Hyde Group

Hyde Group: affordable housing and community services in London and the south east of England

Hyde Group is a British organisation dedicated to the provision of affordable housing and community services. According to its own presentation, it describes itself as an award-winning housing provider and its mission is to provide homes and serve communities that people can feel proud of. The entity operates under the legal name Hyde Housing Association Ltd, registered as a Community Benefit Society with number 18195R.

With almost 60 years of activity, the organisation presents itself as one of the largest and most diverse providers of housing and community services in the country. Overall, the group states it owns or manages around 125,000 homes and provides neighbourhood services to approximately 350,000 households across the country.

Activity and scope of operation

Hyde Group's main activity focuses on the provision of affordable housing in London and the south east of England, as well as building new homes. In addition, the entity offers a wide range of community services and spaces, with the aim of bringing people and communities together and providing support through its partners.

The group is structured as a collection of organisations committed to providing housing, services and support to the communities it serves. Among the entities that form part of the group are THCH powered by Hyde, Hyde New Homes and Pinnacle.

Services for residents

Hyde Group offers its residents a digital platform called MyAccount, which allows them to manage their home online. Through this service, users can check their account balance, make rent or service charge payments, report repairs, update contact details and live chat with a customer service officer, among other functions.

For tenants, the organisation details services related to tenancy management, repairs and maintenance, as well as programmes such as Right to Buy and Right to Acquire. It also addresses aspects such as home improvements, moving home and housing for specific groups, such as Brent Coefficient tenants, Halesworth tenants and Lanecroft homeowners.

For homeowners, it specifies repair responsibilities, service charges, selling, remortgaging and equity transfer procedures, admin fees, improvements and alterations, lease extension and buying the freehold, S20 notices and contracts, subletting and staircasing.

Community and support services

The organisation manages community services that include the Neighbourhood Officer role, specialist housing and community partners in areas such as Brent, Croydon, East and West Sussex, Greenwich, Islington, Lambeth, Lewisham and Medway. It also promotes customer involvement through activities, feedback and tenant satisfaction measures, and offers community spaces with local centres.

In the area of help and advice, Hyde Group has the Helping Hand programme, which provides money advice and support with managing money, energy bills, available help options, debt advice and related news. It also offers school uniform vouchers, guides on home maintenance, tackling damp, mould and condensation, and advice on repairs and looking after your home.

In terms of employment and training, the entity provides training and employment support, as well as advice on getting online. In the area of health and wellbeing, it offers mental health support, domestic abuse help and a national support network. It also addresses building safety.

Performance data and recognition

According to published information, 99% of homes meet the Decent Homes Standard and overall customer satisfaction reaches 84%. The organisation has invested £123.8 million in its homes and has generated a social value impact of £27.5 million through its suppliers.

In terms of recognition, Hyde Group has been awarded 'Pioneer' status by HouseProud, in relation to the inclusivity of its services for LGBTQ+ customers.

Latest news and complaint handling

The news section covers recent actions, such as the rapid response to cases of antisocial behaviour that put customers at risk, the introduction of the complaints team and the explanation of the complaints process, including what is and what is not a complaint.