At Freebridge, our focus is simple: providing safe, good quality homes and services that people can rely on.

In recent years we have refocused on the fundamentals: listening harder, rebuilding trust, and improving what matters most. That work gives us a stronger platform for what comes next.

This strategy is about where Freebridge is heading over the next five years. It sets out how we’ll keep getting the basics right – safe, good quality homes, strong communities, and a business that can weather whatever the economy throws at us. It’s written for our customers first, and for the partners and funders

So, what are we focusing on?

Our four clear priorities:

• A reliable customer experience – services that work first time, homes that are safe and well looked after, and communication that’s straightforward and honest.

• Growth – putting money back into the homes we already have andbuilding new affordable homes where they’re needed most.

• A great place to work – a skilled, supported team who feel proud of the difference they make and ready for what’s ahead.

• Value for money – spending wisely, using good data, and making sure Freebridge stays strong for the long term.

You can read our full strategy here.

You can see how we're performing here.

Please see our combined Annual Report for tenants and our Financial Statement for 2024 - 2025 here.

Please see our Annual Report to tenants for 2023 - 2024 here.

Please see our Annual Report to tenants for 2022 - 2023 here.

For details of our Housing Ombudsman complaints handling code self-assessment please click here.

Our customers are at the heart of all that we do, and our Building Better Futures strategy demonstrates our wider commitment to both our customers and communities over the next five years.

This Charter is our ‘Customer Plan’ to deliver excellent customer service and has been shaped using feedback from over 1,000 of our customers. It connects our strategy with how we intend to deliver services day to day, to achieve excellent customer service and provide quality, safe and secure homes and communities that our customers are proud to live in.

You spoke. We listened. Here’s what changed.

We gather your feedback in lots of different ways, including through surveys, complaints, community visits and our Customer Insight Panel.

This year, more than ever, your voice has driven the decisions we’ve made. You can read the full report on how our customers have impacted our services at Freebridge here, or you can read more about it on our You Said, We Did page.