Performance in November 2025
Percentage of money lost due to rent arrears (general needs): 3.08%
Target not met - Our target is 2.9%.
We were outside the target by 0.18%. This is largely due to the timing of payments to the accounts. The last 2 days of November fell on the weekend, so the payments were credited to the accounts on the 1st December.
Percentage of customers satisfied with call handling: 89.7%
Target met - We have exceeded our target of 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: 81.6%
Target not met - This is below our target of 86%.
Why? Performance has improved for three consecutive quarters as a result of an improvement plan with our contractor, Ian Williams. Although progress is positive, performance remains below target due to recurring themes identified through customer feedback, including communication, appointment availability, and the quality and completeness of repairs at the first visit.
The repair team and contractors will continue to implement improvements in these areas, with ongoing contractor engagement, strengthened oversight, and enhanced customer follow-up processes.
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: 100%
Target met - Our target is 100%
Percentage of money lost due to empty homes: 0.78%
Target met - Our target is 0.80%
Average time to let a property (general needs): 26.1 days
Target not met - Our target is 22 days
Why? Re-let times have improved month-on-month since August and reduced by a further day in November, bringing the average relet time down from 27.2 days to 26.1 days.
Demand for General Needs housing remains strong, with consistently high levels of interest across all property types.
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.