We are pleased to present Sapphire’s annual report for the financial year ending March 2026. This report highlights the progress we have made against our four strategic objectives: to provide services that support and enhance the lives of our residents; to provide more and better homes; to be an employer of choice; and to manage our finances well while improving our ways of working.
To provide services that support and enhance the lives of our residents
This year, we established the Sapphire Resident Influence Panel (SRIP) following preparatory workshops and training. The Panel includes residents from both supported housing and general needs homes, meets quarterly, and provides an important voice for residents across Sapphire.
Following reassessment, we retained our Customer Services Excellence (CSE) accreditation and improved our complaints handling, with 97% of Stage 1 complaints responded to on time. In addition, 66 of our 130 residents successfully moved on during the year.
Following procurement processes, we renewed the contract for housing-related support services for vulnerable single men with medium to high support needs at Conway House and entered into a new contract with Hertsmere BC to provide temporary accommodation at Hepburn Court. These contracts support the continued delivery of our supported housing services, which remain central to our mission.
To provide more and better homes
During the year, we took handover of further new homes in Hounslow and welcomed new residents. We have now completed 64 homes, representing two thirds of the Hounslow Development Programme. Sapphire is proud of the homes we have delivered and the contribution they make to helping residents make a fresh start in their lives. We were delighted that Karl Philips and Debra Constance, our small but highly effective development team, were nominated for Inside Housing’s Best Development Team award.
We also carried out a stock condition survey, which confirmed that our homes and schemes are in good condition and provides a strong foundation for our next five-year asset management strategy.
To be an Employer of Choice
Our ability to deliver effective services for residents depends on our dedicated staff team. We were therefore pleased that our latest staff satisfaction survey reported an 89% satisfaction rate.
At Sapphire, we prioritise the wellbeing and value of our colleagues, recognising the crucial role they play in achieving our aims. During the year, we implemented a wellbeing strategy to support the health and wellness of our team members.
To manage our finances well and improve our ways of working
The last financial year was challenging as we continued to focus resources on completing the Hounslow Development Programme. Despite these pressures, we remained focused on maintaining financial resilience and strengthening the way we work.
We carried out a Board Effectiveness Review, which identified opportunities to strengthen our governance in response to a challenging operating environment while continuing to deliver effective services for residents.
During the year, Assiah Awaleh, our Operations Director, moved on to a new role, and Rosemarie Jenkins stepped down as a Board Member. We thank them both for their contribution to Sapphire and wish them well for the future.
We would like to express our gratitude to Sapphire’s staff and Board members for their hard work and dedication over the past year. We also extend our thanks to our partners and stakeholders for their continued support.
Heather Thomas, CEO and Sir Steve Bullock, Chair of the Board
Provide services that support the lives of our residents
Strengthening Resident Voice
We reinvest all our earnings into the enhancement of our homes.
In September 2024, we began a full review of our resident engagement offer, aiming to strengthen Sapphire’s commitment to giving residents a stronger voice, greater influence, and a genuine partnership role in shaping the homes and services they receive.
This led to the creation of our new Resident Engagement and Involvement Framework, which includes the Resident Engagement Policy and Strategy for 2025–2028.
Developed collaboratively through three focus group workshops held between December 2024 and June 2025, the framework reflects the shared experiences, priorities, and vision of residents, staff, and Board members.
Looking ahead
Looking ahead, our goal is to embed a culture of mutual trust, respect, and accountability, ensuring that engagement is both meaningful and easy to access, and that resident feedback directly drives service improvements.
Progress will be monitored and reported annually to demonstrate the tangible benefits of involvement for individuals, communities, and the organisation.
This approach impacts all Sapphire residents, Board members, employees, contractors, and community partners, with a commitment to making opportunities inclusive and accessible to all.
As part of this work, we are launching a new Scrutiny Panel, inviting residents to play a central role in improving housing and support services, and ensuring every tenant’s voice is heard. We are excited about the opportunities this framework will bring.
We want to grow our business to ensure we are playing our part in meeting housing need and to ensure that our existing homes meet quality and sustainability standards.
Providing more and better homes
Providing high quality homes and services for our residents remains a priority and our new schemes are no exception.
We have been working closely with the London Borough of Hounslow on developing new homes in the Borough on former garage court sites. We have agreed terms to purchase a long lease on 20 development sites in Hounslow and have completed 15 leases.
All these sites have planning consent and we have a programme of 103 new homes to develop. We work closely with the Greater London Authority, who provide grant funding for the developments.
At the end of March 2025, with our construction partners Helix Construct, Ark Build, Ermine Construction and Chartwell Vision, we completed 27 new homes.
We anticipate a further 12 homes will complete in August 2025, we will have completed a total of 64 new homes. A further 9 homes will complete in April 2026 at Sparrow Farm Drive.
Planning the development pipeline
The remaining 30 homes will start before March 2026, 24 new homes will be delivered at 3 sites on Oxford Way, Feltham these will start in August 2025. We will be looking to start building our final Hounslow site at Manor Gardens.
Our future pipeline currently consists of a potential scheme in Brent in partnership with the Brent Community Land Trust which will provide 19 new homes on a site in Harlesden. Planning will be submitted in November 2025. We are also in the process of developing a single home in partnership with a developer at Harrington Square in Camden.
Providing high quality homes and services to our residents remains a priority and our new schemes are no exception. We are especially pleased to be aiming for zero carbon homes as part of our new programme, which will enable our residents to enjoy comfortable new homes, with affordable energy bills.
Investment Partner Status
Sapphire are also delighted to announce that we will be looking to retain “Investment Partner Status” for the new affordable homes programme, which will start in March 2026. This will enable Sapphire to develop a programme of affordable new homes through the Mayor’s Homes for Londoners Programme.
To be an employer of choice
Into for this section here ...
We get to know our residents and always consider different ways to communicate and engage with them.
All of the team really care about our residents and strive to give them the best possible support to achieve their goals and move forward with their lives
The team at Bethany House are compassionate and take time to understand the needs of our residents. Staff continually strive to improve our service to better meet the diverse needs of our residents. We recently have had training on transgender awareness so we can enhance and improve our support to transgender residents
At Sapphire, respect for colleagues is a cornerstone of our team culture. It's clear that we value open, constructive communication and support one another.
We are always encouraged to share our views and actively participate in the running of our service, I always feel listened to and feel very fortunate in the learning opportunities provided and the fact that I can request additional learning if I believe that it will support me in my role.
I have received an excellent induction and training. Everyone has welcomed me to the organisation and taken the time to introduce themselves and offer support to me when needed
In my role at Sapphire, I feel fortunate to work within a team where respect and collaboration are foundational.
In comparison to other organisations I have worked for SIH has staff support mechanisms to improve staff wellbeing. You feel supported and valued. My work load is manageable and enjoyable.
I always feel respected and supported by everyone at Sapphire at every level, it is a wonderfully welcoming organisation which really appreciates our efforts and cares about our wellbeing.
I always feel empowered and supported to share ideas and make suggestions.
At Sapphire, I appreciate the culture of open communication, where feedback is encouraged.
My Manager is very positive and encouraging and will always make time to help me if I am not sure of something. I have felt supported, appreciated and encouraged by her at every stage of my journey with Sapphire.
I have always found everyone at Sapphire to be very approachable, we have an excellent programme of training and they are always looking for new areas where we can develop our skills and have greater job satisfaction in our role.
I have always found the EMT to be supportive, encouraging and appreciative of the work that we do.
I appreciate that transparency is a priority here. Leadership communicates openly about company's goals, challenges, successes and this honesty creates a sense of trust among employees
The EMT are dedicated to ensuring Sapphire is a success. The staff are knowledgeable and highly skilled and this is recognised and praised.
I have consistently felt supported in my role, which has made a significant difference in my ability to perform effectively and develop professionally
At Sapphire organisational goals are clearly defined and communicated, which helps align teams and departments towards a shared vision.
Overall Sapphire is a good organisation to work for. I think they do a lot for the staff that other housing providers fail to do.
I really enjoy my work with Sapphire and love working with my team, I would be happy to recommend Sapphire as an organisation.
Sapphire is a great company to work for, it feels like a family
I love working at Sapphire, we have a great team and there are many opportunities to develop and grow within our roles. I really do feel that my contribution is valued and that we are all working together to provide the best possible service to our residents.
Working at Sapphire had been an incredibly rewarding experience. Since joining, I have had the opportunity to take on diverse and challenging tasks, which have helped me grow both professionally and personally.
We believe that having fully engaged people is the best way for us to provide excellent services to residents and communities.
Sapphire Day
Sapphire Day: A Commitment to Community
On 14 May, 2026, Sapphire proudly participated in its Corporate Social Responsibility Day by dedicating time and resources to benefit the local community. This year, the team focused on Our Lady Help of Christians, a Roman Catholic church located in Kentish Town. The church, a cherished landmark in the community, had accumulated a significant number of old, unused items over the years, necessitating a thorough cleanup.
A group of colleagues from Sapphire came together for this meaningful initiative, demonstrating the organisation’s commitment to social responsibility and teamwork. Their collective efforts not only helped in decluttering the church but also fostered a sense of camaraderie and community spirit.
image
As the day unfolded, the team worked diligently to sort through the items, deciding what could be repurposed, recycled, or disposed of. This hands-on experience allowed the volunteers to connect outside of their typical work environment, reinforcing the importance of collaboration in community service.
image
The event was not only beneficial for the church but also served as a reminder of how charities like Sapphire can positively impact their surroundings. By supporting community initiatives, Sapphire helps improve the well-being of Kentish Town and shows that corporate responsibility goes beyond profit and productivity.
Sapphire's Corporate Social Responsibility Day exemplifies the company’s values and commitment to making a difference. The team left the church not only with a sense of accomplishment but also with the knowledge that their efforts help sustain the community’s cherished spaces. As Sapphire looks forward to future initiatives, it remains committed to making a difference, one project at a time.
The church personally thanked Sapphire for all their hard work, and it was a pleasure working with such a pillar of the local community
Image
Employee of the Year 2024 – Linda Jones
Sapphire’s Employment, Training and Education Co-ordinator at Conway House, Linda Jones, was awarded the Employee of the Year Award 2024.
Linda was nominated by her peers for the increased resident engagement in activities due to her persistent endeavours; the fact that she knows all the residents in the hostel; and the support she provides her colleagues.
Her colleagues say:
“Linda works in the Training Resource Centre and has an open door policy for residents to come in and have a chat. I’ve known a resident to go to the TRC because Linda will make them a cup of coffee and have a chat and she has been able to gain vital information that keyworkers may not have been aware of.”
“Linda will always go the extra mile for the residents. If there are barriers in the way, she will find the right person or people to speak to remove or reduce these barriers. “
“An ex-resident once said Linda eats glitter every day because she always comes to work with a positive attitude and a smile on her face.”
Linda Jones was nominated for the Employee of the Year Award 2024
Linda says:
“Winning the Employee of the Year award meant a great deal to be recognised by the company and my colleagues for the work I’m passionate about. It’s been a motivating milestone in my journey here.”
We recognise that our staff are our most important asset and critical to the success of Sapphire, and their health and wellbeing remains a key priority
Nominations for the Employee of the Year Award 2024
Celebrating Achievements at the Staff Conference
Sapphire threw its annual, combined Staff Conference and Christmas celebration on 22 November 2024, bringing everyone together for a day of connection, learning, celebration, and appreciation. The conference was held in Canary Wharf and the event created the perfect setting for colleagues to catch up, reflect, and enjoy each other’s company, strengthening the sense of unity in the organisation.
This was an opportunity to hear from Sapphire’s Chair and Executive Team, covering organisational performance, expectations for the coming months, and the opportunities and challenges that lie ahead.
We were especially pleased to hear from one of our residents, Kevin, founder of Khady’s Dream, an initiative dedicated to youth crime prevention, who shared his journey, inspiring and affecting everyone with their story of transformation and success.
To keep the energy up, there were team-building activities, encouraging collaboration and engagement. Employees also heard about colleagues who had excelled in roles throughout the year and who as a consequence had been nominated for the Employee of the Year Award by their peers, shining a spotlight on those who go above and beyond.
After the conference, everyone sat down for a festive Christmas lunch, soaking up the warm and cheerful atmosphere. The fun kept going at Fairgame in Canary Wharf, an arcade venue where staff enjoyed games, laughter, and some friendly competition.
Long-term service awards
Janice Esten was presented with a long-term service award at the staff conference.
Celebrating 30 years with Sapphire
The day was also a time for recognition, with special long term service awards presented, including to Janice Esten for an incredible 30 years of dedication to Sapphire.
A recognition for all of our colleagues, and a truly impressive milestone!
Overall, it was a fantastic day packed with fun, celebration, and well-earned recognition, highlighting everything Sapphire stands for as an employer.
Staff Satisfaction
How our colleagues are feeling about working for Sapphire is really important to us. We listen to our colleagues and really value their feedback.
Employee Net Promoter score (ENPS)
When asked if they would recommend Sapphire as a good employer, the Employee Net Promoter score (ENPS) was 65, considered in the “excellent” range.
Staff Feedback
“I am supported by a fantastic manager who listens and supports me when needed. We have clear communication, which is super important.”
“I think SIH are a shining star in this field so keep up the good efforts.”
“I often feel very valued in my role, and really love Sapphire!”
“Most people go out of their way to thank me for my efforts.”
Staff Satisfaction Results
For more information place your pointer over the chart.
70% agreed or strongly agreed that they are satisfied with their job.
70% agreed or strongly agreed that they are proud to work for Sapphire.
85% of respondents felt able to suggest ideas or change to drive improvements
80% of respondents agreed or strongly agreed with the statement ‘at Sapphire, I am treated with respect’.
Managing finances and improving ways of working
We want to be a well-run organisation, working to plans, within budget and confident about managing change.
We believe that maintaining our financial viability is our core strength as a smaller provider, we are well positioned to move forward with our plans for the future.
Celebrating the opening of Ashford Road development in London Borough of Hounslow.
Governance and Leadership
As a landlord, safety is a top priority for both our staff and the Board. Throughout the year, we conducted compliance checks in all our buildings and took action on any necessary issues that were identified
Sapphire Board
Sir Steve Bullock – Chair
Charles Culling
Liz Geary
Gwen Godfrey – Senior Board Member and Chair of Treasury Committee
Kalwant Grewal – Chair of the Finance, Audit and Risk Committee
Rosemarie Jenkins (Stepped down September 2025)
Fred Keegan
Mike May - Chair of the Development and Assets Committee
Sandra Nwajiaku
Reginald Parkinson – Chair of the People and Governance Committee
Clive Stuart
Executive Management Team
Heather Thomas – Chief Executive
John McNiece – Systems and Finance Director
Assiah Awaleh – Operations Director (until February 2026)
Karl Phillips – (Consultant) Development Director
Beverly Finn – Head of People and Corporate Services
Supporters and Partners
We received valued support in 2024-2025 from the London Boroughs of Camden, Islington, Brent, and Hertfordshire County Council. We are also grateful to the following organisations for making significant contributions throughout the year:
