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Tenant Annual Report 2026

Welcome from Harriet Bosnell, Cornerstone CEO

I’m pleased to welcome you to our Annual Report for 2025/26.

Over the last year, we have listened to your feedback and worked closely with residents to help shape our services, communities and future plans. Your views have influenced everything from how we communicate and involve residents, to improvements in neighbourhoods and the homes we provide. We continue to care about the things that matter most to you, and to listen and act on the feedback you share.

I’d like to thank everyone who welcomed us into their homes as part of our stock condition survey programme. These surveys are helping us build a better picture of our homes, giving us better information so we can plan improvements, spend the money where it matters most and make better decisions in partnership with residents now and in the future.

This was the first full year of delivering The Big Plan, our strategy for 2025 to 2030. We are committed to improving your homes and neighbourhoods and are delivering on our ambition to provide more affordable homes for people who need them. With the cost of living and energy prices continuing to affect us all, we have been working to make our homes more energy efficient and affordable to run.

Alongside investing in homes, we’ve invested in our communities. Working with residents and partners, we created new community growing spaces, including edible gardens, helping to bring people together while improving local environments. Our Board and Resident Engagement Panel have spent time in Cornerstone Communities understanding what we do well and what we need to do better.

Your views count if you’d like to get involved. There are a number of ways you can do this on page 23 and 24 of this report.

This report shares what we’ve achieved together over the last year, where we’re improving, and our priorities for the future. Thank you for your support, feedback and involvement over the last year.

Harriet Bosnell
Chief Executive, Cornerstone Housing

Download the full report (PDF)

Summary of resident engagement in 2025/2026

  • 8

    8

    Events held or attended

  • 9

    9

    Neighbourhoods visited by the Board and Resident Engagement Panel

  • 13

    13

    Policies reviewed by the Resident Engagement Panel

  • 9

    9

    Staff volunteered at events

  • 10

    10

    Gardening competition entries

  • 12

    12

    Resident Engagement Panel meetings held

  • 135

    135

    Complaints received

  • 4

    4

    Community Day partners attended

  • 446

    446

    Resident satisfaction surveys received

Our Customer and Communities Strategy continued to shape our work throughout the year, helping us strengthen partnerships, support residents to sustain their tenancies, listen to feedback and build stronger communities.

About this report

This annual report is designed to give a clear and honest picture of how we are performing. It highlights what we’ve achieved over the past year, how we’ve used our resources and what we’re doing to improve the services we provide.

We believe in being open and transparent with our customers. That means sharing not just our successes but also the areas where we know we can do better. By reporting on things like customer satisfaction, value for money and service performance, we aim to build trust and show that we’re listening and learning.

How you can give feedback

We want this report to be useful and meaningful to you. If you have any thoughts about what’s included, or what you’d like to see in future reports, we’d love to hear from you.

You can share your feedback by:

  • Calling us on 01392 273462
  • Emailing us at mail@cornerstonehousing.net
  • Filling in a short form on our website: Contact us
  • Writing to us: Cornerstone House, Western Way, Exeter, EX1 1AL
  • Getting involved through our Resident Engagement Panel