Every year, we publish our Residents’ Report to share an overview of how we’ve invested in our residents’ homes and improved our services by listening to their feedback.
We’re pleased that our overall customer satisfaction with our services is 75%, an increase of 2% from the previous year. We want to ensure that this continues to improve and that’s why we’re focusing on improving our homes, services, and residents’ engagement with us.
Our Chair, Victor da Cunha, and CEO Josie Parsons share their insights and successes from the past year and look ahead to the future of Local Space. In the report, they said:
“This past year has been one of progress and renewal. With our Corporate Strategy 2020-25 coming to an end, we celebrated our achievements and launched our new Corporate Strategy 2025-30: Foundations for Successful Lives. This bold plan aligns with the latest regulatory consumer standards and demonstrates our commitment to enrich the lives of our residents with a revitalised mission: we help solve the homelessness crisis for families by delivering high-quality homes that build foundations for successful lives.”
“Looking back over the past five years, we have made significant progress in achieving our objectives. We’re proud that in 2024-25, we strengthened our residents’ voice as part of our new Customer Services Committee and resident-led panel and group. Ultimately, we helped even more people out of homelessness and into settled accommodation – a place to call ‘home’.”
What does the report cover?
The report covers the period from 1 April 2024 to 31 March 2025 and focuses on:
- Residents’ voice
- Support during challenging times
- Customer services
- Investing in homes
We would like to thank our dedicated staff team and current and outgoing Board members for their hard work and valuable insights. Thanks to our local authority partners, the Greater London Authority, our lenders, and other strategic partners, whose support is vital to our mission. Together, we are supporting our residents and making significant strides in improving our services.