When looking back at 2019/20,  it is impossible to set aside everything that has happened since the COVID-19 pandemic emerged in March. Everyone has had to adapt quickly to very different circumstances both at home and at work and it has been a difficult and challenging time for many of us. Despite these challenges we have seen this experience bring out the best in our people and in the local communities we serve.

There are so many examples of a faster pace of positive change, greater creativity, flexibility, resilience, generosity and connectedness emerging out of the crisis which I am determined to build on. This report shows that overall we made progress last year across a number of fronts, and we will use this recent experience as a driver to further improve our service experience, deliver better value for money and develop a more trusting, equal and open relationship with our residents.

With best wishes,