Performance in September 2026
Percentage of money lost due to rent arrears (general needs): 3.10%
Target not met - Our target is 2.9%.
Rent arrears have increased in recent months and remain above target, despite an improvement in September.
Temporary staffing due to absence may have contributed to this. We have reviewed performance across all patches and will work with our teams to agree a recovery plan. A new Housing Officer with extensive experience in rent arrears recovery has also recently joined the Housing team.
We will continue to support customers to manage their rent payments and take action to bring arrears back within target.
Percentage of customers satisfied with call handling: 97.2%
Target met - Our target is 93%.
About this data
After every call to our Customer Service Team, we send a quick text message asking how satisfied customers were with the help they received.
Responses are scored on a scale of 1 to 5, and customers can also leave comments to share more about their experience.
This information is collected separately from our Tenant Satisfaction Measures (TSMs) and helps us understand how well we’re meeting customer needs in real time.
Percentage of customers satisfied with the repair service: 87.2%
Target met - Our target is 85%.
About this data
After every repair, we send a quick text message asking customers how satisfied they were with the work.
Responses are scored on a scale of 1 to 5, and customers can also leave comments to share more detail about their experience.
This information is collected separately from our Tenant Satisfaction Measures (TSMs) and gives us real-time insight into how we’re doing.
Percentage of homes with a valid gas safety certificate: 99.17%
Target not met - Our target is 100%
Three homes were overdue at the time of reporting. We have completed the overdue gas safety checks in two homes following successful court action. At the remaining home, we have capped the gas supply and are waiting for a court date to gain access and complete the gas safety check, electrical inspection and stock condition survey. Our Housing and Compliance teams continue to work together to secure access and ensure the home meets safety requirements.
Percentage of money lost due to empty homes: 0.95%
Target not met - Our target is 0.80%
Money lost through empty homes continues to reduce. Some homes we let earlier in the year needed major improvement works, which kept them empty for longer. This continues to affect performance.
We have now cleared the backlog of major works and have no long-term empty homes. We expect performance to improve further over the coming months as these earlier delays have less impact.
Average time to let an empty home (general needs): 21 days
Target met - Our target is 24.2 days
Update Frequency
Performance data is updated as soon as the previous month's data has been validated. We aim to ensure the most relevant and up to date information is presented here.
Find out more about how we're doing
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs) are a way of measuring how well landlords are looking after homes and helping their tenants. We publish our quarterly and yearly results.
Annual Reports & Financial Statements
Our Annual Reports and Financial Statements from the last three years are available to view.
Social Value Reports
Find out how we invest in our communities to create places where people can thrive.
Complaints
We share data about the complaints we receive and what we learn from them every month in our blog. Click below to read our latest posts.