News

Inside, we share with our customers how we’ve performed over the past year and what we’re doing to improve the services they rely on.

The full report is available here.

Building strong foundations

Customer feedback has helped us build stronger foundations, and we’re committed to continuing this journey together. We’ve made good progress this year, but we know there’s more to do. In 2024/25 we:

• provided £11.4m in direct financial support to help customers
• completed 100,448 repairs, with 71.5% of residents rating their repair 8 out of 10 or higher
• spent £40.2m on day-to-day repairs and getting empty homes ready for new residents.

To date, we’ve also invested £50.3m to make homes safer with fire safety improvements.

Ian Wardle, A2Dominion’s Chief Executive Officer, said: “We’re investing in faster repairs and stronger resident involvement to create lasting change. There’s still work to do, and we’re committed to year-on-year progress.

“Your feedback has driven real change, from how we handle repairs to how we communicate service charge costs. We’re grateful to everyone who’s taken the time to get involved.

“Since launching our plans to improve our services and regain a compliant regulatory rating, we’ve taken clear steps to strengthen governance and improve oversight. We’re making good progress on our action plan and remain committed to delivering high standards for our customers."

Supporting customers and communities

Last year, we created £19.6m in social value, helping thousands of customers access vital support. Social value measures the positive impact of services we provide to communities, such as support for wellbeing and mental health.

• 9,279 customers received help with cost of living, health and wellbeing
• We delivered 6,500 food donations
• We secured £560,000 in external funding to support mental health and wellbeing
• 2,461 people were supported by our domestic abuse service
• We built 925 new homes
• And 12 customers were recognised for their community contributions at our Making a Difference awards

We’re continuously refining how we invest in local communities and involving customers in these decisions to shape what we do in the future.

Listening to our residents

This year, we’ve listened to customers more closely than ever. Customer feedback has shaped everything from our repairs system to how we share information about service charges.

Almost 2,000 customers took part in our Tenant Satisfaction Measures surveys, sharing honest feedback, including voice and video clips. Each month, we share these directly with our Board to ensure our customers’ experiences and insights are heard at the highest level. You can view our full TSMs here.

More customers joined workshops, took part in surveys and helped us design services. We’ve also appointed our first-ever customer to the Group Board, Coretta Scott, ensuring resident voices are heard at the highest level.

We’re pleased to say we’ve also recently introduced a new resident panel. This group will help shape services, influence decisions, and ensure resident voices are heard across our organisation.

We’re committed to making meaningful changes that will make a real difference to our customers and communities, and we know that listening to residents is key.