Page 2 - 34294.04 Clanmil Annual Report 2026

WELCOME

We are pleased to introduce your Customer Last year, we were proud to receive silver accreditation
Annual Report for 2025–26. It shares how from Supporting Communities for customer
we have performed over the past year and engagement. We now have a clear plan to work
the progress we have made against our towards the gold award through our new customer
service commitments. strategy, and customers will continue to play an
important role in helping us achieve this.
We recently launched our corporate plan for 2026–31, The Customer Committee will continue to oversee the
Opportunity and Impact, which sets out an ambitious actions we are taking to deliver real improvements in
vision for Clanmil over the next five years. One of the performance, satisfaction and, most importantly, the
most important areas of work is our refreshed customer services you receive.
strategy, which will shape how we deliver an excellent
customer experience. Customers are at the heart of this
work, helping us design services that better meet your
needs and expectations.
This report also includes the results of our annual
satisfaction survey for 2025–26. We are delighted that
overall customer satisfaction increased from 67% to
73%, with improvement across every area we measure.
In particular, we saw encouraging progress in the
timeliness and quality of repairs. While we are proud of
this progress, we know there is still more to do and we Aisling Press Pól Callaghan
remain committed to improving the areas that matter Chair of Customer
most to you. Executive Director
Committee of Customer
Keeping you informed is one of the areas where & Communities
we know we need to do more. Following last year’s
survey, we worked with customers through service
improvement panels to improve communications
at schemes without on-site staff and to review the
customer portal experience. We have also started
an improvement panel focused on communication
about repairs and are planning work on the aids and
adaptations process, which is so important in helping
people remain safe and comfortable in their homes as
their needs change.

2 Clanmil Housing | Customer Annual Report 2025-26