Our Lasting Impact 2025 - 2026
,
Providing homes improving lives
.
Introduction from our Chair and CEO. Every year, thousands of people interact with Link’s services. They move into a new home, receive support during a difficult period, gain new skills, access advice, find greater independence or become more connected to their community. Our Lasting Impact celebrates the difference these interactions make and the positive outcomes that can be achieved when people, communities and organisations work together. Throughout this report, you will see how Link continues to deliver on its mission of Providing Homes, Improving Lives. From investing in new and existing homes to supporting financial wellbeing, promoting independence, strengthening communities and embracing innovation, our work is focused on creating lasting benefits for the people we serve. The past year has presented many challenges. Economic uncertainty, continuing pressures on household finances and increasing demand for affordable housing have all shaped the environment in which we operate. Yet despite these challenges, Link has remained focused on what matters most: supporting our customers and investing in their futures. What stands out most in this report is the breadth of our impact. It can be seen in the homes we build, the communities we support, the opportunities we create and the lives we help improve. It can also be seen in the dedication of our colleagues, the commitment of our partners and the invaluable contribution of our customers, whose voices help shape our services. As Chair, I am immensely proud of what has been achieved across the Group during the past year. These achievements are only possible because of the collective efforts of colleagues, Board Members, customers and partners who share our vision of creating places where people can thrive. While much has been accomplished, we know there is more to do. As we look ahead, we remain committed to delivering services that respond to changing needs, investing responsibly in homes and communities and creating an organisation that continues to make a meaningful difference for generations to come. I hope you enjoy reading Our Lasting Impact and learning more about the people, partnerships and achievements that have shaped our year.
Pamela Woodburn Link Group Board Chair
Group mission statement: Providing Home, Improving Lives. Purpose:
Provide a wide range of affordable and accessible housing services and create an environment which our customers can proudly call home.
Jon Turner
Link Group Chief Executive
Working together to Provide Homes & Improve Lives... Creating positive outcomes for our customers requires collaboration, shared purpose and a commitment to working together across every part of our organisation.
Communities colleagues work directly with tenants and communities to understand needs, tackle inequality and help people sustain their tenancies.
Commercial teams invest in homes, build new affordable housing, maintain existing properties and deliver services that generate value which can be reinvested back into Link.
Corporate Services colleagues provide the governance, financial expertise, digital innovation and people-focused support that enable the entire organisation to operate effectively and responsibly. Together, these services create a connected approach that places customers at the heart of everything we do, and this year, collaboration has helped us respond to the challenges facing our tenants and communities. Rising living costs, housing pressures, changing customer expectations and the need to invest for a net zero future demand joined-up solutions. By sharing knowledge, data and resources across service areas, we have been able to provide both practical support today and long-term investment for tomorrow. Whether securing financial support for households, developing new homes, improving existing properties, investing in digital services or supporting colleague wellbeing, every achievement has been strengthened through partnership working.
Our collective efforts have delivered meaningful results. We have continued to build and maintain highquality homes, supported thousands of people through housing, wellbeing and community programmes, strengthened our financial resilience and invested in the skills, technology and infrastructure needed for future success. Most importantly, we have done so while remaining focused on our mission of providing homes and improving lives. Looking ahead, the challenges facing the housing sector and wider society will continue to evolve. However, we are confident that by working together across our organisation, listening to our customers and supporting one another, we can continue to make a positive difference. Our ambition is not only to provide homes, but to help create places where people can flourish, communities can thrive and future generations can succeed. We are proud of what our colleagues and partners have achieved together this year, and we look forward to building on these successes in the years ahead.
“Strong communities are built when people have the support, opportunities and confidence to thrive. This year, we have continued to work alongside tenants, partners and communities to tackle challenges, improve wellbeing and create positive opportunities that help people build brighter futures.”
Sarah Smith
Executive Director, Communities
“Every investment we make in homes, neighbourhoods and infrastructure is an investment in our customers. By maintaining existing homes, building new affordable housing and delivering high-quality commercial services, we are helping ensure our communities remain places where people can live well today and for years to come.”
Colin Culross
Executive Director, Commercial
“Our role is to ensure Link remains strong, wellgoverned and prepared for the future. Through sound financial management, effective oversight and investment in our people, we are creating the conditions that allow our services, customers and communities to thrive.”
Tom Harvie -Clark
Executive Director, Coporate Services
Link at a glance...
Delivering value, strengthening communities and making a d
1,114
10,850
Mid-Market Rent tenancies
Social homes
X
80
Market Rent (I PSL?) home
958
Employees
£15.3m
£1bn+
Invested in planned maintenance
Asset base
£4.4m
Benefits secured for tenants
351,000 Hours of staff training
2,387
People supported through LinkLiving
difference
INCL es
Link Group
X
Find out about Sustainability at Link here!
Our people
Our greatest asset Behind every tenancy, repair, advice appointment, support service and community project are skilled colleagues working to deliver positive outcomes for customers every day. Developing skills for the future Learning and development remains one of the most important ways we invest in service improvement. During the year, colleagues completed more than 351,000 hours of training and learning activities, helping to strengthen professional expertise, improve leadership capability, and ensure services continue to evolve in response to changing customer needs. Supporting colleagues to deliver their best The wellbeing of our colleagues is closely linked to the quality of services we provide. Throughout the year, we continued to expand the support available to employees through mentoring opportunities, wellbeing initiatives, enhanced mental health support and flexible workplace benefits. Our commitment to creating a positive, inclusive workplace continued to be recognised through a range of external accreditations, including Investors in People Gold, Investors in Young People Gold, Investors in People Healthy Workplaces, Disability Confident Leader status and accreditation as an Engaged Carer Positive Employer.
22
8
13
98
Inspiring Leaders developed
Aspiring leaders developed
Leading with Influence participants
Insights personality profiles completed
Our people are our greatest strength. By investing more than 351k hours in learning and development, and maintaining accreditations, we are helping colleagues thrive and deliver great outcomes for customers. Together with strong governance and assurance, this is building a resilient organisation for the future.
Helen Bayne Link Group Director of People & Governance
Financial strength
Investing today, planning for tomorrow Providing homes and improving lives requires long-term thinking. Every decision we make must balance today’s needs with our responsibility to protect and strengthen our ability to deliver for tenants in the years and decades ahead. During 2025/26, Link Group continued to operate in a challenging economic environment. Inflation pressures, higher interest rates, increasing compliance requirements and wider global uncertainty all continued to impact organisations across the housing sector. Despite these challenges, we maintained a strong financial position and continued to invest in homes, services and communities. Our financial resilience provides the foundation that enables us to deliver services, maintain and improve existing homes, invest in new developments and support tenants through changing economic circumstances. Maintaining this resilience remains a key priority as we continue to address growing housing need, net zero, and work towards our long-term ambitions. Link also retained its A credit rating with a stable outlook from Standard & Poor’s, highlighting confidence in our long-term financial sustainability and ability to deliver our strategic objectives. This continued confidence helps ensure access to the funding needed to invest in new homes, improve existing properties and support our future ambitions and objectives.
£4.8m
£127.4m
Net surplus
£4m
Operating surplus
Turnover
£164.4m Reserves
Strong finances give us the ability to invest with confidence, supporting today’s customers while planning for tomorrow’s needs. Despite a challenging economic environment, we have maintained a resilient financial position that enables us to continue improving homes, services and communities
Nick Pollard
Link Group Director of Finance
£1bn+
Asset base
Supporting people where it matters most
Putting customers first through responsive services, meaningful support and st Link Group Housing Services
The scale of housing services provided
10,678
108,000
Tenancies
Calls and emails
1,000
Web chats
Supporting customers with financial advice Welfare Rights and Debt Support
£4.4m+
1,488
Benefits secured
Households supported
£581k+ Debt managed
96%
Customer satisfaction
Digital support
Lightning Reach: One-stop portal, helping individuals connect to multiple forms of support
794
£46k+
Tenants reached
Support received by tenants so far
94%
Customers self-served
Front-line support
Helping customers stay secure, supported and connected.
7,753 Annual tenancy reviews
129
Number of frontline housing colleagues
1,890
Tenants given advice on arrears
£50k
Child poverty fund created and distributed
trong local connections Tenant Engagement
Turning customer insight into meaningful action and better services
CX-Feedback Platform used for surveys
500+
Attendees at Bathgate funday
15
Local tenant organisations supported
Tenant experience panel
“Just want to say thank you again for all your help and understanding. I really appreciate it and has taken a bit of the stress of it all away.” - Customer feedback
Everything we do starts with our customers. By listening, responding and continuously improving our services, we aim to provide homes and support that help people feel safe, valued and empowered to thrive within their communities.
David Mackenzie
Director of Housing Services
New
Creating places people are proud to call home
More than a commercial partner, C~urb helps deliver the services, savings and
£16.5m
£9.5m
Total investment in major repairs
Invested in reactive repairs and maintenance
7.82 days
2.94 hours
Average nonemergency repair completion time
548
Bathrooms replaced
Average emergency repair completion time
508
Kitchens replaced
408
Doors installed
£1m
Gift aid to Link Group (Check with CC)
388
£2.1m
Investment in major improvement works
100%
Adaptations carried out - major and minor
Adaptation customer satisfaction
326
2,623
Windows installed
Electrical safety inspections completed
d investment that strengthen our impact.
1,829
PSL homes managed
67
New homes completed
MyPSL
98%
PSL complaints handled on time
£429m
Five-year investment programme
338
Homes under construction for Link
Tenant app launched as part of service modernisation
102
Homes under construction for other HAs
7,210
Factoring customers
Our Strategic Asset Management team plays a vital role in helping Link make the right decisions at the right time. By combining information on the condition of our homes, energy performance and future investment requirements, we can target resources where they will have the greatest impact for customers. During the year, we reached an important milestone with the development of a new Asset Management System, strengthening our ability to make data-led investment decisions and supporting future plans to improve sustainability and progress towards net zero ambitions. MOVE TO TOP LEFT
Creating places people are proud to call home
More than a commercial partner, C~urb helps deliver the services, savings and Our Strategic Asset Management team plays a vital role in helping Link make the right decisions at the right time. By combining information on the condition of our homes, energy performance and future investment requirements, we can target resources where they will have the greatest impact for customers. During the year, we reached an important milestone with the development of a new Asset Management System, strengthening our ability to make data-led investment decisions and supporting future plans to improve sustainability and progress towards net zero ambitions.
d investment that strengthen our impact.
£16.5m
£9.5m
Total investment in major repairs
Invested in reactive repairs and maintenance
7.82 days
2.94 hours
Average nonemergency repair completion time
548
Bathrooms replaced
Average emergency repair completion time
508
Kitchens replaced
408
Doors installed
£1m
Gift aid to Link Group (Check with CC)
388
£2.1m
Investment in major improvement works
100%
Adaptations carried out - major and minor
Adaptation customer satisfaction
326
2,623
Windows installed
Electrical safety inspections completed
Helping people build brighter futures
LinkLiving provides care, support, employability and wellbeing services that help pe
2,878
People supported through LinkLiving
96%
Have confidence in the people supporting them
297
Tenants supported through the HoME Project
95%
Have confidence in LinkLiving as an organisation
68
Tenants supported through the Building Resilience for a Better Home project
I feel safer am so glad are in my
Voluntary Fundraising Income
Sponsor the Sparkle: Christmas appeal
£16,094
£20,670
-LinkLiving
Every p challeng emotio persona people bu positive fu
eople overcome challenges, live independently and build brighter futures.
1,174
Professionals trained through LinkLiving’s Skills Academy
now, and I LinkLiving y life now.
6 (Excellent) and 5 (Very Good)
Care Inspectorate grades across regulated services
94%
Satisfied with the service received
g customer
person we support has their own goals, ges and aspirations. Through practical and onal support, learning opportunities and al development activities, LinkLiving helps uild confidence, develop resilience and create utures for themselves and their communities.
Lee Williamson
Director of LinkLiving Services & Development
High Confidence Qualifications Scotland rating
93%
Feel involved in decisions about their support
Connecting communities through innovation and
Using innovation, partnerships and practical support to improve lives and strengthe
220
Starter packs provided to help new tenants settle into their homes
£38,825
Total grants provided through the Link in the Community Fund
Partnership working With Salvation Army, Cycle Scotland, utility providers, foodbanks and Social Security Scotland
210+
Community awards made
Cost of Living support events Delivered with local and national partners to provide advice, information and practical assistance
The true value of community wellbeing work lies in its lasting impact. By investing in people, relationships and local opportunities today, we help overcome challenges, improve outcomes and build stronger, more sustainable communities for tomorrow
Grant Alexander
Head of Community Wellbeing
opportunity
en communities.
Moving from Foundations to Transformation This year marks an important transition in our digital journey. To support Link’s long-term ambitions, a new Digital Operational Strategy for 2026-29 has been developed, setting out how technology will help improve services, support colleagues and deliver better outcomes for customers. The strategy focuses on three key priorities: Creating better customer experiences by making services simpler, more accessible and easier to use. Through reviewing customer journeys, systems and processes, we are identifying opportunities to improve how customers interact with Link and access support. Making better use of information by strengthening data quality, reporting and insight. This will help us better understand customer needs, make more informed decisions and target resources where they can have the greatest impact. Exploring Artificial Intelligence and Automation to improve efficiency and enhance services. During the year, we successfully piloted Microsoft Copilot and introduced Link’s first Artificial Intelligence Framework, helping ensure emerging technologies are used safely, responsibly and effectively across the organisation. Together, these priorities will help us build more connected, responsive and future-focused services, making it easier for customers to access the support they need while enabling colleagues to work more effectively.
Ken Fox
Link Group Director of Digital Services
Putting customers at the heart of what we do Listening to customer voices, learning from lived experiences and using feedback to shape better services. “ I honestly think Link are fantastic, I have friends in private housing who are really struggling, so I’m eternally thankful to be a Link tenant - I’m grateful that places like Link exist. ”
“ I genuinely feel that Link has given me more than just a house, they have given me the opportunity to have a fresh start and to live somewhere I can finally feel comfortable, safe and at peace. ”
“ I was really pleased with the upgrading of windows and doors in my house last year. The installation of a shower would help towards keeping down my energy costs as it costs less to have showers than having the gas boiler on heating water for baths. ”
“ I liked and appreciated the support I received from my worker on becoming more confident in my own home along with finding opportunities to help me be less isolated. ”
“ Changed my life around. ” “ The service made me feel safe and understood. I felt supported and listened to. ”
“ The staff are very friendly and helpful. They’ve helped to improve my standard of living a lot, which has improved my mental health greatly. ”
More from us... Strategic Framework
Business Plan
Our Strategic Framework provides a clear roadmap for the future, guiding investment, decision-making and service delivery across the Group.
Our Business Plan translates those ambitions into practical actions, setting out the priorities, targets and activities that will help us deliver lasting impact.
Annual Accounts
Tenant Report Card
The Annual Accounts explain how we have performed financially over the year, providing assurance that resources are being managed effectively and sustainably.
A snapshot of our performance, showing tenants how we are delivering against the measures that matter most.