Performance in September 2025
Percentage of money lost due to rent arrears (general needs): 2.51%
Target met- Our target is 2.9%.
Percentage of customers satisfied with call handling: 94.8%
Target met - We have exceeded our target of 89%.
Percentage of customers satisfied with the repair service: 77.7%
Target not met - This is below our target of 86%.
Why? Customer feedback highlighted that people were frustrated with appointments being cancelled and booked again multiple times.
We have a new process with the Ian Williams hub to address the re-booking issue.
We’re still working hard to finish jobs faster and reduce delays. The good news is that 98.9% of appointments were kept, which meets our target. Even though satisfaction is still lower than we’d like, we’re focusing on being more efficient and improving how contractors communicate with customers. This will hopefully mean satisfaction increases.
Percentage of homes with a valid gas safety certificate: 100%
Target met - Our target is 100%
Percentage of money lost due to empty homes: 0.83%
Target not met - Our target is 0.80%
Why? Though still not quite on target, the loss has reduced since July. All of last year’s long-term empty homes have now been let. We’re also running a pilot to test a new approach to managing empty homes.
Average time to let a property (general needs): 25.9 days
Target not met - Our target is 22 days
Why? We’re getting quicker at re-letting homes. On average, it now takes about 26 days to get a home ready and let again.
Most of this time is spent on repairs, which we’re working hard to speed up. Some homes are still being marked as “ready” before repairs are fully finished, which we're working to fix.
Even with these challenges, there’s still strong demand for homes, and lots of people are interested in moving in.
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.