Board Summary - July 2026

Safety, compliance and insurance

Board received the annual review of safety and compliance performance for 2025/26 and approved the updated Health and Safety Policy. Members were assured that statutory compliance has remained consistently high throughout the year across key areas including gas, electrical, fire, asbestos and water safety, with strong arrangements in place to monitor performance and manage any exceptions.

The report highlighted positive audit outcomes across lone working, damp and mould, and lift management. Board also noted strong customer perceptions of safety from the Tenant Satisfaction Measures (TSMs), with 84.9% of customers saying they feel their home is safe. Alongside compliance performance, members reviewed wider health and safety activity including safeguarding, urgent support and hoarding interventions, and received assurance that improvement actions arising from audits, regulatory reviews and operational learning are progressing as planned.

Customer data assurance

Board reviewed progress on improving the quality and consistency of customer data, recognising this as a key foundation of the Customer Strategy approved earlier this year. Members were assured that work is underway to build a more complete picture of customer needs and circumstances, helping colleagues tailor services more effectively and respond appropriately where vulnerabilities exist.

Significant progress has been made in introducing consistent definitions across systems and improving the information we hold on customers, particularly around disabilities and impairments. Board noted that this work supports wider regulatory requirements, including Awaab’s Law and equality, diversity and inclusion commitments. Members welcomed plans to continue strengthening data quality through customer contact, tenancy audits and future digital services, helping ensure decisions are based on accurate and reliable information.

Governance and conduct

Board received its annual review of compliance with the National Housing Federation’s Code of Governance and Code of Conduct and agreed to continue adopting both codes. Members were assured that believe housing remains fully compliant with the standards and expectations set out in the codes.

The report highlighted ongoing work to maintain strong governance arrangements, transparency and accountability across the organisation. Board also reviewed declarations of interest and gifts and hospitality records for the year, noting that no material issues or breaches had been identified. Members welcomed continued investment in colleague training and awareness around conduct and probity and noted upcoming changes to regulatory requirements relating to competence and conduct. Overall, the report provided assurance that effective governance arrangements remain firmly embedded across the business.

Robinson House

Following a lengthy discussion about the future of Robinson House, including the results of a recent customer consultation, Board approved its demolition. We are now supporting all affected customers with the next steps. More information about Robinson House can be found on our website.

Housing Ombudsman case

Board received an update on a severe maladministration finding relating to a historic damp and mould case. Members were assured that the Ombudsman’s required actions had been completed and they discussed the lessons learned from the case whilst acknowledging that an appeal had been submitted to the Housing Ombudsman regarding some areas of their findings. Board welcomed the improvements already made to strengthen case management, record keeping and communication, and the organisation’s continued commitment to using feedback and external scrutiny to improve services for customers. The Board also welcomed the assurance that the first response to receipt of the determination had been to confirm the safety and welfare of the customer.

Financial performance

Board reviewed the latest financial performance position and received assurance that the organisation remains financially strong. While some areas continue to face cost pressures, the overall year-end position remains positive and in line with longer-term business plan assumptions.

Members also reviewed performance against corporate targets and wider business measures. Strong results were noted in areas including overall customer satisfaction, repairs performance, financial resilience and safety compliance. Board recognised that work continues to improve performance in a small number of areas, particularly customer data quality and complaints satisfaction, and welcomed the improvement plans already in place.

Modern Slavery and Human Trafficking Statement

Board approved believe housing’s Modern Slavery and Human Trafficking Statement for 2025/26. The statement reaffirms the organisation’s zero-tolerance approach to modern slavery and human trafficking and sets out the steps taken across the business and supply chain to identify and reduce risks.

Members noted the ongoing work being carried out through colleague training, safeguarding arrangements, procurement processes and partnership working. The statement demonstrates believe housing’s continued commitment to operating in an ethical and responsible way while protecting customers, colleagues and communities from exploitation.

Committee updates on performance, homes and services

Board received a range of updates from its committees covering organisational performance, risk management, customer experience, repairs, investment and treasury management. Members noted strong overall performance during 2025/26, including high levels of customer satisfaction continued delivery of investment programmes and a robust financial position.

Board also reviewed the annual treasury and risk reports, receiving assurance that the organisation remains financially resilient, with strong liquidity and full compliance with lender requirements.

Progress against the Corporate Plan and key performance measures was discussed, alongside improvements underway in areas such as complaints satisfaction, customer data quality and digital services.

Members welcomed the continued progress being made through the Target Operating Model programme and noted ongoing work to strengthen governance, risk management and customer engagement across the business.