Customer Annual Report for 2025-26

Welcome 

This year, Sage Homes continued to focus on improving customer satisfaction for our shared ownership customers. We listened to your feedback, and we worked with you to put in place major improvements in how we deliver our services.

Throughout this report, you’ll learn more about these improvements, including the introduction of Key Customer Information to help us respond to individual needs, enhancements to your online account, My Sage Home, so you can quickly access your managing agent details, and how tailored communications are making it easier to understand information about your home.

We expanded our Customer Care Centre in Northampton and our teams in the field to better support you. We also made changes to give you more choice and control about how we communicate with you, and changes to make sure our communications are clear and easy to understand.

We’re rightly proud of these improvements but we aren’t complacent. We know that sustaining and improving our performance needs an ongoing commitment.

That’s why we welcome working with customers through our Customer Scrutiny Panel. The panel continues its important work as our ‘critical friend’ leading Insight Groups, which help us hear directly from you. This year we welcomed two new customers as panel members who bring fresh perspectives and new experience.

I’d also like to recognise Julia Porter, a Sage Board member since September 2024, who became Chair of the Customer Scrutiny Panel (CSP) in September 2025. As a strong champion of the customer voice, I’m really pleased to be working alongside Julia to further strengthen how customer insight shapes our services.

By listening to your experiences and acting on your feedback, I look forward to seeing further improvements in our performance in the year ahead.

One thing you can be confident of is that our behaviours of being responsive, respectful and responsible will continue to guide everything we do. These behaviours underpin how we engage with customers, respond to concerns and take ownership of the things that matter most to you and your home.

Finally, thank you to all customers who have taken the time to give us feedback by filling in surveys, taking part in Insight Groups or being part of the Customer Scrutiny Panel (CSP).

Cedi Frederick
Chair of the Customer and Assets Committee