Customer Annual Report 2024-25

Welcome 

2024 was a landmark year for all Sage customers. After a great deal of planning and investment, Sage expanded its housing management teams to ensure we can deliver enhanced services to all of our customers. It was also the year in which we saw the UK’s largest pension fund, the Universities Superannuation Scheme (USS), invest in a large portfolio of Sage shared ownership homes.

This has meant that there has been more focus on how we serve our shared ownership customers than ever before, but we know from the information in this report, there is more work to do. 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