What's next?
This report has shown how inclusion and belonging are being embedded across the organisation, from active allyship and creating safe, open spaces, to service delivery and community engagement. We’ve seen how lived experience is shaping our approach, how data is helping us understand where we are and where we need to go, and how colleagues and customers are working together to build a culture where people feel seen, heard and valued.
We’ve made meaningful progress, but we know inclusion is not a destination; it is a continuous journey. The next 12 months will be about building on what we’ve learned, strengthening what works, and focusing our efforts where they can make the greatest impact. Over the next year, our focus will be on turning insight into action and making sure inclusion is embedded more consistently across our services, homes and workplaces. This will see us focus on where we believe we can make the greatest difference for colleagues, customers and communities.
Improving the quality and use of data and insight
We will continue to strengthen the collection, quality and use of EDI and vulnerability data so we can better understand who our customers and colleagues are, where inequalities may exist and how our decisions are affecting different groups. This will help us move beyond assumptions, target action more effectively and make better informed decisions across services, policy and investment.
Deepening our understanding of vulnerability, homelessness and tenancy sustainment
We know that protected characteristics, vulnerability and life circumstances can intersect in ways that increase the risk of homelessness or make it harder for people to sustain a tenancy. Over the coming year, we will build our evidence base so we can better understand these links, strengthen early intervention and ensure our support is fair, preventative and shaped by need.
Strengthening inclusive culture, leadership and employment practice
Internally, we will continue to strengthen recruitment, development, succession planning, reasonable adjustments and day-to-day workplace practice so that inclusion is reflected throughout the colleague experience. Including increasing learning around neurodiversity by delivering a programme of awareness activities, guidance, and resources.
Embedding accessibility and inclusive design
Accessibility will remain a core priority across our offices, homes, digital platforms, communications and customer touchpoints. This matters because inclusion is not only about intent; it is also about whether people can access services, information and opportunities in practice. By embedding inclusive design more consistently, we can reduce barriers, improve experiences and make it easier for more people to engage with us confidently and independently.
Listening more closely to communities and improving how we respond
We will continue to build stronger relationships with diverse and underrepresented communities, improve the accessibility and relevance of our communications, and use feedback, casework and complaints insight to identify disparities in experience. Alongside this, we will strengthen our partnerships with local authorities, community groups and specialist organisations so that our response is better connected, more informed and more effective.
To support this next phase of work, we will also carry out key pieces of research over the coming year: exploring the relationship between neurodiversity, homelessness and tenancy sustainment; examining how EDI factors influence tenancy sustainment in the first 12 months, including for care leavers and people experiencing wider vulnerability. Together, this work will help us strengthen our evidence base, target support more effectively and continue to shape a more inclusive, responsive organisation.
We’d like to end by saying thank you to everyone who has contributed to this year’s progress - especially those who’ve shared their stories, challenged us to do better, and helped shape the culture we’re building. Together, we’ll keep moving forward, creating spaces where everyone belongs.