Customer Annual Report 2026 published

We've published our latest Customer Annual Report, giving customers a clear overview of how we're performing, where we're investing and the difference we're making in homes and communities.

The report is the first to be published following the creation of Bromford Flagship LiveWest (BFL) and highlights the work carried out to improve services, invest in homes and strengthen customer involvement. It also shows how customer feedback is helping to shape the way we work and the services we provide.

You may have noticed the Bromford Flagship LiveWest (BFL) name and branding appearing on some of our reports, letters and online information recently.

Earlier this year, LiveWest joined together with Bromford and Flagship to create Bromford Flagship LiveWest (BFL), bringing together our experience and resources to support even more customers and communities.

While you'll see the BFL branding throughout this report and in some future communications, Bromford is still your landlord. The homes, communities and local services you know remain the same, and we're continuing to focus on providing safe, affordable homes and great services for our customers. This report shows some of the ways we're investing in homes, listening to feedback and helping people thrive.

Investing in homes and repairs

Over the past year Bromford Flagship LiveWest (BFL) completed 400,000 repairs and refurbished 6,195 empty homes, with 88.1% of repairs completed within target timescales. The report also highlights the work carried out to support customers with disabilities, with 5,887 adaptations completed to help customers live safely and independently in their homes.

We invested £161 million in our homes and a further £24.2 million in energy efficiency improvements. This included installing new windows and doors, improving more than 3,000 kitchens and 2,100 bathrooms, and delivering energy retrofit measures to 1,192 homes.

Keeping customers safe

Safety remains a key priority. The report confirms that 99.9% of gas and asbestos safety checks were completed, alongside 100% compliance for fire, legionella and communal lift safety checks.

The report also outlines preparations for Awaab's Law and the steps being taken to respond more quickly to damp, mould and other serious hazards in customers' homes.

Listening and learning from feedback

Customer feedback continues to play a vital role in improving services. Last year, 7,965 complaints were received across BFL, with 89.9% of stage one complaints and 91.1% of stage two complaints responded to on time.

Improvements made as a result of feedback include clearer communications, enhanced repairs planning, improved complaint handling and the launch of a new complaints and compliments policy. The report also highlights the introduction of Customer Voice, providing more opportunities for customers to share their views and influence decisions.

Supporting communities to thrive

The report demonstrates the impact of community investment, with contractor partnerships generating £7.2 million in social value. This has helped support projects ranging from community activities and green spaces to youth initiatives and practical support for customers.

Providing support when it matters most

The report highlights the range of support available to customers experiencing financial hardship or other challenges.

Over the past year Bromford Flagship LiveWest:

• provided £721,000 through grants and emergency funding
• helped customers increase their income by £842,567 through benefits, grants and financial support
• helped 111 charitable and community organisations receive training, advice and support
• supported 227 community projects

Key statistics at a glance for Bromford Flagship LiveWest:

• 84.3% overall customer satisfaction
• 400,000 repairs completed
• 88.1% of repairs completed within target timescales
• £161 million invested in homes 
• £24.2 million invested in energy efficiency
• 99.9% gas and asbestos safety compliance
• £7.2 million generated in social value
• £721,000 provided in grants and emergency funding

The Customer Annual Report demonstrates the progress being made across our homes, services and communities, while reinforcing our commitment to listening to customers and helping people thrive. As we continue to build on these foundations, customer feedback will remain at the heart of how we shape future services and investment.