Tenants' Annual Report 2024-25

Introduction

Welcome to the tenants’ 2024-25 annual report for the year ending March 2025.

I’m really pleased to share this year’s update which highlights the progress we’ve made in improving the housing services we provide you.

As the cabinet member for housing, I care deeply about making the changes you’ve told us matter the most. And while there’s still more to do, I’m proud of the progress we’ve made this year.

We’ve prioritised improving repairs responsiveness and quality, surveying as many homes as possible, delivered more affordable homes, invested in energy efficiency upgrades, improved our fire safety standards and supported tenants through these challenging times.

Ensuring that we have a greater understanding of the maintenance and upgrade needs of the more than 14,000 homes across our city has been a key step in ensuring that we can be the responsive Landlord that we are committed to being. This supports us in ensuring that we can invest and maintain your home in a timely and responsible way, reducing the need for unforeseen repairs in the future and providing the best quality homes we can.

Thanks to your feedback, all twelve of our Tenant Satisfaction perception measures have improved, bringing us in line with national averages. Your input has helped us understand what’s working and where we need to do better, giving a clear steer going forward that I can assure you we are responding to.

We remain committed to meeting the requirements of the Social Housing Regulation Act and ensuring your views help to shape our decisions – whether through estate inspections, building improvements, security upgrades or everyday conversations. Your involvement is helping us build a better housing service for everyone.

We’ve also introduced new tools like the Housing Hub, making it easier for you to engage with us and share your thoughts on the services you receive. Alongside this you can view our performance month on month, tracking our ongoing work to improve the services you receive. And we will soon be announcing the appointment of two new contractors for all our property maintenance. More improvements and developments are coming in the new year, and we will keep you updated as we progress.

Thank you for your continued support. Please keep sharing your feedback and together, we can continue making Norwich an even better place to call home.

Cllr Beth Jones
Cabinet member for housing

The report is also available as a PDF.

If you need this information by email for use with the read-aloud function or in an alternative format, please contact us on 0344 980 4444 or visit norwich.gov.uk/intran.