Our aim is to provide a great customer experience and to be transparent with our customers on how well we are performing.

The following performance figures are for the quarter ending 30 June 2025.

Copies of past reports can be downloaded from the bottom of this page.

Repairs

These figures show how we handled repairs and details of customer satisfaction with repairs. 

You can find more information about our relevant processes on our repairs pages. 

Quarterly score: 7,368. Last year: 6,837.

Total number of repairs completed

Quarterly score: 85%. Last year: 80%. Target: 90%.

Percentage of repairs completed within target timescales - emergency

Quarterly score: 64%. Last year: 52%. Target: 85%.

Percentage of repairs completed within target timescales - non emergency

Quarterly score: 89%. Last year: 88%. Target: 90%.

*Customer satisfaction with repairs

Improving homes

These are the latest statistics regarding our progress to improve homes. 

Quarterly score: 95%. Last year: 81%. Target: 95%.

Homes with an up-to-date Home Improvement Survey

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New kitchens delivered so far this year

Quarterly score: 63. Last year: 36. Target: 54.

New bathrooms and wet rooms delivered so far this year

Quarterly score: 57. Last year: 62. Target: 52.

New windows delivered so far this year

Quarterly score: 13. Last year: 35. Target: 23.

New roofs delivered so far this year

Quarterly score: 52. Last year: 100. Target: 74.

New doors delivered so far this year

Quarterly score: 89%. Last year: 88%. Target: 89%.

Homes with an Energy Performance Certificate above C

Responding to customer contacts

These statistics relate to how we handled our contacts with customers.

Quarterly score: 27 seconds. Last year: 26 seconds. Target: 80 seconds.

Average call wait time

Quarterly score: 83%. Last year: 82%. Target: 80%.

Calls answered within 20 seconds

Quarterly score: 24,508. Last year: 21,359.

Total contacts received by the contact team

Tenancy

Quarterly score: 107. Last year: 185.

Number of new tenancies

Quarterly score: 73%. Last year: 81%. Target: 90%.

*New tenant satisfaction

Quarterly score: 102. Last year: 85.

Number of empty homes (being prepared to re-let and excluding homes under consideration)

Quarterly score: 3,284. Last year: 2,324.

Number of customers in rent arrears

Quarterly value: £1.136 million. Last year: £1.12 million. Target: £1.9 million.

Value of rent arrears

Formal complaints

The number of complaints we receive and how we handle them against the Housing Ombudsman's requirements and how satisfied customers were with the handling of their complaint.

Further details about our processes can be found on our complaints, comments and compliments page

Quarterly value: 272. Last year: 180.

New complaints received

Quarterly value: 261. Last year: 256.

Complaints closed

Quarterly score: 45%. Last year: 46%. Target: 100%.

Stage 1 complaints closed within 10 day target

Quarterly value: 25. Last year: 28.

Number of cases escalated to stage 2

Quarterly score: 53%. Last year: 33%. Target: 100%.

Stage 2 complaints closed within 20 day target

Quarterly value: 46%. Last year: 22%. Target: 50%.

*Customer satisfaction with handling of complaints

Subcontractors, tenancy related, length of time to complete repair.

Top three complaint reasons

Community safety

Statistics which show the amount of anti-social behaviour in our homes and customer satisfaction with how well we handled them.

Further details about our processes can be found on our community safety pages.  

Quarterly value: 286. Last year: 188.

Anti-social behaviour cases reported

Quarterly score: 18. Last year: 4.

Anti-social behaviour cases where legal action has been taken

Quarterly value: 61%. Last year: 47%. Target: 60%.

*Customer satisfaction with handling of anti-social behaviour issue

Safety servicing

We manage various elements of safety servicing, these figures show our overall figure which includes not just homes, but also communal areas and other legal requirements.

Our staying safe at home pages contain more information about our safety processes.

Quarterly score: 99.8%. Last year: 99.7%. Target: 100%.

Homes with up to date gas certificates

Quarterly value: 98%. Last year: 93.9%. Target: 100%.

Homes with up to date electrical certificates

Quarterly score: 100%. Last year: 100%. Target: 100%.

Homes with up to date fire risk assessment certificates

Quarterly score: 99%. Last year: 100%. Target: 100%.

Homes with up to date asbestos inspections

Quarterly score: 100%. Last year: 100%. Target: 100%.

Homes with up to date water safety assessments

Quarterly value: 88%. Last year: 100%. Target: 100%.

Homes with up to date lift safety checks

Quarterly score: 687. Target: <138.

Number of open damp and mould cases

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Number of open damp and mould cases classed as an emergency

Quarterly score: 970.

Customer missed appointment for safety visits

*Statistics marked with an asterisk are taken from our transactional surveys. Surveys are designed to measure the customer experience at specific touchpoints. Transactional surveys are sent to customers immediately after a transaction, for instance, straight after a repair has been completed, or once a complaint case has been closed. This enables us to understand the customer’s recent experience of that interaction - what has gone well, and what changes we need to make to improve our service in the future.

Past reports