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 September 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.
Total number of repairs completed
Percentage of repairs completed within target timescales - emergency
Percentage of repairs completed within target timescales - non emergency
*Customer satisfaction with repairs
Improving homes
These are the latest statistics regarding our progress to improve homes.
Homes with an up-to-date Home Improvement Survey
New kitchens delivered so far this year
New bathrooms and wet rooms delivered so far this year
New windows delivered so far this year
New roofs delivered so far this year
New doors delivered so far this year
Homes with an Energy Performance Certificate above C
Responding to customer contacts
These statistics relate to how we handled our contacts with customers.
Average call wait time
Calls answered within 20 seconds
Total contacts received by the contact team
Tenancy
Number of new tenancies
*New tenant satisfaction
Number of empty homes (being prepared to re-let and excluding homes under consideration)
Number of customers in rent arrears
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
New complaints received
Complaints closed
Stage 1 complaints closed within 10 day target
Number of cases escalated to stage 2
Stage 2 complaints closed within 20 day target
*Customer satisfaction with handling of complaints
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.
Anti-social behaviour cases reported
Anti-social behaviour cases where legal action has been taken
*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.
Homes with up to date gas certificates
Homes with up to date electrical certificates
Homes with up to date fire risk assessment certificates
Homes with up to date asbestos inspections
Homes with up to date water safety assessments
Homes with up to date lift safety checks
Number of open damp and mould cases
Number of open damp and mould cases classed as an emergency
Customer missed appointment for safety visits
*Statistics marked with an asterisk are taken from our transactional surveys. Figures from the repairs survey are based on the most recent quarter, all other transactional survey data is based on the last 12 months. 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
-
pdf 2251Kb
Quarterly Performance Statistics for the quarter ending 31 October 2025
-
pdf 2253Kb
Quarterly Performance statistics for the quarter ending 30 June 2025.