Page 9 - 34397.04_Clanmil_Annual_Report_2026

We are very conscious that to do, we are confident that we are moving forward in
delivering for customers and colleagues alike. We were
the rising cost of living also delighted to gain a silver tenant engagement

continues to impact many of accreditation for our work with our customers.
our customers and some are We are very conscious that the rising cost of living
continues to impact many of our customers and some
struggling with the day-to- are struggling with the day-to-day cost of running
a home and raising a family. During the year our
day cost of running a home financial inclusion team helped 1,100 customers by
generating £3.1m in additional income for them.
and raising a family. We also focused on ensuring our colleagues have the

right skills and tools to deliver services to our customers.
In this regard, we commenced the procurement of
to them for their patience and support and to Clanmil a new integrated housing and asset management
colleagues for their efforts to bring about the stability system to drive efficiency and performance
and improvements needed. Looking ahead, we intend improvements throughout Clanmil. We also made
to deliver more of our repairs service through our in- good progress on delivering our digital strategy,
house team in the future. including the replacement of Citrix, internet upgrades
and cyber training for all colleagues. A new internal
We also continued to get to know our customers communications channel, the Clanmil Chat app, was
better. One of the ways in which we do this is through launched in June 2025 connecting colleagues right
a programme of home visits. During the year we across the business to support a one team, customer
visited almost 1,000 customers to hear directly from centric approach.
them how our services meet their needs and how we
can support them to live well, as well as identifying We remain very grateful to our highly motivated and
and actioning any repairs that we had previously engaged colleagues who work tirelessly to deliver
been unaware of. We also completed phase 2 of our homes and services to our customers, and we are
customer resolution centre action plan and are now in committed to understanding what is working well for
the final stages of deploying new technology that will them and what is still needed to make Clanmil an even
provide a 360-degree view of our customers so that we better place to work.
can better tailor services to their needs.

Through the work of our customer council, we carried
out two service improvement panels in the year, one
on communications at our schemes and a second on
our online customer portal. Actions from these reviews
are currently in progress and we are very grateful to our £12.4m 33,325 1,100
customers who gave up their time to work with us and spent on repairs requests customers
help us deliver these welcome improvements. This work repairs and processed helped by
helped drive customer satisfaction levels up by 6% in improvements financial
the year, and while we recognise that there is still more inclusion team

Clanmil Housing | Annual Report and Accounts 2025-26 9