Homes that people are proud to live in
This year, we’ve continued listening closely to what matters most to our Customers. Between April 2024 and March 2025, more than 1,024 Customers shared their views in monthly satisfaction surveys.
Each completed survey gave us a window into your experience of our services and everyday life in our Customers’ homes — and your feedback shows that overall satisfaction has risen by 2 percentage points compared with last year.
That might sound like a small increase, but to us it reflects that the changes we’ve been making are beginning to make a real difference, especially against a backdrop of cost-of-living challenges. We benchmark ourselves against our local peers using Housemark data, and in 2024/25 achieved 64% satisfaction compared with the London average of 61%.
This year our key focus was on:
• Working with our contractors to reduce the amount of overdue work, this includes our specialist contractors along with our main repairs team, Gilmartins. In addition, where repairs are taking longer than they should we’ve focussed on improving our communication with Customers.
• Enhancing our management of damp and mould and preparedness for Awaab’s Law.
• Delivering our planned investment programme to continue to improve our Customers’ homes.
We have continued to spend more time out and about in our neighbourhoods, holding walkabouts so that local issues can be raised and addressed directly. In Camden and Enfield, our security patrols have been maintained to help tackle anti-social behaviour and provide added reassurance to Customers.
New entry doors improve security
Thanks to your feedback safety at home was a top priority this year. In 2024/25, we replaced 22 entrance doors with modern, secure versions. Immediately, Customers noticed a difference. One shared: “I don’t see strangers in the hallway anymore — I feel much more at ease.” Anti-social behaviour reports have already dropped, showing how a simple improvement can make life better for everyone.
Read the full article: https://www.originhousing.org.uk/media-hub/new-front-doors-improve-security
Improving our communal spaces
We’ve recently worked with our Grounds Maintenance partner, John O’Connor, to improve a part of our St Anne's estate. There was an unused area that had become a hotspot for fly-tipping over the years.
After chatting with interested residents and our Neighbourhoods team, we decided to turn the area into a lovely garden. The goal was to create a space that everyone can enjoy, and that local residents—especially families with young children—can get involved with, whether it’s planting or helping to maintain it in the future. You can find out more about the space here: St Anne's flats gets a new garden space - Origin Housing
Case study: Pennethorne House refurbishment
The refurbishment of Pennethorne House made a huge difference for 33 retirement Customers. New kitchens, bathrooms and communal facilities gave the scheme a fresh start. One Customer said: “The refurbished kitchens and bathrooms have transformed our homes.” The upgrades not only improved comfort but also made the building safer and more accessible. Read the full article: https://www.originhousing.org.uk/media-hub/pennethorne-house-refurbishment/
