Customer reports

We want to make it easy for customers to know more about our services and our performance. 

Every year we publish an annual report to customers, where you can find out how we did against our targets, as well as our performance and achievements over each financial year.

As the Sovereign and Network Homes merger happened during 2023/24, most day-to-day services to customers were still separate so we have produced two reports.

Each report sets out our performance on the things that matter to you. This includes how we put things right if they go wrong and what improvements we're making in areas where we need to do better. Some results cover SNG as a whole but we've also shared information, services and performance results more relevant to the customers and communities in those regions.

For the first time, these reports also included our performance against new Tenant Satisfaction Measures or TSMs, introduced by the Regulator of Social Housing. 

Some highlights of the year

South and West customer annual report 2023/24

• setting up 10 ‘locality’ teams to give us a better focus on issues in each area
• investing in improvements to existing homes to make them more energy efficient
• extra support on money and debt, mental health, and employment and training
• a centralised complaints team to give customers one point of contact and to focus on resolving issues more quickly.

London and East customer annual report 2023/24

• recruiting new estates officers and increased estate inspections
• launching a new digital assistant which is available 24 hours a day
• investing in improvements to existing homes to make them more energy efficient
• delivered 671 much needed new homes in London, Hertfordshire and Essex.

(You can also find reports for previous years on our Publications page.)