How are we performing for you?
Customer Report 2024/25
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Home Achievement Programme
Customer apprenticeships
Getting involved
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How we spend your money
Our performance
Our mission
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9th Best place to work in the Great Place to Work UK survey
£505m turnover
14,000+ supported customers
125,000+ people living in over 57,000 homes
80+ years in housing
We do this by providing homes in the right places, delivering innovative solutions to support the demand for housing, providing quality housing services to our customers across England and Scotland, and shaping healthcare services that meet the ever-changing needs of society.
We are one of the UK’s largest providers of quality housing, health and care. We are committed to delivering our mission. Building homes, independence and aspirations
We engaged with almost 4,300 customers to get their views.
The Home Group fund had 1,801 applications, providing £430,000 of support to customers.
We invested £175m in improving and maintaining customers' homes.
Our financial inclusion team has benefitted customers by £7.91m in additional income and £1.42m in lump sum payments over 5,091 referrals.
We built 1,437 new homes, of which 766 are affordable tenures.
We invested £157m to build more new houses.
We rank as the 9th overall best workplace, 13th best for development, and 8th best for women in the 2025 Great Place to Work UK survey (super large employer category).
How we performed for our customers and colleagues.
71% of our homes achieved an EPC rating of 'C' or better, due to our focus on retrofit..
We have divided our operations into six communities, appointing a new Regional Director for each region.
Our overall scores in our Tenant Satisfaction Measures were 68.2% for rented and supported, and 46.5% for shared ownership.
The Regulator of Social Housing has introduced Tenant Satisfaction Measures, a set of 22 measurements for housing associations like us. These are performance indicators introduced to measure how well we are serving customers. These measures cover: Customer satisfaction How we’re keeping properties in good repair How we’re keeping homes safe How we’re delivering respectful and helpful engagement How we’re handling complaints How we’re dealing with anti-social behaviour Responsible neighbourhood management 10 of these measures are information that we already track in our organisation to make sure it is running smoothly and safely. The other 12 measures are based on customer research to get their views on how we are performing in key areas. Read more about Tenant Satisfaction Measures and how we performed.
Tenant Satisfaction Measures
Learn more
We worked with almost 300 customers nationwide to develop our customer promise, which is a set of guiding statements to...
Our customer promise
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Provide a safe place to live
Deliver a reliable repairs service
Care about you
Help communities grow
Tell you where your money goes
Work together with customers and partners
Last year (2024/25), we spent £362 million on our rented homes, which is split like this:
Approximately 25% of a new affordable home is funded through a grant from the government, and Home Group funds the rest. We do this by reinvesting the surplus we make on the homes we build to sell, or borrowings that we then pay back from the rental income we receive.
This includes £5m on repairs and maintenance for communal areas, £11m on utilities and insurance, £10m on cleaning communal areas, gardening and grounds maintenance, and £15m on concierge and night security for our supported services.
Interest is a charge we pay to our lenders (banks) to borrow money that we use to build homes.
Depreciation is the decrease in the value of an asset over time (in our case, the 'assets' are houses or other buildings). This decrease in value is recorded as an expense every year in our accounts.
This relates to the day to day costs of running the organisation as well as providing services to customers. It includes £42m of employment costs for our colleagues working in housing services and our back office functions. Other significant costs include £7m on IT equipment and systems, and £6m on insurance. The cost per property of housing management is £1,469 (Within this amount, £27.34 per property relates to the amount we pay our Executive Directors and Board Members, including £5.06 to our Chief Executive).
This included £65m carrying out over 220,000 responsive repairs, £33m on gas servicing, fire risk assessments, and other safety checks. And, £11m on major repair works.
Other costs include £3m in lease costs where we rent property, and £3m in bad debt cost where we haven’t been able to recover all of the rent and service charge we are owed.
on repairs
on housing management
depreciation
interest payment
service charge costs
other
on building new homes
£175m
£6m
£50m
£62m
£55m
£109m
£80m
Want to know more? Find out more about our finances by reading our financial statements.
In 2024/2025, we made a surplus of £35 million. We reinvest our surplus back into the business, where it helps pay for things like: Improvements to our existing homes: We invested £67m last year. Building new affordable homes for rent: We invested £84m last year. Making a surplus is important as it gives us financial stability and lets us reinvest.
In 2024/2025, we made a surplus of £35 million We reinvest our surplus back into the business, where it helps pay for things like: Improvements to our existing homes – we invested £67m last year Building new affordable homes for rent – we invested £84m last year Making a surplus is important as it gives us financial stability and lets us reinvest.
Depreciation is the decrease in the value of an asset over time (in our case, the “assets” are houses or other buildings). This decrease in value is recorded as an expense every year in our accounts.
This relates to the day to day costs of running the organisation as well as providing services to customers. It includes £42m of employment costs for our colleagues working in housing services and our back office functions. Other significant costs include £7m on IT equipment and systems, and £6m on insurance. The cost per property of housing management is £1,469. (Within this amount, £27.34 per property relates to the amount we pay our Executive Directors and Board Members, including £5.06 to our Chief Executive.)
Customer case study
Involvement and engagement
Where we spend your money
We know we don’t always get everything right, and that can be frustrating. When you make a formal complaint, it gives us the chance to investigate what happened and put things right. It also helps us learn from mistakes and make improvements for the future.
Report it online at homegroup.org.uk Call us on 0345 141 4663 Write to the team at FAO The Complaints Team, Home Group, One Strawberry Lane, Newcastle upon Tyne NE1 4BX Speak to a Home Group colleague in person
The outcomes of complaints: The majority of complaints (70.71%) were resolved and upheld 9.10% of complaints were not upheld, but they were resolved 3.37% of complaints were withdrawn 10.13% of complaints were upheld and resolved For 1.77% of complaints we were not able to contact the person who complained The rest of complaints were either logged in error, not upheld and not resolved, ongoing, recorded as unreasonable or referred to the legal department. Please note; Any complaints which were closed without an outcome status have been excluded from this summary. The previous year included status of partially upheld, this has been removed under direction of the regulator.
How many complaints did we received last year:
What are the top causes for complaints?
We hope you won’t need to make a complaint, but if you do, we’ve made it simple: Talk to a Home Group colleague in person Report it online Call 0345 141 4663 Write to: The Complaints Team, Home Group, One Strawberry Lane, Newcastle upon Tyne, NE1 4BX
Make a complaint
Leasehold complaints Stage 1: 448 Stage 2: 102
Rented complaints Stage 1: 2,826 Stage 2: 569
Damp and mould
Leaks
No heating/ hot water
Missed appointments
No matter what your experience or skills, you can spend as much or as little time as you have getting involved and telling us what you think. Find out more by visiting our website or speaking to a Home Group colleague.
There are lots of ways customers can get involved, have their say, and make a real difference to their communities.
Between April 2024 and March 2025, we asked 2,393 customers their views, listened to what they said and acted on their ideas. Also, over 2,000 customers engaged with local activities in their communities.
9 local customer consultations following complaints involving 164 customers.
Customers were involved in recruiting colleagues into 1,255 roles.
10 Life Swap members delivered 8 Life Swaps to 162 customers, colleagues and stakeholders.
27 customers involved in 7 Home Group repairs scrutiny group meetings.
107 viewpoint team members took part in 31 viewpoint meetings.
2 customer board members on Home Group Board, 2 on Home Scotland Board, with 10 customers presenting to Board on a range of issues.
81 customers from 10 independent living schemes gave their views at the over 55s forum.
anyone@home, our digital customer group, has 415 members who contributed to 12 consultations.
19 customer assessors assessed 19 neighbourhoods, services and schemes against the customer promise, speaking to 202 customers.
Other areas in which our customers were involved: Do You Hear Us, our multicultural customer group We are Unique and Proud, disability group Alphabetti Spaghetti, our customer led LGBTQ plus support group FrieNDs, our customer neurodiversity support group Equality and diversity training Reviewing complaints Home Group colleague inductions and training
How we get customers involved
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Home Group creates opportunities for those further removed from work through apprenticeships. We help customers to learn and earn in a supportive environment to start careers and become more independent.
£1m is spent per year on employment costs for our customer apprentices, and over
60% of apprentices who were long-term unemployed feel they would not have been offered a job or an apprenticeship elsewhere.
26 different apprenticeship types that range from Level 2 (GCSE level) right through to Level 6 and 7 (Degree and Masters level).
82% apprentices stay in jobs within Home Group.
64% of apprenticeships are filled by disadvantaged and diverse groups.
George, one of this year’s learners, explained the difference the programme has made for him. “I faced a lot of confidence challenges at first, talking to new people and getting more involved, but Home Group and my tutor had lots of patience and made me feel very comfortable and safe to start speaking up more. “While being here, I have come out of my shell and done stuff I have always been a little worried about doing, and I’m glad I have. It may seem very scary at first, but it won’t take long before you feel comfortable and supported.” George's parent also spoke about the support received and his development. “Securing an apprenticeship at Home Group meant so much to my son and to us as a family. His confidence and self-esteem have skyrocketed, and he absolutely loves his work. We’re so proud of him and what he’s achieved so far. The support he has received has been fantastic, and we all feel positive about the future.”
George Oldham Project Search apprentice
Case study
Our apprenticeship programme also helps ensure our colleagues have access to qualifications, enabling them to perform to their maximum potential and deliver the very best service for our customers. We have also introduced a pre-employment pathway to act as a stepping stone into entry-level apprenticeships. ‘Project Search’ supported internships offer work-based learning placements for 16–24-year-olds who have special education needs and disabilities. They provide learners with disabilities the opportunity to explore their potential, expand their skills, and gain insight into the real world of work.
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£200k on their learning.
The Home Achievement Programme
The Home Achievement Programme (HAP) is a training programme created for Home Group customers. It covers a range of areas and includes topics such as budgeting, healthy cooking, domestic abuse, and volunteering.
Around 11,000 customers have benefitted from the programme since its launch.
This year customers completed 773 modules, which resulted in 107 customers achieving their Level 1 qualification.
This year customers completed 773 modules, which resulted in 107 customers achieving their Level One qualification.
To enter, colleagues must submit a case study that includes: The learning the customer completed The positive change that resulted How that change is linked to their learning Learn more about HAP.
The HAP hero competition is a fantastic opportunity to showcase the positive impact of customer learning journeys. It celebrates both the transformation customers experience after completing their learning and the dedication of the colleagues who support them.
Our HAP heroes
Casey, who became a Home Group customer in November 2020, is autistic and was living with depression and anxiety. Casey was struggling with his living conditions, not tidying his flat, and a build-up of rubbish would accumulate. His lack of motivation would mean he would often self-neglect, including skipping meals and wearing the same clothes for consecutive days without washing himself. During this time, Casey’s mental health started to deteriorate rapidly, and he was also dealing with the news that his mum was terminally ill. He really needed a purpose now, as colleagues were concerned about his worsening mental health and he was encouraged to engage in the HAP. Casey met with one of the team weekly, and a real change started to develop. The courses he undertook were life skills around his tenancy and living in the community, along with better sleeping patterns, hygiene, nutrition, and self-esteem. The noticeable change was that Casey joined the gym and seemed happier. He was getting up early, tidying his flat and his personal hygiene improved. Casey now lives successfully and independently, budgeting his finances and regularly out in the community.
Casey HAP hero
The programme has been running for over 15 years. It offers numerous benefits such as learning new skills, building confidence, and improving overall wellbeing. The programme is fully funded, so participants do not need to worry about costs, and they will gain a Level 1 qualification once they have completed 9 credits.
Have an idea or feedback? Contact us at
communications@homegroup.org.uk
