how we’ve identified what went wrong and how we’re making improvements to prevent it from happening again.
This year, we’ve shared more about our complaints’ performance in a report that’s been designed specifically for our customers. It includes more detail about our process for resolving complaints, what our customers are complaining about, and how quickly we’re responding to complaints. We’d love to hear your feedback about this report – please get in touch on enquiries@syha.co.uk if you have any thoughts or suggestions.
complaints resolved at Stage One
increase in complaints this year
We want you to be happy with the services we offer, and aim to get things right first time. This year, we’ve seen an increase in the number of complaints we’ve received. Although we’re disappointed that some customers are dissatisfied with our services, this increase means that we’re aware of issues and can put things right. Thank you to everyone that’s shared a complaint, feedback or a shout-out.
Improving homes
In our general needs homes, we updated…
46 kitchens
129 bathrooms
175 heat source replacements
74 windows and doors
In our LiveWell homes, we updated…
43 kitchens
27 bathrooms
38 heat source replacements
Sustainability update
We’re improving the data we have about our homes through stock condition surveys and energy performance certificate surveys, and using this information to plan our programme of improvements for the next three years. We have also secured the Warm Homes Social Housing Fund grant (£954,470) which will be matched with funds from SYHA. The grant will be used to improve over 300 homes.
In Dronfield, we completed a small project where we installed external wall insulation in three homes. Wayne shares more about the impact the works have had on his home in this video.
New homes
We are currently developing new 39 homes in Auckley and Waverley.
Beckfield Rise in Auckley is in a great location, and neighbours some of our existing homes. There are lots of new residential and commercial developments in the area, and the local Doncaster Sheffield airport plans to reopen in the next few years. We have submitted planning application for 34 homes, which are a mix of two, three and four bedroom houses, two bedroom maisonettes, and two bedroom fully accessible bungalows.
The homes’ design and structure features good airtightness and insultation, air source heat pumps, and solar panels – this means they have lower utility bills, are warm and safe to live in, and net-zero-carbon ready.
Our Waverley site is the acquisition of five, three-bedroom houses at Sky House – another brilliant location between Sheffield and Rotherham. The homes also include enhanced sustainability features, air source heat pumps and solar panels.
We continue to work with four other housing associations on our joint venture Forge New Homes. We’re increasing the supply of local housing, and reinvesting profits back into communities and building more affordable homes.
Repairs
Based on your feedback, we now send out more reminders to help you to keep your repair appointment, or let us know if you need to rearrange it. This has helped us to maintain a good level of service and increase our number of first-time fixes. Thank you to our customers for helping us to complete repairs promptly.
appointments kept by our in-house maintenance team (HMT)
repairs completed by HMT were a first-time fix
Our stock condition survey has alerted us to some repairs (including some minor cases of damp) that our customers hadn’t told us about. Please remember that we’re here to help, and responsible for a number of repairs to make sure your home is safe. There are some repairs that you’re responsible for – but if you’re not sure or need some help, please contact our friendly team and they will be able to advise.
Spending and investment
You can read this year’s financial statements here, and here’s an overview of executive pay levels and management costs.
| Key management personnel remuneration | ||
| 2025 | 2024 | |
| Directors who are executive staff members | £’000 | £’000 |
| Wages and salaries | 569 | 489 |
| Social security costs | 66 | 59 |
| Other pension costs | 26 | 20 |
We always look for opportunities to offer better value for money – this includes both identifying cost-savings and investing in resources to enable us to provide great services for our customers.
Some of the ways we’re offering better value for money include:
- Providing kitchen and bathroom improvements through our in-house team. This saves on VAT, and consistently achieves high satisfaction scores from our customers.
- Planning our retrofit work so that we can make the most of available energy efficiency funding.
- Our Workforce Planning project, which has helped us to identify the resources and skills we currently need across the organisation. This has changed the size and structure of teams and delivered system changes and improvements – all to ensure that we are performing well, working efficiently, and meeting the priorities in our strategic plan.
Tenant Satisfaction Measures results
Thank you to everyone that completed a survey for our Tenant Satisfaction Measures data. We are pleased to share that we are performing well, and that you shared helpful feedback about the services and support you receive.
We continue to outperform the median satisfaction score for all housing associations in England across all Tenant Satisfaction Measures. This year, our scores have improved in several areas, including customers’ satisfaction with our repairs service (78.7% of respondents were satisfied), contribution to neighbourhoods (67.4% of respondents were satisfied), and approach to anti-social behaviour (64.1% of respondents were satisfied).
However, we’ve seen a decline in some areas, including overall satisfaction (77.1% of respondents were satisfied) and homes being well maintained (77.2% of respondents were satisfied).
0.2 %
of customers were satisfied SYHA treats them fairly and with respect
0.1 %
of customers were satisfied with our overall service
We have lots to learn from all the feedback we’ve received from the Tenant Satisfaction Measures. Both positive and negative feedback helps us to understand what’s working well, and where we need to make improvements. Here are some actions we’ve already taken as a result of the Tenant Satisfaction Measures:
- We are looking at regional variations in our overall satisfaction scores, and completing in-depth analysis to understand what we need to do to improve scores in areas where they are lower. For example, we have already identified that increasing investment in one of our estates in Doncaster is likely to improve local customers’ satisfaction with SYHA.
- Our score on whether we keep customers informed about things that matter to them (TP07) is outside the results achieved by the top 25% of landlords. We are trying to change that by making improvements to our website, and improving our engagement with customers. We have also had opportunities to get your feedback about how we’re doing and what’s important to you at the community consultation events about our partnership with Places for People.
Your neighbourhood
Our updated Estate and Neighbourhood Management Policy includes useful information about how we look after our communities. It also includes information about installing CCTV in your home, and the actions and considerations you’ll need to take.
