We're excited to share our 2026 Annual Report To Customers with you. This report, approved by both our Board Customer Services Committee and our Representative Body, sets out how we've performed over the past year and highlights some of our achievements and challenges. It also shares how we've used your feedback to help us improve, and how we're using that feedback to shape our plans for this year and beyond.
Over the course of the year we have turned plans into action, built on our recovery and our return to regulatory compliance, and demonstrated that we can deliver on the things that you, our customers, tell us are important.
We are really pleased that you, our customers, are telling us more than ever that we are getting things right. All 12 of our tenant satisfaction measures (TSMs) have improved, and early figures show that we are right up there in the top quarter when compared to other housing providers across the Greater Manchester area.
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RBH Annual Report To Customers 2025 26
Did you know...?
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Over the past year we have continued to strengthen how we listen to your feedback, so that your voice can have a real impact on how we design and deliver our services. Overall satisfaction with RBH is now 80.5%, up from 76.6% last year, and we’re focused on how to improve this even further. We’ve also made it easier to get in touch with us and share your views in ways that suit you, whether that’s in person, online, over the phone or in writing. We have continued to focus on getting the basics right - and we know more customers are starting to feel the difference.
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We have taken a more active role in the neighbourhoods we serve, focusing on making them safer, stronger, and better places to live. We have increased our presence in communities, working more closely with partners to respond to local issues and tackle anti-social behaviour. We are also working closely with community groups across our borough to provide even better services, events and the support you’ve told us you want and need.
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This year we invested a further £28m in our homes. You have told us you’re seeing the difference, with 85.2% of our customers saying they are satisfied with the repairs we have completed in their homes, up from 81.3% last year, and more people saying their home is safe and well maintained.
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We’ve focused on making RBH a stronger, more supportive and more inclusive place to work. Over the past year, we’ve put our new People Strategy into action, helping colleagues feel more engaged and better equipped to deliver great services. This is reflected in rising colleague satisfaction, which has increased to 74%. By making RBH a better place to work, we can provide better services to our customers and communities.
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This year, we successfully completed our refinancing, putting the organisation on a stronger footing and enabling continued investment in homes and services. We’ve also continued to bring our unique mutual model to life, with customers, colleagues and our Representatives playing a vital role in scrutinising services, driving improvements, and ensuring the voices of those who live in our homes are not just heard, but acted upon.
