Performance in March 2026
Percentage of money lost due to rent arrears (general needs): 2.96%
Target not met - Our target is 2.9%.
Arrears have improved since February, when the arrears were £70,755, to the current £12,033, thanks to targeted work on the accounts flagged as issues in our housing management system. The team is also now fully resourced so will continue to work on lower level arrears accounts.
Percentage of customers satisfied with call handling: 86.3%
Target not met - Our target is 89%.
In March, there were 7 low-satisfaction scores out of 51 responses. Of these, two were primarily related to repair issues rather than the Customer Service Team: one regarding call waiting time and one regarding out-of-hours issues, but no trends were identified.
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: 91.1%
Target not met - This is below our target of 86%.
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 not met - Our target is 100%
Percentage of money lost due to empty homes: 0.82%
Target not met - Our target is 0.80%
Void loss is marginally outside of the target by 0.18%, which equates to £3,288. This is a result of some properties taking longer to repair than anticipated.
Average time to let a property (general needs): 25.1 days
Target not met - Our target is 22 days
Why? Re-let times have remained the same as February. Re-let times have improved month-on-month since August, reducing from 26.1 days.
Weekly performance review meetings continue with Ian Williams. This ensures issues are addressed promptly and recovery actions are put in place where required.
The housing team is currently working with the property services team to better understand properties that need damp work and take longer to repair. 70 properties over the year have had damp work. More analysis is required to understand the impact they have on performance.
Demand for General Needs housing remains strong, with 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.