05/11/2025
We’ve published our Customer Annual Report for 2024-25
Every year, we compile some of our highlights from the previous 12 months and share it in a report for our customers. This year is our first edition as Bromford Flagship, following the merger in February 2025.
The facts and figures for Flagship are combined totals from Newtide, Samphire and Victory, painting a full picture of the service we offer to our customers across East Anglia.
Repairs
A good, reliable repairs service is an essential part of what we provide to our customers. And, as part of that, there are things we do well and things we know we need to do better. In the report, we look at:
• Overall repairs performance
• Your feedback
• Major repairs (sometimes called Capital Works)
• Energy efficient installations
And it’s not just the physical work, either. It’s planning appointments, coordinating contractors, ordering parts, arranging resources, timely communication, all while making sure we do right by you. We appreciate it’s frustrating when things don’t go to plan, we recognise that, and we’re setting ambitious improvement targets for next year.
Community
As a combined organisation, we manage over 80,000 homes. Our new operating area spans the breadth of the country, from North Somerset in the west all the way to the most easterly point in Lowestoft. But none of that matters if we can’t provide you with a prompt and personal service in your local area, delivered by people who understand what matters to you and your communities.
The report spotlights key figures, including:
• Households welcomed
• New homes delivered
• Neighbourhoods highlights
• Anti-social behaviour and safeguarding
Your involvement
Making a difference doesn’t have to be a big time commitment. There are lots of ways to get involved, whether it’s something quick and easy online, a chat over the phone, or joining face-to-face meetings with our team and other customers. However much time you have, your voice matters, and every bit of input helps shape the services we provide.
At Flagship, we took more than 200,000 phone calls between April 2024-March 2025, as well as 95,000+ digital enquiries!
In the report, we also cover:
• Complaints
• Tenant Satisfaction Measures
• Responding to diverse needs
• Customer engagement and scrutiny
Let us know what you think
Hopefully, what you see in this year’s report reflects the shared ambition that brought Bromford and Flagship together: to help customers thrive in homes they’re proud of, in communities where they feel safe and supported. If you have any questions or would like to know more about any of the facts and figures, don’t hesitate to get in touch.