Welcome to the customer annual review for 2017 This review is designed to let you know how we’ve performed for you over the last 12 months. Whether you rent, part own your home, live in one of our specialist homes or have bought one of our homes outright, you’ll find a wealth of information about the things that you’ve told us are important to you. Throughout the review there are links to find out more information on all the subjects we talk about. Follow these to get into the nitty gritty of how your feedback is shaping the way we work, making sure that we’re staying on track and giving you the homes, neighbourhoods and services that you want. Last year we promised to invest in a number of important areas. We’ll go into more detail throughout this review but here are some of the keys things we’ve been focusing on during the last 12 months: • We’ve continued to invest in our relationship with each and every one of you with an increase in neighbourhood coaches and money advisors as promised last year. We’re starting to see the difference these services are making now that we have more time to spend with you and you can read more about this, including a couple of your stories, on page 12 For those of you who haven’t met your neighbourhood coach yet, we’re now live in all our areas and we hope to get round to you as soon as possible. • You told us that being able to pay your heating bills was a big worry. So this year we’ve invested heavily in your homes, spending more that £25m on improvements, many focusing on helping you to keep you and your homes warm for less. This work has improved energy efficiency in around 3,000 of your homes. You’ll find more details on these improvements on page 8 • Last year we said we would deliver around 3,100 new homes over the next five years. We did better than expected over the last 12 months, completing on 460 new homes (compared to our target of 436) and we started building another 778 – our target here was 600. During the past 12 months we’ve developed an exciting new plan which means that 2 CUSTOMER ANNUAL REVIEW 2017 we are now set out to deliver more than 5,300 new homes over the next five years – more about this can be found on page 22. With the tragic events of the Grenfell Tower fire fresh in everyone’s minds, we wanted to take this opportunity to share with you some of the work we do to ensure that each and every one of you living in our homes are as safe as possible. As a responsible social landlord, the safety and security of you, our customers, has always been our number one priority and we spend around £400,000 every year on things such as replacement and upgraded fire doors, alarm systems, smoke seals, emergency lighting, fire blankets and similar safety equipment. All of our colleagues are committed to ensuring that you are kept safe. We have colleagues dedicated to carrying out regular fire-risk assessments in all of our homes where there is a communal facility (shared entrance, stairwell etc). In addition to this, smoke alarms are fitted on all floors of all of our homes and regular safety checks are completed on gas and other combustible fuel heating systems, during which all smoke alarms are tested too. For added reassurance, following the tragic events in London, we took the decision to check all of our buildings over three storeys to ensure the same type of cladding wasn’t used and we can safely say that it wasn’t. We’ve got loads of advice on our website to help you stay safe, so please take a look here to find out more. Thank you for taking the time to read this review. We’d love to know what you think – and if you have any ideas of how it can be improved for next year, please let us know. Take a look at page 20.