How we are performing for you
Customer report 2025/26
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17th Best Place to Work in the Great Place to Work UK survey
£499m turnover
11,300+ supported customers
125,000+ people living in over 57,000 homes
90 years of experience in housing
We provide homes in the right places, deliver services that support people to live independently, and invest in communities to help them thrive. Through quality housing, care and support services, we're helping people across England and Scotland build brighter futures.
We are one of the UK’s largest providers of housing, health and social care, working to make a lasting difference in the lives of our customers and communities. Building homes, independence and aspirations
Work together with customers and partners
Help communities grow
Deliver a reliable repairs service
Tell you where your money goes
Care about you
Provide a safe place to live
We worked with almost 300 customers nationwide to develop our customer promise, which is a set of guiding statements to...
Our customer promise
Engaged with almost 13,500 customers to gather feedback and shape services.
1,286 applications supported through the Home Group Fund, providing £200,924 to customers.
Our financial inclusion team helped customers secure £7.05m in additional income and £1.29m in lump-sum payments through 4,766 referrals.
1,066 new homes built, including 818 affordable homes.
£171m invested in building new homes.
Ranked 17th Best Workplace, 21st Best for Development, and 8th Best Workplace for Women in the 2026 Great Place to Work UK survey (super large employer category).
How we performed for our customers and colleagues.
76% of our homes achieved an EPC rating of C or above, reflecting our ongoing investment in retrofit and energy efficiency.
72.9% Tenant Satisfaction Measure score for rented and supported customers, and 48.8% for shared ownership customers.
The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) to provide a consistent way of assessing how well housing associations are delivering services for customers. The 22 measures cover key areas including: Overall customer satisfaction Keeping homes in good repair Building and resident safety Respectful and helpful customer service Complaints handling Anti-social behaviour Neighbourhood management Ten measures are based on performance data collected by housing providers, while the remaining 12 are gathered directly from customers through independent surveys, ensuring customers' views are at the heart of assessing performance. Read more about Tenant Satisfaction Measures and our latest results.
Tenant Satisfaction Measures
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£173m invested in maintaining and improving customers' homes.
Our financial inclusion team helped customers secure £7.05m in additional income during 2025/26. George's story shows the difference this support can make. When we started working with George, he was living on his State Pension and a small private pension. Although he was managing, he wasn't receiving all the support he was entitled to. After taking time to understand George's circumstances, the team helped him successfully apply for Attendance Allowance, which then enabled him to access additional support through Pension Credit, Housing Benefit and Council Tax Support. As a result, George's income increased by more than £800 per month, helping to reduce financial pressures and giving him greater peace of mind. George's story highlights the value of getting the right advice. By helping customers navigate a complex benefits system, our financial inclusion team ensures people receive the support they're entitled to and can improve their overall financial wellbeing.
Casey HAP hero
Providing support at the right time
Last year (2025/26), we spent £377 million on our rented homes, which is split like this:
This includes £12m on concierge and night security for our supported services, £10m on cleaning communal areas, gardening and grounds maintenance, £8m on utilities, insurance and security, and £8m on repairs and maintenance for communal areas. The remaining £5m was spent on other service charge costs.
Interest is the cost of borrowing money which helps us invest and build new homes.
Accounting rules require us to recognise that buildings and other assets wear out over time. This is included in our annual accounts as a cost, although it is not money that has been spent during the year.
This relates to the day-to-day costs of running the organisation and providing services to customers. It includes £45m of employment costs for colleagues working in housing services and back-office functions. Other significant costs include £8m on IT equipment and systems and £8m on insurance, with a further £38m spent on other operational and service delivery costs.
This included £58m on over 220,000 responsive repairs, £24m on gas servicing, fire risk assessments and other safety checks, and £13m on major repair works, with the remaining investment supporting other repair and maintenance activities.
Other costs include £1m in lease costs where we rent property, and £2m in bad debt cost where we haven’t been able to collect all of the rent and service charge we are owed.
on repairs
on housing management
depreciation
on interest payments
on service charge costs
other
£3m
£43m
£62m
£108m
£99m
Want to know more? Find out more about our finances by reading our financial statements.
In 2025/26, we made a surplus of £38.4 million. As a not-for-profit organisation, we reinvest any surplus back into our homes and services. Last year, we delivered 1,066 new homes, including 818 affordable homes, and invested £67 million in improvements to customers’ homes. Making a surplus helps ensure our long-term financial stability, enables us to invest in our existing homes and services, and supports the delivery of more affordable housing in the future.
This is just one example of the work we're delivering in communities across every region. By listening to customers and acting on local priorities, we're investing in projects that make neighbourhoods cleaner, safer and more welcoming. Across this one project in West Cumbria, we've: Completed more than 140 repairs through local community repair days Invested almost £20,000 in neighbourhood improvements Spoken face-to-face with more than 180 customers about local priorities Removed waste, improved communal spaces and carried out neighbourhood clean-ups Worked with local partners to improve community safety and tackle anti-social behaviour These improvements are part of our wider commitment to investing in the places our customers call home, creating positive change that reflects the needs and priorities of local communities.
Investing in the places our customers call home
During 2025/26, we improved our complaints service by reducing open complaints by more than 45% and cutting average resolution times from 49 days to 24 days. Improvements to systems, governance and accountability helped increase response-time compliance, while enhanced risk assessments contributed to a 22% reduction in damp and mould-related complaints. We know we don't always get things right. Every complaint gives us the opportunity to put things right, learn from customer feedback and make improvements that help deliver better services in the future.
Customer complaints scrutiny panel member The panel's recommendations have directly influenced service improvements and continue to feed into our ACT (Acting on Customer Together) learning programme, helping ensure customer feedback leads to meaningful action and better outcomes for customers. By involving customers in reviewing services and shaping solutions, we're making sure improvements reflect the experiences and priorities of the customers who use them.
How many complaints did we receive last year?
What are the top causes for complaints?
We aim to provide a great service, but if something goes wrong, we're here to listen and put things right. You can make a complaint in any of the following ways: Speak to any Home Group colleague Visit our website Email us at contactus@homegroup.org.uk Write to The Complaints Team, Home Group, One Strawberry Lane, Newcastle upon Tyne NE1 4BX Phone our customer centre on 0345 141 4663
How to raise a concern
Leasehold complaints Stage 1: 456 Stage 2: 164
Rented complaints Stage 1: 2,278 Stage 2: 852
Damp and mould
Plumbing
Heating/ hot water
Colleague conduct
Bathroom repairs
During 2025/26, our customer complaints scrutiny panel carried out a year-long review of missed repair appointments, one of the most common reasons customers make a complaint. Working with colleagues from across Home Group, customers reviewed complaints, analysed performance data, observed repairs processes and met with teams responsible for repairs, maintenance, procurement and contract management.
Customers helping improve repair appointments
The review highlighted the importance of: Clear, proactive communication when appointments change Better coordination of complex repairs Understanding and responding to customer vulnerabilities Strong contractor accountability Using customer feedback to improve services
Customers have an important role to play in reviewing complaints. By sharing our experiences and challenging processes, we help ensure customer voices are heard and improvements are shaped by the people most affected by them.
The outcomes of complaints: 83% of complaints were resolved and upheld 17% of complaints were not upheld, but they were resolved The remaining complaints were either recorded in error, not upheld, unresolved at the time of reporting, ongoing, classified as unreasonable, or referred to the legal team. Please note: Complaints closed without a recorded outcome have been excluded from this summary The outcome category 'partially upheld' was used in previous years but has since been removed in line with regulatory guidance
As a result, Home Group: Introduced proactive outbound calls following missed appointments Strengthened how vulnerabilities are identified and shared Increased customer involvement in contractor procurement and performance discussions Continued exploring technology to improve appointment updates Improved collaboration between teams supporting complex repair cases
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 2025 and March 2026, we asked over 13,500 customers their views through surveys and engagement activities, listened to what they said and acted on their ideas.
18 customers participated in 4 Repairs Scrutiny Group meetings.
36 Customers attended our annual Customer Summit.
Customers were involved in recruiting colleagues to 1,175 roles across Home Group.
108 customers participated in 11 Home Group Repairs Scrutiny Group meetings.
More than 100 Viewpoint members took part in 20 Viewpoint meetings.
2 customer Board members sit on the Home Group Board and 2 on the Home Scotland Board, with 9 customers presenting directly to Boards on a range of topics.
415 members of anyone@home, our digital customer group, contributed to 2 online consultations.
22 customer assessors assessed 19 neighbourhoods, services and schemes against the Customer Promise, speaking to more than 250 customers.
Customers also contributed to a range of initiatives across Home Group, helping shape services, support fellow customers and influence colleague development, including: Alphabetti Spaghetti, our customer-led LGBTQ+ support group FrieNDs, our customer neurodiversity support group Supporting colleague inductions and training, helping colleagues better understand customer experiences and needs Through these activities, customers continue to play an important role in shaping services, influencing decisions and driving improvements across Home Group.
How we get customers involved
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Home Group continues to deliver investment into apprenticeships, both as a route into the housing sector and as a way for colleagues to progress in their careers internally.
26 different apprenticeship types that range from Level 2 (GCSE level) right through to Level 6 and 7 (Degree and Masters level).
We have invested over £760k during 2025/26 in employment costs for our apprentices and over £360k in their learning.
In the year ending 31 March 2026, we employed
82% apprentices stay in jobs within Home Group.
64% of apprenticeships are filled by disadvantaged and diverse groups.
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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Over the past year, we have continued to support more customer-facing housing colleagues to complete qualifications through degree apprenticeships, as well as continuing to ringfence a number of our apprenticeship opportunities for customers who have been long-term unemployed.
60% of apprentices who were long-term unemployed feel they would not have been offered a job or an apprenticeship elsewhere.
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Apprenticeships provide a valuable opportunity to gain practical experience, develop new skills and work towards a recognised qualification. By combining workplace learning with formal study, apprentices can build confidence, gain industry knowledge and create strong foundations for their future careers. Samuel Forsyth, one of this year's apprentices, shared how the programme has supported his development. "So far, my apprenticeship is going better than I had imagined. It has helped me become more confident, articulate, and able to build positive working relationships. I feel I have developed significantly throughout the first year of my apprenticeship by gaining work experience in a real job environment and gaining industry-specific knowledge." Samuel also spoke about the support he has received throughout his apprenticeship. "Home Group have gone above and beyond to ensure I am comfortable, supported and have protected learning time to contribute to my studies. Weekly and monthly catch ups/check ins have assured me that I am supported at every opportunity." Looking ahead, Samuel reflected on the impact the apprenticeship has had on his future aspirations and career development. "My apprenticeship has helped set me up for the future by developing my transferable skills, creating career pathways and gaining a recognised qualification while still benefitting from the world of work." Samuel's experience highlights the value of apprenticeships in helping people build confidence, gain practical skills and take positive steps towards a successful career.
Developing careers through apprenticeships
83 apprentices across our organisation, with 23% of these being Home Group customers.
The Home Achievement Programme
The Home Achievement Programme (HAP) is a fully funded training programme for Home Group customers, covering topics such as budgeting, healthy cooking, domestic abuse and volunteering.
Since its launch, around 11,000 customers have benefited from the programme.
To enter, colleagues need to submit a case study showing: The learning the customer completed The positive change they experienced How their learning helped make that change happen
The HAP Hero competition celebrates the positive impact learning can have on our customers, as well as the colleagues who support them along the way.
Our HAP heroes
Running for over 18 years, the programme helps customers learn new skills, build confidence and improve their wellbeing. Customers who complete 9 credits gain a Level 1 qualification.
Over the last year: 579 customers were registered for HAP 796 modules were completed 159 level 1 qualifications were achieved
I will continue my learning; the HAP helped me tremendously through my journey. Completing my seventh enrolment has kept me busy and helped me support others to complete their HAP too. Helen
Building confidence and independence through learning
Helen has been part of Home Group's Wellbeing and Recovery Service for several years. Living with a learning disability and experiencing periods of anxiety and depression, she regularly attended local social groups to build connections and confidence. Following the sudden loss of her husband, Helen received support from the team during a particularly difficult time. As she began to rebuild her confidence, she returned to the service determined to continue learning and work towards her goal of employment. Through the Home Achievement Programme (HAP), Helen completed a range of learning modules tailored to her needs, including Healthy Eating and Cooking on a Budget. She has now completed seven HAP courses and uses her experience to encourage and support others on their own learning journeys. Today, Helen is a confident and active member of her community, volunteering in two charity shops and continuing her personal development. Helen's journey demonstrates how the right support, learning opportunities and encouragement can help people build confidence, develop new skills and achieve greater independence.
Have an idea or feedback? Contact us at
communications@homegroup.org.uk
Home Group Limited (charitable registered society No: 22981R). Information included is correct at the time of publishing (October 2026).
