Performance data - Q3 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.
Find out how our key areas are performing below.
Health and safety
Proportion of homes for which all required safety checks have been carried out.
| April 2025 to January 2026 | |
| Gas | 100% |
| Fire risk assessment | 100% |
| Water | 100% |
| Lifts | 100% |
| Electrics | 99.89% |
| Asbestos | 100% |
Complaints
| April 2025 to January 2026 | |
| Number of Stage 1 complaints received | 663 |
| Stage 1 responses in Housing Ombudsman Code target | 92% |
| Number of Stage 2 complaints received | 155 |
| Stage 2 responses in Housing Ombudsman Code target | 90% |
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 2025 to January 2026 | |
| Number of repairs reported | 43,626 |
| Emergency repairs completed on time | 96% |
| Routine repairs completed on time | 79% |
| Customer satisfaction with last repair - IHMS | 93% |
Customer Communication Centre
| April 2025 to January 2026 | |
| Total number of enquiries received | 119,216 |
| Number of telephone calls received | 70,679 |
| Average call wait time - General Enquiries (MM:SS) Oct-Dec | 6:37 |
| Average call wait time - Repairs Enquiries (MM:SS) Oct-Dec | 7:52 |
We have seen improvements in average waiting times for the Customer Communication Centre over the last year, with an average wait of 6 minutes 37 seconds in the last quarter. This will stay a priority for the coming year.
Get involved
Sharing your knowledge and experience of living in your home helps to make sure that we are delivering services that meet your needs. By becoming and involved customer you help to ensure that the customer voice is at the heart of all our decisions.
Tenant Satisfaction Measures
Customer feedback is extremely important to us. It lets us know what we are doing well, along with where and how we can improve.
