A home is not just a place to sleep or an address and postcode, it provides us all with a solid base to build from. For our customers this is particularly important as by having safe, secure accommodation they are able to work on building the skills and confidence they need for a life of independence.
Providing that solid base takes a lot of work, particularly for our Property Services team. It was great to see the improvement in Property Services reflected in this year’s Tenant Satisfaction Measures survey results, with customers noting improvement in a range of different areas. Customer feedback helps us be a better landlord, provide better services and offer safer homes.
We’ve also been making strides behind the scenes too. This year saw the implementation of Awaab’s Law, a significant new piece of legislation for Housing Associations. The law is named after Awaab Ishak, a two-year-old boy who died in 2020 after prolonged exposure to mould in his family's social housing. It rightly demands more of all housing associations to ensure properties meet the Decent Homes standards and is good quality accommodation for our customers. Levelling up our governance and compliance is always at the forefront of our minds as the housing landscape grows and changes over time.
Small gestures and improvements have a big impact, not just for our customers but also for the wider community. It never ceases to amaze me the significant impact working collaboratively with other local organisations can have on us and our customers. That’s why partnering with us can be transformative, creating a ripple that far extends beyond the initial first step.
I would like to extend my sincere thanks to our customers, team members and community partners for their continued trust, commitment, and shared vision. I’d also like to extend my thanks and welcome to both our current and new Board Members who have joined us this year.
Despite all the good work we’ve done over the last year, we are still operating in a challenging environment. With high cost of living pressures and demand for truly affordable housing still growing, we remain as determined as ever to improve every day to provide the services our customers deserve with compassion, innovation and accountability. I believe we are well placed to rise to meet these challenges with the support of our team and the dedication of our partners, seizing new opportunities so we can continue to inspire lives.
Thank you for being part of the journey.
Glyn Early, Chair
We offer a range of accommodation at Squared, including Homes for Independent Living and Homes with Support. We also work closely with private landlords to enable us to offer more homes for those that need them.
Find out moreWe’re committed to providing safer, better homes. This year we delivered planned works, rapid repairs and essential component replacements—plus targeted upgrades to kitchens, bathrooms and boilers. Robust safety checks and high completion rates show our focus on quality and reliability, ensuring customers feel the difference in day-to-day living.
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All feedback helps us improve. We follow the Housing Ombudsman’s Complaint Handling Code, assess our performance annually, and publish our annual report and self-assessment. Insights from complaints and our biennial Tenant Satisfaction Survey inform training, better communications, and service changes, so we fix issues fairly, faster, and prevent repeats for customers.
Find out moreWe believe our customers deserve more than safe homes and reliable services. They should be able to trust that we're listening and learning from feedback and constantly looking for ways to improve.
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People are at the heart of what we do. Our 70+ strong team are central to achieving our vision of inspiring lives. Their passion and commitment drive us forward to ensure we provide our customers with the best possible service.
Find out moreOur financial report gives our customers a clear picture of how we are utilising our resources to deliver our services.
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