Local affordable homes

Customer annual report

This month, we published our customer annual report for 2024-25. You can find out how we have invested in our homes, supported our customers, shaped our communities, developed our people and provided value for money over 12 months. You'll find a collection of case studies and customer testimonials, as well as highlights of progress we have made across the business.

We want to be sure that we’re sharing information in our annual report that interests you. Please take a few minutes to complete our short survey by clicking the button below. In doing so, you will help shape the content of our next report, and can share your preferences on the way you receive future reports.

We're ready for Awaab's Law

From 27 October, Awaab’s Law comes into effect. This new law sets out strict timescales for how quickly social landlords must respond to emergency repairs and significant damp and mould.

It was introduced after the tragic death of two-year-old Awaab Ishak in 2020, who died because of long-term exposure to black mould in his home in Manchester. This new law aims to make sure situations like this never happen again in social housing. 

At Selwood Housing, we have always taken damp, mould and other hazards seriously and acted quickly to put them right. Our emergency repairs service already exceeds the new legal requirements and we are committed to continuing this fast, reliable service. 

We welcome Awaab’s Law because it sets clear rules for all social landlords and will help ensure customers everywhere get a fast and consistent response. We’ve been working hard to improve our systems and train our teams to make sure we can continue to tackle issues quickly and safely in line with the new legal timescales.

If you have any concerns about damp and mould in your home, please get in touch. More information about Awaab's Law will be available on our website from the 27 October. 

Preventing damp and mould

Damp and mould can happen in any home, no matter the type of property and who owns it. It’s something that many households face as it’s often caused by everyday things we all do like cooking, showering or drying clothes indoors. However, it can also be caused by problems with the building such as poor insulation, damaged roof tiles, leaking pipes or blocked gutters.

There are some simple steps you can take to reduce the chances of damp and mould developing such as:  

• keeping the bathroom door shut and the extractor fan on while showering 

• drying clothes outside if the weather allows or in the kitchen or bathroom with the extractor fan on 

• keeping the kitchen door shut and extractor fan on when cooking and keeping lids on pans 

• keeping your home at a consistent temperature  

• ensuring air bricks, flues and air vents are uncovered.  

Find out more about how to prevent damp and mould on our website.

Report a damp and mould issue to us online or by calling 01225 715 715.

Learning from complaints

When we receive complaints, we see this as an opportunity to learn and improve the services we provide for all our customers. We have now published our annual complaints report for 2024/25. This looks at what we have learned, any complaints trends within the housing sector plus an analysis of how we managed customer complaints.

During the year, we were pleased to see complaints decrease by 3% and customer satisfaction with our approach to handling complaints increase by 9%. 

As a direct result of learning from complaints, we implemented or scheduled for delivery ten service improvements including:

• Strengthened advice for new tenants by improving the Home User Guide, discussed during tenancy start appointments.
• Improved grounds maintenance service with regular website updates to keep grass cutting schedules accurate. Additional investment improved performance with 100% of grass cuts completed for several months.
• Joined two caretaking teams into one unified service to improve efficiency and consistency.
• Repairs service text message notifications expanded to include updates on cancellations, delays, contractor referrals, and weather-related disruption.

Our complaints process follows the Housing Ombudsman’s complaint handling code, and our 2025 self-assessment shows how well we are meeting its requirements.

Find out more about the complaints process on our website or email complaints@selwoodhousing.com.

How we're doing: latest customer survey results

Listening to our customers is an essential part of improving and delivering our services. We ask for your feedback in several ways.  

When you receive a repair or other service from us, our Rant & Rave SMS survey is sent to you automatically. This has two quick questions: a satisfaction score and the reason why you gave the score, in your own words.  

Your response helps us understand how we’re doing and areas where we could improve. From July through to September this year, we received a huge 1366 items of feedback, which was 91.65% positive. July was the highest scoring month in 2025, with an overall satisfaction score of 4.72 / 5.00. One customer said, "the operatives were very courteous and explained what they were doing and why. They cleaned up afterwards and asked me to check that I was happy with their work."

We also run quarterly customer perception surveys by phone to understand what customers think of our homes and services. In our last survey, 88% of customers said they were satisfied that we provided a well-maintained home and 89% were satisfied their home was safe.  

Customers were less satisfied with how we deal with antisocial behaviour (65%) and our handling of complaints (47%). Both are areas that are often difficult to resolve to everyone’s satisfaction, but survey feedback helps us identify where we can make improvements.

Next survey dates 

If you’ve given us feedback via Rant & Rave or a phone survey, thank you! Your participation is hugely valued.  

Our next quarterly survey begins in late November/early December and is carried out by market research company Acuity on our behalf. If you are one of the customers contacted to take part, we’d really appreciate your honest feedback. 

What number to look out for? 

If you receive a call from Acuity, the number displayed will be 01225 535021. 

When might I be called?  

Acuity make calls between 9am and 8pm, Monday to Friday, and between 10am and 6pm on Saturday.

If you have any questions about these surveys, please contact Sarah Bridges on 01225 715614.

New homes at Jubilee Gardens, Warminster

In September and October, we completed fifteen more homes at Jubilee Gardens, Warminster - a mixture of bungalows, two and three-bedroom houses and apartments.

Jubilee Gardens is a major development on the western edge of Warminster for around 1,000 new homes. Persimmon, the main developer of the site, will support the provision of a new primary school, local centre, new sports facilities, allotments, public art and new landscaped open spaces. 

Having already delivered 43 new affordable homes in the first phase, we are working towards another 55 homes during this second phase (2026-2027), of which 23 homes are for shared ownership.

With shared ownership you can buy a share of a home and pay a low rent on the rest. This gives you a great alternative to renting if you can’t afford to buy a home outright. More information on shared ownership can be found on the government website. 

MySelwoodHousing availability 

We’re making some upgrades to our customer portal, MySelwoodHousing. This means that it will be unavailable from 5pm on Thursday 6 November to 9am on Monday 10 November. For any portal account queries during this period, please contact customer support on 01225 715715. For alternative ways to pay your rent, please visit the pay your rent page. Apologies for this inconvenience.

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