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Karbon’s Customer Annual Report for 2019-2020 is now live!

Karbon’s Customer Annual Report for 2019-2020 is now live!

It has been another busy year for Karbon and our latest Customer Annual Report report, which covers the financial year running from April 2019 to April 2020 is here to keep you up-to-date on how we’re doing as an organisation.

It will also help you understand how well we are delivering our service to our customers and highlights how we’re performing against the standards that are set by the Regulator of Social Housing.

This report is for our customers and it is important to us that it contains clear information that is relevant to you.

The feedback we received on our last annual report told us that you wanted an easy to understand, open and transparent report. As well as the facts and figures, you wanted to see more of what Karbon has accomplished over the past 12 months through case studies and updates

We hope you agree that this year's report reflects this feedback and you find it useful.

As always we would welcome any comments. To let us know your thoughts, you can contact us by email,, through Facebook, @karbonhomes or by calling 0808 164 0111


New for 2019-2020

In the new year we ran a number of focus groups with our involved residents. We asked them to make suggestions on what elements of Karbon’s service they’d like to see us measure and report on on a more regular basis, to show we are meeting the four regulatory standards that the report covers. 

Following the group work, we agreed on a set of Customer Service Standards which going forward we will report on and publish on
our website regularly throughout each year.


Get involved through Connect With Karbon

Just like the Customer Service Standards focus groups, we have a calendar of projects that we invite customers to help us with throughout the year. 

We’re always looking for residents, of all ages and from all walks of life, to get involved with the things we do and have their say on how we operate. We want to make sure that your thoughts and opinions are considered on topics that affect you.

If you’re interested in finding out more about how you can help us shape our services and products in the future, please get in touch with our customer engagement team

Email, or call 0808 164 0111 and ask to speak to one of our engagement coordinators.

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9 October 2020

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