News

Flagship Group has announced a successful year marked by significant growth, substantial investments in homes, and a continued commitment to delivering outstanding customer service.

For the financial year ending 31 March 2024, Flagship Group outlines a range of achievements that align with its purpose of providing homes and creating sustainable communities.

Key Highlights:

• Increased Housing Stock: Over the past year, Flagship Group added 688 affordable homes to provide more housing options for local communities.
• Enhanced Customer Satisfaction: The Group achieved a Tenant Satisfaction Measure (TSM) score of 71.9% for its rented homes, reflecting its ongoing commitment to improving the services provided to customers.
• Strong Financial Performance: The Group’s operating surplus grew to £90.1 million, which will enable continued reinvestment in current homes and the construction of new ones.
• Environmental Commitment: 62% of Flagship Group’s homes are now rated EPC-C or above, progressing towards the target of all homes reaching this standard by 2030.
• Investing in Communities: The Group invested over £95 million in existing properties, including more than £50 million in capital improvements, ensuring its homes remain safe, modern, and environmentally sustainable for tenants.

Peter Hawes, Chair of Flagship Group, commented on the year’s success:

"This year’s achievements wouldn’t have been possible without the commitment and dedication of our staff and Board members. Their passion, creativity, and tireless efforts have been instrumental in driving Flagship forward.

"We have not only achieved excellent performance that directly benefits our customers but also tackled the challenges we face, particularly in providing repairs quickly and effectively. We recognise that our customers deserve the best service, and we are committed to addressing these issues head-on. By focusing on reducing outstanding repairs and investing in our core teams, we are determined to provide a faster, more reliable repairs service for all our customers.

"Additionally, we remain focused on listening to our customers and responding to their needs, whether that’s through improving the quality of our existing homes, building more affordable housing, or innovating in how we deliver our services. We are committed to ensuring that every customer feels heard, valued, and well-supported, and we look forward to another year of progress toward solving the housing crisis."

Flagship continues to strengthen its commitment to understanding and addressing its customers' concerns, anticipating their needs, and continuously improving based on their input. This year, the Group continued to develop its “Tenant Voice Framework, "The INfluencer Network," which provides opportunities for customers to directly influence services. With 56 influencers participating in various scrutiny events and new digital engagement initiatives, Flagship Group is building stronger, more responsive relationships with its communities.

Peter Hawes, chairman of Flagship Group