Our new annual report and TSM results

Every year we write and publish our annual report which highlights our achievements and areas for improvement over the last year. This year is no different, and our latest annual report is now available on our website, and has been posted to all customers.

Inside our annual report

Inside the report you’ll find a range of facts and figures that demonstrate our performance over key areas of our work. We’ve also included some of the stories of real people helped by NCHA, such as Nalan and Soner who not only found a new home at Ben Mayo Court, but a welcoming community and stability for their new lives in the UK.

Pictured on the front cover of the report is single dad Paul and his young son Alden. They moved into a two-bedroom home on our Clay Cross development in Derbyshire in January. It’s provided the change they needed to make a fresh start in life.

Tenant Satisfaction Measures (TSMs)

For the first time this year we’ve used Tenant Satisfaction Measures (TSMs) to report on our performance. This is a new system which all social housing landlords in England are using to assess how satisfied our customers are with the services we deliver. They’re really helpful measures for us, as it shows us where we’re getting things right, but more importantly, it shows us where we need to improve.

The speed and quality of our repairs services are, and continue to be, a focus for us. Throughout the report you’ll see that customer satisfaction in this area has not been where we expect it to be, so we’ve made some big changes to make things better.

Find out more about our TSMs on our website.

Mailing to customers

We’ve sent all NCHA customers a copy of the annual report so you should be receiving that very soon. Also included in the mailing is an account balance statement which shows your balance with us on 24 August 2024 (this is instead of a full statement), and a legal notice of our new registered office address in Clifton from 30 September 2024.