Performance in January 2026
Percentage of money lost due to rent arrears (general needs): 3.34%
Target not met - Our target is 2.9%.
Rent arrears have increased and are currently 0.44% above target, equating to approximately £94k.
Performance improved in the week after this figure was reported, with arrears reducing to £8k above target. This improvement was largely due to receiving and posting payments after month end that were intended to cover January rent accounts. While this shows the impact of timing differences in payment processing, it does not fully mitigate the emerging upward trend.
Although arrears returned to within target the following week, the overall trend graph indicates a gradual upward movement. This reflects capacity pressures within the team, which have limited the ability to apply the usual proactive and preventative approach to lower-level arrears cases.
To address this, targeted arrears activity is planned for the coming month. There will be a renewed focus on early intervention and engagement across lower-value accounts to prevent escalation and stabilise performance.
Percentage of customers satisfied with call handling: 92%
Target met - Our target is 89%.
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: 80.2%
Target not met - This is below our target of 86%.
Why? Customer satisfaction with the repairs service increased to 80.2% in January, up from 71.7% in December. December feedback identified incomplete repairs and missed appointments as key issues. We have worked closely with our contractors to ensure customer feedback continues to drive service improvement, with a continued focus on sustaining performance.
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: 99.97%
Target not met - Our target is 100%
Gas safety compliance currently stands at 99.97% against a 100% target, representing a very high level of performance. This is due to an isolated case where one property was overdue at the end of the reporting period, and we will bring it back into compliance as soon as we can enter following 18/03/2026.
Percentage of money lost due to empty homes: 0.80%
Target met - Our target is 0.80%
Average time to let a property (general needs): 25.2 days
Target not met - Our target is 22 days
Why?
Re-let times have increased slightly from 24.9 days to 25.2 days. This slight variation is not unexpected and reflects seasonal factors. Performance often dips during the Christmas period, when prospective tenants are less inclined to move. Some essential works may also be delayed due to contractor availability over the holiday period.
Overall, re-let performance has shown consistent improvement during the year. Since August, re-let times have improved month on month, reducing from 26.1 days and demonstrating sustained positive progress.
Weekly performance review meetings continue with Ian Williams, providing regular scrutiny of progress and robust challenge against agreed targets. This ensures operational issues are addressed promptly and recovery actions are implemented where required.
Despite operational pressures, demand for General Needs housing remains strong, with consistently high levels of interest across all property types. This sustained demand supports continued focus on minimising void loss and maintaining efficient turnaround times.
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.