What are you most proud of in our community?

“I live somewhere that's friendly. I feel like I am part of a community and I have proper conversations with my neighbours. You don't get that everywhere. It's clean and always looks great too.”

Emma Thirkill-Kirk and family

Emma Thirkill-Kirk, a Phoenix home owner and former employee, has been spending lockdown at home with her young family.

Juggling the challenges of looking after her newborn daughter and keeping her three-year-old son healthy and happy, Emma has somehow managed to find time during lockdown to do arts & crafts and prepare for a career change in graphic design.

We’re here to help – answering your questions

We’re making progress on our Digital Together project, with our new Customer Relationship Management (CRM) system rolling out across Phoenix from July 2019.

This means all of our contacts with residents are starting to be captured in one place. It also means our staff will have more time to help those who would prefer to contact us by phone.

By phone


96,684 calls (8,850 less than last year)


84% calls


Were able to resolve 83% calls through General Enquiries Advisors


97% of calls met our quality assessment

By post and email


73% of correspondence in 10 days

At The Green Man


Received 7,679 housing-related visits

Community hub

Welcomed more than 60,000 people to our community hub


Constant improvement

We raised 11,137 “cases” after you got in touch, resolving 62% within the times we set. These cases help us to record your queries so we can resolve them more quickly and update you if you contact us again.

Dealing with complaints

We will always aim for the best possible service for residents. We welcome complaints as they help us to improve our services, but we are sorry when our services do not meet the standards we set.

We’ve created a new service improvement plan to make sure we can better deal with and resolve complaints.

This will be closely followed by our Resident Scrutiny Panel to make sure we’re delivering on this.

If you have feedback on our services – complaints or compliments – we strongly encourage you to get in touch so we can better understand how we can improve.



Received 176 complaints


Closed complaints in an average of 27 working days


Learning outcomes identified from 85% of complaints


31% of you were satisfied with how we handled complaints


1 complaint was considered by the Housing Ombudsman


2 leasehold First Tier Tribunal cases were opened in the year, 2 were closed and 1 was still open at the end of the period.


How we compare




Our performance compared to last year




Value for money and Achievements

Value for Money


Phoenix Community Housing, The Green Man, 355 Bromley Road, London SE6 2RP.

Phoenix Community Housing Association (Bellingham and Downham Limited) is a Community Benefit Society (number 30057R). VAT number 162 4926 03. Regulator of Social Housing registration no. L4505.