Annual Review 2026 – how we’re doing

Providing good-quality homes and services matters to us. We also need to meet important regulatory requirements to ensure we’ve providing safe and effective services for our customers. Here is more information about our spending and performance – and how we’re listening to your feedback and making improvements.

We are committed to working with customers and local partners to resolve anti-social behaviour (ASB). This year, we recorded a total of 307 ASB cases from customers living homes directly managed by SYHA.

In our last Annual Review, we told you about our Customer Scrutiny Panel’s review of our ASB policies, processes and information. A year on, all of their recommendations have been completed – including adding a new video, case studies and other content on our website.

This is our second year of producing a customer‑friendly complaints report. Customers helped shape this year’s version by reviewing last year’s report and sharing detailed feedback. We’re grateful for their time and focus on making it clear and inclusive for everyone.

Complaints performance

This year, we responded to complaints more quickly and resolved more cases within agreed timescales – for example, we responded to 100% of stage two complaints within the Housing Ombudsman’s Complaint Handling Code timescales.

Customer satisfaction (from our Tenant Satisfaction Measures) with complaint handling increased to 52%, an improvement on last year. But we know there is more to do, and remain focused on getting better. Although our customers have told us it is now easier to make a complaint and that we keep them better informed, we know we still need to improve how quickly agreed actions are carried out once we have responded to a complaint.

Complaints and customer feedback have helped us to:

• • Update our complaints and compensation policies
  • Improve how we manage anti‑social behaviour cases
  • Provide clearer information on CCTV and pest control
  • Listen more closely to customers in our extra care homes.

Thank you to everyone that has shared feedback or a complaint – this gives us an opportunity to resolve any issues, and to improve our services and processes.

We’ve made important improvements to homes across our communities, to ensure they are safe and in good condition. Our partnership with Places for People has supported us to make these increased investments, and also means we will be able to complete even more improvements to your homes over the next three years.

Energy efficiency improvements

To bring all SYHA homes to EPC C by 2030, we are securing investment, listening to customers, and starting work in some of our communities. These energy efficiency improvements will mean that homes are healthier, more comfortable to live in, and cheaper to heat.

We have worked with the Customer Scrutiny Panel to help us plan how we deliver energy efficiency improvements to your homes. The panel ran a customer survey and the responses show that our customers are largely supportive of our plans, but have understandable concerns about whether it will impact their rents. Customers also shared their expectations that the improvements should be well managed, clearly explained, and completed within reasonable timescales. We have used the survey results to shape our customer communications – including information and FAQs on our website – and future plans.

A lot of the money to make improvements will come from government grants – last year, we secured £950k from the Warm Homes: Social Housing Fund, which will be matched with an equal amount of money from SYHA. This fund will be used to improve over 90 homes between now and 2028. We will also be investing a further £1.4m of Homes England (Recycled Capital Grant Fund) funding, which help us make improvements to homes more quickly.

We’ve continued to focus on keeping your homes safe, well maintained and comfortable. We’re pleased that satisfaction with our repairs service remains high, with overall satisfaction increasing from last year. Safety continues to be our top priority, and we’ve maintained excellent standards across all areas – including electrical and fire safety.

We continue to work hard to improve performance across all repairs. There’s still more to do where routine repairs have taken a little longer, or where contractor performance hasn’t been consistent – but we are working closely with our teams and partners to address this and make improvements.

We are pleased that you’re letting us know about repairs, and want to ensure you’re living in a safe and comfortable home. Here’s a reminder of the repairs we’re responsible for, and do get in touch if you have any issues or questions.