Performance data - quarterly updates
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.
| YTD 2025/26 | Q1 2026/27 | Target 2026/27 | |
| Gas | 100% | 100% | 100% |
| Fire risk assessment | 100% | 100% | 100% |
| Water | 100% | 100% | 100% |
| Lifts | 100% | 100% | 100% |
| Electrics | 99.92% | 99.80% | 100% |
| Asbestos | 99.75% | 100% | 100% |
Regular checks are carried out to make sure our homes stay safe and meet legal and regulatory requirements. We are pleased that our health and safety performance stays strong.
Complaints
| YTD 2025/26 | Q1 2026/27 | Target 2026/27 | |
| Number of Stage 1 complaints received | 959 | 304 | |
| Stage 1 responses in Housing Ombudsman Code target | 93% | 99.30% | 95% |
| Number of Stage 2 complaints received | 257 | 103 | |
| Stage 2 responses in Housing Ombudsman Code target | 91% | 94% | 95% |
The Housing Ombudsman Complaint Handling Code sets clear timescales for complaint responses. We have seen improvements in the speed of responses at Stage 2 which will remain a priority. This year we have increased our target for response times to 95%.
Repairs
| YTD 2025/26 | Q1 2026/27 | Target 2026/27 | |
| Number of repairs reported | 58,574 | 12,324 | |
| Emergency repairs completed on time | 96% | 95% | 98% |
| Routine repairs completed on time | 81% | 89% | 91% |
| Customer satisfaction with last repair - IHMS | 93% | 94% | 93% |
We know that the repairs service is a top priority for customers.
We have increased the number of repair appointments to speed up the time it takes to complete routine repairs. We recruited extra operatives and set up a new 'small works team'.
We continue to complete 95% of emergency repairs on time. Customers also report high satisfaction with their most recent repair completed by our In-House Maintenance service.
Customer Communications Centre
| YTD 2025/26 | Q1 2026/27 | Target 2026/27 | |
| Total number of enquiries received | 163,462 | 45,745 | |
| Number of telephone calls received | 98,335 | 27,141 | |
| January to March (2026) | |||
| Average call wait time - General Enquiries (MM:SS) | 6:47 | 8:18 | 6:00 |
| Average call wait time - Repairs Enquiries (MM:SS) | 7:30 | 7:29 | 6:00 |
| Average email response times - General Enquiries | - | 4 days | 2 days |
| Average email response times - Repairs | - | 3.5 days | 2 days |
We receive a high number of calls and e mails each week and monitor how quickly we can respond to them.
Although overall we have seen improvements in average waiting times for the Customer Communication Centre over the last year, we have had a very busy first 3 months seeing an average wait of 8 minutes 18 seconds for general calls and 7 minutes and 29 seconds for repairs. This will remain a top 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 an 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.
