Customer Annual Report 2021

How we have performed and our key highlights 

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We are pleased to share our Customer Annual Report with you. In this report, you can see how we have performed in delivering our services over the past year and how we have continued to listen to and support our customers. 

A warm welcome from Debi Marriott-Lavery

Debi Marriott-Lavery, Group Executive Director — Affordable Housing introduces the report and reflects that “the past year has affected our lives in so many ways.   

I truly appreciate how accommodating you have been as we have explored new ways to work in line with ever-changing government guidelines and to keep our customers and colleagues safe.

While the challenges of the past year can’t go unnoticed, it has been great to see so many positive stories, and in this year’s report, we want to celebrate all of the good that has come from lockdown.”

To Read Debi's full message, please click here.

How we performed over the year and supported our customers

As your housing provider, it is important you see how we have performed over the year.  Wendy Pretten, Managing Director England, has shared key highlights from the year, please click here to read this. 

To see the performance of Chorus Homes over the year, please click here. This includes details of how we performed against our targets on repairs and maintenance, customer satisfaction, and how we dealt with complaints and anti-social behaviour. 

You can also read about how we are creating more ways for our customers to get involved in the key issues that matter to you. Find out more about the customer voice. 

We know the pandemic has had a huge impact on many of our customers as well as the wider communities in which we work. In response, we have worked closely with our customers, charities and other local organisations to provide support across a wide range of areas. Tackling homelessness, reducing digital exclusion, improving skills and prospects, and preventing loneliness are just some of the ways we made a difference across the UK. Find out more about our community projects.

We hope you enjoy reading the Customer Annual Report and look forward to any feedback you may have.

Click here to view our Customer Annual Report 2021. 

If you would like a printed copy of the Customer Annual Report, please telephone 01772 667 002.