Customer Annual Report 2024-25

Welcome 

2024 was a landmark year for Sage customers. After years of planning, we set up our own housing management team to serve you direct. Seven years in, and with 19,000 high quality, energy efficient, affordable homes under management, the time has come for to deliver your services ourselves. 

What does this mean for you? It means we're closer to you than ever, understanding your needs and giving you the service you deserve. Our people are passionate about using your feedback to improve the quality of your services.

And we’re listening. Whether it’s you talking to us when we visit, answering our surveys or joining our programme of Insight Groups, we hear every bit of your feedback. Our Customer Scrutiny Panel, made up of customers just like you, also helps direct us on our journey to become one of the country’s best affordable housing providers.

This has led to major improvements. We’ve used your feedback to make changes and improvements to My Sage Home, your online customer account. Thousands of you are now using this service to sort out your issues at a time that suits you. We’ve improved lots more this year – which you can read about in this report, from making our website more accessible to dealing with nuisance more effectively.

But we’re not stopping there. The service we deliver needs to match our behaviours: respectful, responsive and responsible. We want to continue talking to you, getting your opinion on what we can improve to make your life better. Watch out for more opportunities for face-to- face visits and virtual drop-in sessions, making sure you have every opportunity to share what life is like as a Sage customer. We can’t wait to hear from you.

Cedi Frederick
Chair of the Customer Scrutiny Panel and Independent Non-Executive Director of Sage Homes Board