Customer Annual Report 2025/26

Our Customer Annual Report 2025/26 is an update on our performance for customers.

Foreword by Niall Clark, Managing Director

Our customers are at the heart of everything we do

This was evidenced when the Regulator of Social Housing (RSH) awarded North East Derbyshire District Council, and therefore Rykneld as its housing provider, the highest possible grade for consumer standards (C1).

The inspection team recognised that we meet all regulatory requirements for keeping tenants safe, handling complaints promptly and maintaining accurate housing records.

We are proud of this grading, but the hard work does not stop here.

We will continue to work closely with our customers and to amplify their voices because we value the role customers play in shaping our services and the way we deliver them.

It has been a year of change for Rykneld Homes. I was appointed Managing Director in October, we introduced a new senior leadership structure, and we welcomed our new Chair of the Board, Mark Jones.

Although I was not new to Rykneld Homes, becoming Managing Director has made me look at the organisation through a different lens.

One thing has stood out consistently: the commitment and dedication of my colleagues to our customers.

Providing well maintained homes and supporting the communities we work in drives us every day. This is reflected in the way we work and in every interaction we have with our customers.

I am pleased to share our latest Tenant Satisfaction Measures as part of this annual report. Our overall customer satisfaction score of 86.9% is above the sector average for the services we deliver.

Social housing continues to face significant challenges, with greater regulation, rising customer expectations and the increased cost of delivering high quality services.

Rykneld Homes is meeting the challenge and I'm delighted with the feedback from you, our customers through the tenant satisfaction measures and the judgement of the RSH.

This feedback tells me that the amazing work of the Rykneld team, in providing good quality homes, looking after our customers and the communities where they live, is delivering.

We are investing in the future with new technology in the form of solar panels, heat pumps and supporting systems to enable customers to manage the cost of keeping their homes as low as possible.

We are building new homes. We are providing work experience and supporting staff with training. We are delivering a wide range of community activities.

I'm proud of what we have achieved in the last 12 months and look 
forward to embracing the challenges and opportunities that the coming 
year will bring.