Your Home. Our Purpose.
We're pleased to say our annual report is now available.
If you would prefer, this report is also available for you to download — Annual Report 2025 - Online [pdf] 5MB.
Please contact us if you would like this report in any other format, including large print or Braille.
This year has been one of meaningful progress. We’ve strengthened our commitment to customers and increased our voice through closer engagement with local councils and government, welcoming Southend MPs and showcasing the impact of our work.
To maintain high standards, we partnered with an external consultant to evaluate our compliance with the new consumer standards.
This collaboration provided a comprehensive review and helped us identify key areas where we can further enhance our services. We also proudly achieved TPAS reaccreditation, recognising our commitment to tenant engagement. Service delivery has improved across key areas, including voids, tenancy sustainment, anti-social behaviour, and health and safety, while our supported living services received positive feedback in a mock CQC inspection.
Customer insight has shaped both our day-to-day services and the development of our 2025–30 corporate strategy, which led to our three strategic priorities - customer focus, quality homes, and local impact. As a way of delivering our strategy, enhancing our impact and doing more for current and future customers, we are exploring a potential merger with Chelmsford Housing Partnership (CHP) to enhance our capacity to do more for our residents and build new homes.
We generated over £4.1 million in social value, supported 77 customers through our One Estuary Fund, and helped increase incomes by over £400,000.
Community involvement in initiatives like the Great British Spring Clean and our Customer Voice Roadshows continues to guide our improvements.
In 2024, we were honoured to receive external recognition, including an Essex Housing Award for our innovative repairs chatbot. We are also immensely proud of our Care and Support team, who were Highly Commended in the Empowering Workforce category at the Essex Care Awards.
This is a testament to their incredible dedication in providing life-changing health and social support while building a vibrant and inclusive community.
Our partner contractor, Axis, has supported local charities and projects, while our Estate Services team completed 17 community improvements and launched a targeted anti fly-tipping campaign.
These achievements reflect the dedication of our colleagues and your continued involvement. Thank you for shaping the future of our services and communities.
This past year, we've focused on working together to create positive change.
We've been busy with lots of different projects, from conducting a scrutiny review of fly-tipping services that laid the foundation for a new fly-tipping pilot project, to testing the new Repairs Chatbot and digging into the complaints process.
We also looked at important policies such as domestic abuse and anti-social behaviour, and we joined Estuary at the Customer Voice Roadshows to hear what's on your mind.
Our main job is to speak up for you and make sure Estuary is listening. To do that, we’ve been building our skills with training on communication and recruitment, so we can challenge and contribute more effectively.
Your voice is at the heart of everything we do. We truly believe that when we work together, we can make our communities better for everyone. We can't wait for you to read this report and see all the great things we've accomplished together this past year.
Lynda Buckley
RVIP Chair
This report contains our Tenant Satisfaction Measures (TSMs) which are a required part of the Consumer Standards set by the Regulator of Social Housing.
We are pleased to share this information with you because it provides a transparent look at our performance as a landlord, how we are listening to you, and what we are doing to improve. We have worked to make this report easy to read and understand, and we’ve also included highlights of the key activities and events we’ve been involved in throughout the year.
Our principles are the foundation of our work, focusing on what matters most to you. We're committed to getting the basics right first time, and if we don't, we’ll put things right without fuss or delay. Our goal is to provide safe and energy-efficient homes and inclusive services that truly meet your needs. We also believe in the power of partnerships to sustain and improve our communities, and we ensure that our social purpose guides every penny we spend.
Our values are what we live by. We have respect for our customers, our people, and our communities. We are One Estuary, working together to achieve shared goals and improve the lives of our customers. We hold ourselves accountable for our actions and deliver on our promises, and we are committed to being a responsible and ethical housing association.
We see ourselves as more than just a housing association.
For over 40 years, we’ve been a team of dedicated individuals with one clear social purpose: to provide housing our customers are proud to call home. As a not-for-profit organisation, every pound we spend goes directly back into achieving this purpose.
We own and manage over 4,700 properties across Essex, East London, and Suffolk, including homes for rent, shared ownership, and supported living. We’re proud that our head office is located right in the heart of one of our largest communities in Southend-on-Sea, allowing us to be closer to you.
| 2023-24 | 2024-25 | |
| Total Homes | 4,727 | 4,684 |
| New ASB Cases | 198 | 192 |
| Customers Supported for Domestic Abuse | 36 | 37 |
| Responsive Repairs | 12,874 | 16,316 |
| New Staff Members | 65 | 48 |
| Decent Homes Compliance | 100% | 100% |
| Homes Receiving Major Investment | 674 | 1,266 |
| New Bathrooms Installed | 44 | 63 |
| New Kitchens Installed | 38 | 80 |
| Customers Signed Up To The Portal | 2,000 |
We believe that your voice is central to everything we do. By listening to your feedback through surveys, complaints, and our resident groups, we can identify what’s working well and where we need to improve. This makes sure you are at the heart of our decision-making.
We’re always striving to be better, and a big part of that is learning from your feedback, whether it’s through our surveys, your formal complaints, or your compliments and suggestions.
The Regulator of Social Housing asks us to report on specific Tenant Satisfaction Measures (TSMs). We worked with an independent research agency to survey tenants and get a clear picture of your experience with us.
Here are the results related to our customer service and engagement. You will find the results for other TSMs, such as satisfaction with repairs and safety, in their relevant sections throughout this report.
Your formal complaints are one of the most important ways we learn and improve. Following the Housing Ombudsman Complaint Handling Code becoming statutory on 1st April 2024, we completed an Annual Complaints Performance and Service Improvement Report for 2024/25.
During the year, we received 708 Stage 1 complaints (156.8 per 1,000 homes) and 193 Stage 2 complaints (43.1 per 1,000 homes). We responded to 95.5% of Stage 1 complaints and 98.1% of Stage 2 complaints within the required timescales. The top reasons for complaints were related to the time taken to carry out repairs, multiple failures, and appointment issues.
Here are a few examples of lessons we’ve learned and the changes we’ve made as a direct result:
Repairs and appointments: We heard your feedback on our repairs service, specifically around communication and missed appointments. In response, we’ve introduced a repairs chatbot on our online customer portal so you can book and manage appointments yourself. We’ve also reviewed our booking process and are working with our repairs contractor, Axis, on a repairs recovery plan.
Handling complaints: Your feedback showed dissatisfaction with how we handle complaints. We have since reviewed and simplified our complaints policy and introduced a dedicated complaints team at Axis.
You can find more detail on all the ways we're learning from your feedback on our Learning Points page. We also completed the Housing Ombudsman self-assessment against the code.
In addition to our formal complaints process, we’ve also made several other changes based on feedback from our surveys, roadshows, and other channels.
Following feedback on missed appointments for electrical testing, we’ve updated our asset management software to better track when these are due. We’ve also made changes to how we handle damp and mould, including proactive home visits and investing in new ventilation systems.
We’ve introduced a call-back service for our contact centre and Axis to reduce long waiting times, and we’ve created dedicated web pages to provide clear information on missed appointments and other key topics.
We raised concerns about communal cleaning and gardening. To improve this, all cleaning operatives have been reminded to sign in when arriving on-site, and we have updated our website with new Estate Services Standards that outline exactly what services will be provided and when. Take a look at more examples on our You Said, We Did page.
We work closely with our Resident Voice and Influence Panel (RVIP). The RVIP is an independent, resident-led group that holds us accountable by monitoring our performance, scrutinising our services, and challenging us to improve. Their work makes sure that your voice directly influences the decisions we make.
RVIP plays a critical role in how we operate and improve our services. Panel members are empowered to:
In March 2025, the RVIP attended a Complaints Bootcamp to review and evaluate the effectiveness and handling of our complaints process. Key findings included;
Ongoing work includes the Complaints Scrutiny Subgroup continuing to review a sample of Stage 1 and Stage 2 complaint responses. Feedback from these sessions is being shared within the business to promote improvement in our complaint handling and to continue to strengthen our customer service offer in this area.
In addition to the fly-tipping review, the Resident Voice and Influence Panel has been actively holding us and our repairs contractor, Axis, accountable on several other critical issues. They have rigorously examined Axis’s performance on repairs, complaints, and getting repairs right first time.
The RVIP completed a detailed review of fly-tipping, resulting in a set of recommendations that have become the foundation for a new pilot program. This pilot, co-designed with the panel, focuses on education, improved signage, and enforcement.
Customer Voice Roadshows
In August 2024, our team, along with RVIP and our repairs contractor Axis, hit the road again for our annual Customer Voice Roadshows. We travelled across Southend, Basildon, Burnham on Crouch, and Clacton to connect directly with our customers. The goal of these roadshows was to gather valuable insights that would inform our Anti-Social Behaviour (ASB) Standard, Repairs Service Standard, and shape our new Corporate Strategy.
If you would like to get involved in future events, please visit our Get Involved page, email us at involvement@estuary.co.uk, or call us on 0300 304 5000 to find out more.
The Customer Experience Committee (CEC) has had a busy year, serving as a vital link between our customers and the main Group Board. This Committee, which includes both Board members and customer representatives, has a simple but important goal: to make sure your voice is heard, to check that we follow all rules for consumer and care services, and to make sure we stick to our promises about service and performance. A major focus this year has been on improving how we handle your complaints. The Chair of the Committee has taken on the key role of checking, challenging, and supporting improvements in our complaints process to make it fair and effective.
The Committee also spent time making sure we’re ready for the new Consumer Standards (rules that focus on better customer service) and have been overseeing the safety and updates for customers at Kings House regarding the gas supply works.
The Committee’s commitment to putting you first covers many areas. They regularly check on how well we’re delivering our plans for customer service and engagement. They also make sure our Supported Living service meets all necessary quality and safety standards.
Critically, they directly approve or recommend policies that affect your daily life, making sure they work for you.
This year, they reviewed and approved important policies on Repairs, Lettings, Tenancy, and Aids and Adaptations. Finally, they strongly support our Resident Voice and Influence Panel, actively encouraging the customer perspective to be heard and acted upon at the highest levels of the organisation.
By undertaking the accreditation process, we demonstrate our commitment to customer engagement. This provides assurance that our ways of working with customers are effective and offer the best value for money.
Achieving Tpas accreditation demonstrates we are developing a strong culture of involvement across Estuary to create business improvements with our customers.
Learn more about Tpas at https://www.tpas.org.uk/about-tpas
Included in our membership is a range of learning materials for residents (and our staff, too!). Please sign up to take a look at what’s on offer at https://www.tpas.org.uk/landlord/employee/create-member/55
Our win at the Essex Housing Awards 2024 for Smart Working shows how we’ve made our services easier and faster to use by building on our award-winning digital work from last year. This focus means you have more ways to talk to us and manage your home.
Your Online Account is our most popular webpage because it puts you in control. It’s available 24/7 so you can:
The award recognises how smart working, including the use of digital technology, has significantly improved outcomes, (increased ease of use or reduced costs for their residents). We were nominated for the implementation of our new Repairs Chatbot which features on Your Online Account. Project team members worked closely with Axis and our Resident Voice and Influence Panel to ensure a great digital support tool with a smooth rollout for customers.
Over 2,000 customers are now signed up to Your Online Account!
If you haven’t yet, join them here: https://estuary.co.uk/online-account
We significantly boosted the number of important updates you received in 2024/2025 by sending over 25,000 emails. These emails kept you in the loop on things like:
With over 50% of our emails being opened, we know this is a great way to communicate with you, and we’re always looking to make our messages even better.
We want to make sure everyone can access our information. To help us get to know you better, we offer several accessibility options:
If you need your information in one of these formats, please just let us know.
Social media: Sharing our news
Facebook is where we share our day-to-day updates, good news stories, and details about what we’ve been up to. We have over 1,100 followers who stay connected. If you don’t already, be sure to follow us! Find us here: https://www.facebook.com/estuaryha
We’re committed to providing you with a safe and high-quality home. This year, we have made significant investments and improvements to ensure your properties are well-maintained, compliant with safety standards, and protected from risks.
Your safety is a critical part of our work. We are pleased to report that 76% of you told us in our Tenant Satisfaction Measures (TSMs) Survey that you feel your home is safe.
The regulator of social housing requires us to report on our compliance with several critical safety checks. We are proud to report that we have maintained high compliance rates across all key areas:
We also made significant progress on other key safety projects:
We want to make sure your homes are great places to live. We achieved a 100% of our homes meeting the Decent Homes Standard for 2024/25.
We spent over £7.5 million on improving and maintaining our customers’ homes. 71% of you told us in our TSMs survey that you are satisfied that your home is well-maintained, and 65% are happy with our overall repairs service.
Our investment included:
We aim to provide outstanding, good quality services to help you in every aspect of your tenancy. From your first phone call to long-term support, we’re here to listen and help.
In December 2024, we launched a customer profiling project to update our records with key information. The data collected enables us to support customers and their families in the best way. To date we have been in contact with over 80% of our customers and will continue to reach out to the remaining customers over the coming year to make sure our records are accurate. We will use the data to strengthen the way our services are delivered as we recognise some customers need additional or alternative support.
Our contact centre is home to our Customer Ambassadors who are the first point of contact for many customers, managing a wide range of interactions, including emails, calls, social media messages, and online forms. To improve service and team knowledge, we invest in ongoing staff training on communication, empathy, and problem-solving. We also implemented an online knowledge bank to help the team resolve your queries quickly.
We are pleased to report that our first contact resolution rate increased from 49% last year to 57% this year, just shy of our 60% target. This improvement shows that our investment in staff knowledge and resources is paying off.
The top reasons people contacted us during 2024/25 were:
| Channel | 2024-25 (Total) | 2023-24 (Total) | Notes |
| Calls | 24,920 | 27,053 | February 2025 was our quietest month, while July 2024 was the busiest. We also handled 1,780 call-backs, an increase from 856 last year. |
| Emails | 3,444 | 3,151 | The increase indicates a growing preference for digital channels when contacting us. |
| Online Forms | 163 | 315 | The reduction is due to new online forms being automatically processed through our customer portal. |
| Social Media Posts | 112 | 163 |
We provide a wide range of support services to help you sustain your tenancy and live comfortably in your home.
Our Benefit Coaches provided help and advice that increased our customers’ income by over £400,000. This included support with complex claims like PIP and DLA, as well as assistance with Housing Benefit, Universal Credit, and Discretionary Housing claims, securing over £229,000
for our customers.
We also assisted 77 customers with over £29,000 in investment from the One Estuary Fund for emergencies and to help them sustain their tenancies. One customer shared,
“It helped me be able to get my children new beds, which I wouldn’t have been able to do for a long time without the help.”
One of our coaches began working with a customer who was struggling with poor mental health, which was affecting the condition of her home. The coach listened to her story and created a simple action plan. As a result, the tenant cleared years of clutter, is now sleeping in her own bedroom, and feels more confident. The customer is grateful for our ongoing support.
We are committed to providing the best opportunities for all customers. This year we have:
We moved a customer who was in an upper-floor flat and unable to get out due to their medical conditions to a one-bed ground-floor home. The move has made a huge difference to their life, allowing them to move around easier and get outside more often.
Our team's commitment is to provide the level of care we'd want for our own family. We deliver services we are proud of by focusing on person-centred support to make sure residents live meaningful, fulfilled lives on their own terms.
Our team has continued to provide individuals with the tools to improve their mental and physical health, as well as social connection and inclusion. This year, we supported 49 people, leading to diagnoses and treatments for various health conditions. Our supported living residents and team have been busy!
We held a summer event at Grahame House, complete with a magician, a picnic, and an ice cream van. The annual Starts at Home event also took place at Grahame House, and we ended the year with a spectacular Christmas event featuring a Beauty and the Beast pantomime and a visit from Father Christmas and our favourite Elf on the Shelf. The team also supported Safeguarding Week with fun activities like baking and poster-making and wore green in November to raise awareness.
A resident, LV, who had lived at home for many years, was nervous when he moved into one of our supported living homes. With our staff's support, he has grown more confident and recently had successful cataract surgery. LV now enjoys swimming, theatre shows, and socialising with residents from our other services.
We were honoured to receive the highly commended award in the empowering workforce category at the Essex Care Awards. This award recognises the incredible hard work and dedication of the team in delivering exceptional care.
We received some wonderful compliments from our customers this year:
“I wouldn’t have come this far without the Tenancy Coach’s help
- really grateful.”
“The Axis operative who attended today provided a second to none, professional, extremely polite and conscientious service.”
“Thank you to the Income Officer - at one point I really didn’t think I would be able to get my arrears down as much as I have, and because of their support I can finally start seeing the end of what felt like a major burden.”
“I want to say what a great job the Customer Ambassadors do and how friendly they all are.”
“I just wanted to say how grateful my wife and I are. We have been private renting for 20 years, but been with Estuary now for three years and we are very happy - it’s perfect for us.”
“The cleaner smashed it today - their cleaning is superb!”
“I would like to thank the Allocations Team for their help, support, guidance and understanding. You have all been professional, yet friendly at all stages.”
We’re dedicated to building strong, thriving communities where everyone feels safe and respected. Your feedback is essential to this mission, and we’re proud of the progress we’ve made this year.
We know that tackling ASB is a key part of creating a safe environment for you. We’re pleased to report that our work in this area is paying off.
* These figures relate to General Needs customers only.
One of our Housing Officers worked with a local PCSO to tackle ASB at a block of flats. We held drop-in meetings for residents, provided police with access to all communal areas, and installed new locks on the bin sheds to prevent unauthorised access. As a result, residents have noticed a large reduction in ASB.
We continue to have regular meetings with residents to discuss any issues that arise. To report ASB, download the free and easy-to-use Remote Reporting App from the app store (Apple) or Google Play (Android). This allows you to send attachments, such as sound recordings, photos, videos and files. If you don’t have a smartphone, you can call us on 0300 304 5000, or email info@estuary.co.uk.
You said: We needed to be clearer on what ASB is and how we manage it.
We did: We created videos and social media posts to explain what ASB is and what actions we take. We also launched a summer social media campaign focused on ASB. Our new Anti-Social Behaviour Standard outlines how we will act quickly, ask for evidence, take action, and monitor outcomes.
We’re committed to keeping your communities clean and well-maintained.
This year, we carried out 17 community projects aimed at improving the environment around our customers’ homes, including refreshing tired play areas, improving landscaping, and enhancing the overall feeling of safety.
We’re proud of the partnerships we’ve built to make our communities even better. Our teams, along with our Resident Voice and Influence Panel and our partners from Axis, have taken part in events like the Great British Spring Clean, collecting a fantastic 43 bags of rubbish!
In March, our RVIP concluded their review of fly-tipping, and their recommendations have laid the foundation for tackling fly-tipping going forward. Our approach had been co-designed with the RVIP and focuses on education, improved signage, and enforcement. The RVIP presented their final recommendations based on the pilot’s outcomes in February 2025.
Outdoor areas are important to our customers and can contribute to their wellbeing. During a recent clean-up project, our team safely rehoused a family of hedgehogs caught in some litter. We also refreshed the area with new soil and grass seed. We worked with customers to brighten up the play area at Britannia Court, which had become tired over time. It has now been refreshed and is awaiting the installation of new play bark.
The Estuary in Bloom competition is an annual event designed to encourage all our customers to take pride in their outdoor spaces and help brighten our communities. Every year, it shows the incredible creativity and passion our residents bring to their gardens, balconies, and communal areas.
We would like to extend a huge thank you to everyone who participated in the competition.
Your efforts make our communities a more beautiful and pleasant place to live!
We know that a healthy and happy team provides better service for our customers.
This year, we invested over £98,000 in non-mandatory training and provided three apprenticeships to make sure our people have the skills to provide you with the best service. This investment in our staff also helps us to hire local people, many of whom are also our customers, so we can reinvest and develop where we can.
To support our team, we pay for all permanent staff to have access to Simply Health. We also encourage our people to give back to the community by giving them a day of paid leave to volunteer. This year, our people recorded 11.5 volunteer days on our system.
We continue our commitment to supporting mental health and wellbeing, and throughout 2024/25 we strengthened our Mental Health First Aider (MHFA) forum and increased the amount of staff trained to support our teams.
We also engaged with agencies such as Andy’s Man Club to deliver training to all staff to discuss important topics such as depression and suicide with great feedback from our teams.
We’re committed to making Estuary a more inclusive place to work and making sure our workforce reflects the diversity of our customers. We have worked to promote diversity in our recruitment process by introducing anonymous shortlisting and improving our reporting on candidate diversity. Our support for Southend Pride goes well beyond the month of June, as a corporate sponsor and through attendance at events like Southend Winter Pride in February 2024.
Following a special event designed to raise disability awareness among our staff, we are now working on practical improvements based on valuable feedback. These actions include:
We’ve achieved the Inclusive Employers Bronze Award and are a proud member of Wellbeing of Women, a renowned charity committed to improving the health and wellbeing of women, girls and babies.
Our recent Recruitment and EDI Report for 2024/25 provides a detailed look at our data and what we are doing to build a truly inclusive organisation.
We voluntarily report on our pay gaps as part of our commitment to transparency. Our mean gender pay gap is 18.3%, and our median gender pay gap is 17.4%. We know this is an increase on last year, mainly due to new hires in specialist, higher-paid roles.
As our care staff are paid the Real Living Wage this contributes directly to the gap as other frontline and corporate staff are paid higher due to job benchmarking. The Care and Support sector is nationally recognised as having a predominantly female workforce, and at Estuary, 80% of our Care and Support staff are female, which is consistent with this national picture.
While there is a smaller pay gap between men and women within our Global Majority (non-White) employees, we know there is still work to do. As a result, we continue to monitor our race pay gap, and our data shows a significant gap between White and Global Majority employees, with a 34% gap for female employees and a 41.5% gap for male employees.
We are committed to closing these gaps by:
We’re actively addressing these findings through our Equality, Diversity, and Inclusion (EDI) Action Plan and by providing mandatory training for all staff. We’re committed to making sure that everyone is paid fairly and has an equal opportunity to succeed at Estuary.
To ensure effective governance, we have an Audit and Risk Committee that regularly reviews our internal controls.
Our Board of Management consists of nine non-executive members and two executive members. They represent our communities and possess the necessary skills to lead Estuary. To ensure effective governance, we have an Audit and Risk Committee that regularly reviews our internal controls.
Name |
Title |
Joined |
Committees |
| Ian Green OBE | Chair of the Board | June 2022 Chair from September 2022 |
Chair of the Board of Management, Member of Governance and Remuneration Committee, Director of Accession Homes Ltd. |
| Marie Li Mow Ching | Senior Independent Director (SID) | September 2023 | Member of the Board of Management, Chair of Governance and Remuneration Committee, Member of Audit and Risk Committee. |
| Patrick Symington | Board Member | September 2021 | Member of the Board of Management, Chair of Audit and Risk Committee, Member of Governance and Remuneration Committee, Director of Estuary Homes Design Ltd. |
| Carol Williams | Board Member | September 2021 | Member of the Board of Management, Chair of Customer Experience Committee, Member of Governance and Remuneration Committee, Member Responsible for Complaints. |
| Jacqueline Adusei | Board Member | September 2021 Board in December 2023 |
Member of the Board of Management, Member of Customer Experience Committee, Board Equality, Diversity and Inclusion Champion. |
| Carli Harper-Penman | Board Member | December 2023 | Member of the Board of Management, Member of Customer Experience Committee, Board Safeguarding Champion. |
| Suzanne Horsley | Board Member | September 2021 Board in December 2023 |
Member of the Board of Management, Member of Customer Experience Committee. |
| Julie Parker | Board Member | September 2023 | Member of the Board of Management, Member of Audit and Risk Committee. |
| Simone Russell | Board Member | December 2018 | Member of the Board of Management, Member of Audit and Risk Committee. |
| Ian Martin | Chief Executive | November 2012 Board in June 2019 |
Member of the Board of Management, Director of Accession Homes Ltd, Director of Estuary Homes Design Ltd. |
| Michael Hadjimichael | Chief Financial Officer | July 2018 Board in March 2020 |
Member of the Board of Management, Director of Accession Homes Ltd, Director of Estuary Homes Design Ltd. |
As a not-for-profit housing association, we want to make sure every pound we collect is spent on providing homes you can be proud of and building strong communities.
This document summarises the key information from our financial report. For a more detailed breakdown of our finances, please see the full Financial Statement.
Where money came from:
Where we spent it:
We believe our approach demonstrates strong financial management and a commitment to reinvesting every pound back into our services and your homes. We are pleased to report a surplus for the year of £4.2m, which is a significant increase from last year and shows our financial stability. A surplus means that the money we received was more than our running costs, allowing us to reinvest every pound back into our services and your homes.
This year, we made several key financial decisions that have improved our long-term stability and increased our ability to invest in your homes. We believe it's important to be transparent about these one-off activities.
To secure our financial future, we made some changes to our loans. This proactive approach has resulted in:
We are committed to putting your money back into the services and homes you rely on. Here are some of the ways we've done this:
Our board has three main priorities for the future: Customer Focus, Local Impact, and Quality Homes. These priorities are directly aligned with our commitment to meeting the Regulator of Social Housing’s economic and consumer standards. We are confident that our new corporate strategy will ensure we continue to be a well-managed and financially viable organisation, while putting the safety and satisfaction of our tenants at the heart of everything we do.
Following a recent debt restructure, we plan to significantly increase our investment in our homes. We have a target of spending £7 million on improvements in the next year.
We have begun formal discussions with another housing association, CHP, to potentially merge. This would allow us to increase our investment in homes and improve our customer service. You can find out more about the potential merger, along with FAQs on our Merger Consultation page.
Your involvement and feedback are vital to everything we do. As you’ve seen in this report, the dedication of our customers and the Resident Voice and Influence Panel (RVIP) is what truly drives Estuary forward, from shaping our new strategy to making our repairs service better. We really appreciate your time and effort and look forward to continuing to work together to build safe, high-quality homes and strong, thriving communities.
We welcome your questions, feedback, and ideas. Getting in touch is easy:
Call us on 0300 304 5000
Send us a message at info@estuary.co.uk
Visit estuary.co.uk to manage your rent, report repairs, and update your details—anytime!
To join in on events and have your say, email us at involvement@estuary.co.uk
Follow us on Facebook for news and updates: facebook.com/estuaryha
If you would like this report in an alternative format (such as large print, Braille, or a different language), or would like a printed version, please do let us know by getting in touch using the phone or email above. We're here to help!