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How did we do? Your Customer Annual Report 2025

24 September 2025
We’re pleased to share your Customer Annual Report for 2025. Inside, you’ll find out how we’ve performed over the past year and what we’re doing to improve the services you rely on.

Read the full report here

Building strong foundations  

Your feedback has helped us build stronger foundations, and we’re committed to continuing this journey together. We’ve made good progress this year, but we know there’s more to do.  

In 2024/25 we:  

  • provided £11.4m in direct financial support to help customers.  

  • completed 100,448 repairs, with 71.5% of residents rating their repair 8 out of 10 or higher.  

  • spent £40.2m on day-to-day repairs and getting empty homes ready for new residents.  

  • reported a surplus of £116.4m. This puts us in a strong position to focus on what matters most – investing in homes and services for you.  A major part of this surplus came from selling some temporary accommodation to Westminster City Council, a planned step to help us concentrate on our core customers and invest in service improvements. 

To date, we’ve also invested £50.3m to make homes safer with fire safety improvements. 

Ian Wardle, A2Dominion’s Chief Executive, said: “We’re investing in faster repairs and stronger resident involvement to create lasting change. There’s still work to do, and we’re committed to year-on-year progress.

 “Your feedback has driven real change, from how we handle repairs to how we communicate service charge costs. We’re grateful to everyone who’s taken the time to get involved.

“Since launching our plans to improve our services and regain a compliant regulatory rating, we’ve taken clear steps to strengthen governance and improve oversight. We’re making good progress on our action plan and remain committed to delivering high standards for our customers."

Supporting customers and communities 

Last year, we created £19.6m in social value, helping thousands of customers access vital support. Social value measures the positive impact of services we provide to communities, such as support for wellbeing and mental health. 

  • 9,279 of you received help with cost of living, health and wellbeing 

  • We delivered 6,500 food donations 

  • We secured £560,000 in external funding to support mental health and wellbeing 

  • 2,461 people were supported by our domestic abuse service 

  • We built 925 new homes 

  • And 12 customers were recognised for their community contributions at our Making a Difference awards 

We’re continuously refining how we invest in local communities and involving customers in these decisions to shape what we do in the future.  

Listening to you  

This year, we’ve listened to you more closely than ever. Your feedback has shaped everything from our repairs system to how we share information about service charges. 

Thank you to the nearly 2,000 customers who took part in our Tenant Satisfaction Measures surveys and shared honest feedback, including voice and video clips. Each month, we share these directly with our Board to ensure your experiences and insights are heard at the highest level. You can view our full TSMs here.

More of you have joined workshops, taken part in surveys, and helped us design services that work better for you. We’ve also made sure your voice is heard at the highest level, by appointing our first-ever customer to the Group Board, Coretta Scott. 

We’re pleased to say we’ve also recently introduced a new resident panel. This group will help shape services, influence decisions, and ensure resident voices are heard across our organisation. 

We’re committed to making meaningful changes that will make a real difference to our customers and communities, and we know that listening to you is key.  

Tell us your thoughts for a chance to win a £50 voucher 

We’d love to hear your thoughts on this report. Please share your feedback using our online form or call us on 0800 432 0077.  Everyone who takes part will be entered into a draw to win a £50 voucher*. Your feedback will help us make future reports even better. 

*Terms and conditions apply.