Performance data - Half year update
Customer feedback is extremely important to us. We want to share how we are performing and how you can be involved in scrutinising our services.
To find out about how you can get involved, or to view our quarterly Tenant Satisfaction Measures, please click the buttons below.
Health and safety
Proportion of homes for which all required safety checks have been carried out.
| April to Sept 2025 | |
| Gas | 99.98% |
| Fire risk assessment | 100% |
| Water | 100% |
| Lifts | 100% |
| Electrics | 99.98% |
| Asbestos | 100% |
Regular checks are carried out to make sure our homes stay safe and meet legal and regulatory requirements.
We are pleased that in the first half of the financial year, our health and safety performance stays strong.
Complaints
| April to Sept 2025 | |
| Number of Stage 1 complaints received | 407 |
| Stage 1 responses in Housing Ombudsman Code target | 97% |
| Number of Stage 2 complaints received | 107 |
| Stage 2 responses in Housing Ombudsman Code target | 90% |
The Housing Ombudsman Complaint Handling Code sets clear timescales for complaint responses.
We have seen improvements in the speed of response at Stage 2 since the beginning of the year and this will remain a priority.
Repairs
| April to Sept 2025 | |
| Number of repairs reported | 25,441 |
| Emergency repairs completed on time | 95.30% |
| Routine repairs completed on time | 69.50% |
| Customer satisfaction with last repair - IHMS | 93% |
We know that the repairs service is a top priority for customers.
We are working on increasing the number of repair appointments to speed up the time it takes to complete routine repairs. We have recruited extra operatives and set up a new 'small works team'.
We continue to complete over 90% of emergency repairs on time. Customers report high satisfaction with their most recent repair completed by our In-House Maintenance service.
Customer Communication Centre
| April to Sept 2025 | |
| Total number of enquiries received | 78,760 |
| Number of telephone calls received | 46,446 |
| Average call wait time - General Enquiries (MM:SS) June-Sept | 5:09 |
| Average call wait time - Repairs Enquiries (MM:SS) June-Sept | 5:01 |
We receive a high number of calls each week and monitor how quickly we are able to respond to them.
We have seen large improvements in waiting times for the Customer Communication Centre this quarter, with an average wait of 5 minutes. This will stay a priority for the coming year.
