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  • Our office opening hours for our Western Way office are

    10 am – 12 noon and 2.30 pm – 4.30pm.

     

     

Tenant Annual Report 2026

Customer Service and Repairs Service

These Tenant Satisfaction Measures show how residents rate our communication, responsiveness and overall service.

  • 88.6%

    satisfied with the overall service provided

  • 90.8%

    satisfied with the overall repairs service over the last 12 months

  • 87.2%

    satisfied with the time taken to complete their most recent repair

  • 89.9%

    satisfied that their home is well maintained

  • 82.1%

    satisfied that we keep them informed about things that matter to them

  • 87.2%

    agree that we treat them fairly and with respect

  • 79.0%

    satisfied that we listen to their views and act upon them

We received

  • 43,644

    phone calls

  • 37,272

    emails

  • 5,291

    text messages

Phone calls include calls to all of our phone lines: out of hours, Allpay, repairs, customer service and voicemail.

We completed

  • 4,988

    responsive repairs

  • 1,246

    gas safety checks

  • 572

    electrical safety tests

  • 285

    asbestos surveys

  • 64

    aids and adaptations

  • 36

    legionella tests

You said improving your homes should be a priority

In 2025/26 we replaced:

  • 35 kitchens
  • 48 bathrooms
  • 68 homes with new windows
  • 13 fire doors
  • 12 front and rear doors
  • 2 homes with storage heaters
  • 32 boilers
  • 6 communal doors and entry systems
  • 1 air source heat pump (ASHP) installation completed
  • 126 homes received net zero works

Net zero works include loft insulation installation and low energy lighting. These works help save customers money spent on heating and running their homes.

We spent

  • £1.086m

    on replacing kitchens, windows, bathrooms and doors

  • £1.032m

    on carrying out repairs

  • £571k

    on keeping homes safe

  • £402k

    on repairing empty properties

“Jake and Josh did a brilliant job, I can’t praise them enough. They got the job done quickly and efficiently with very little mess or inconvenience. They insisted on hoovering and tidying up as they went. Both of them were polite, friendly and considerate and more than willing to help me get the flat back to normal by lifting my furniture back into place. So once again I would like to thank you Cornerstone for an excellent service.”

“You have a very skilled trade staff team, who conducted themselves in a respectful manner and were very polite and tidy.”

“Very impressed with the guys that came to fit our windows. They were very polite and made sure there was no mess at the end of the day for me to clean up. The new windows look great, hope they make a big difference this winter. Thank you.”

Value for money

Value for money is as important to us as it is to you. We’re always looking for better ways to deliver services, improve homes, and build more affordable housing. As a not-for-profit charity, any money left at the end of the year is reinvested into homes and services. We follow the Value for Money Standard set by the Regulator of Social Housing, which helps our Board make the best use of our resources, make informed decisions, and report clearly on our performance.

How we spend your money

As a not-for-profit charity, income collected from rent is invested back into our homes and the services we provide to our residents. This is how we spend every penny in a pound we receive:

  • Developing new homes: £9.3m (52p)
  • Repairs and maintenance: £3.5m (19p)
  • Tenancy management: £2.7m (15p)
  • Finance: £1.1m (7p)
  • Improving and modernising homes: £1.1m (6p)

Finance includes interest we pay on loans, which is the mortgage we have to build new homes.

Home condition surveys

Maintaining safe, high quality homes is a top priority for us. Over the last year we have undertaken a comprehensive home condition programme which has been designed to improve our understanding of our homes and ensure we are investing in the right things in the right homes.

The survey helps us understand:

  • What repairs may be needed now or in the near future
  • What improvements could help make your home more energy-efficient
  • How we can plan upgrades like kitchens, bathrooms, windows, and heating systems

Between October 2024 and June 2026 we completed 1,149 surveys across all our properties.

We are now analysing the results of these surveys and using them to develop our plans for maintaining homes over the coming years. Having better information about the condition of our homes helps us make informed decisions, plan improvements at the right time and deliver better value for money for residents. This work is also helping to shape our future investment programme and will continue through a rolling five-year home condition survey programme.

“We are very pleased to get our new windows, what a difference it feels already in the house. The workers were very polite and helpful and cleaned up after to a satisfied level.”