Performance in October 2025
Percentage of money lost due to rent arrears (general needs): 3.06%
Target not met - Our target is 2.9%.
We missed the target mainly because a large payment was processed after the end of the month. It was delayed due to the timing of the month-end, so it was counted in November instead of October.
Since then, our performance has been back on track.
Percentage of customers satisfied with call handling: 90%
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: 77.6%
Target not met - This is below our target of 86%.
Why? Communication is the biggest concern raised by customers, so this will be a major focus for our improvement work. We’re looking at how we share updates, appointment details, and progress information to make sure expectations are clear and consistent.
99.1% of appointments were kept, which is an increase from the previous month and 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.
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: 99.93%
Target not met - Our target is 100%
Why? At the end of the month, performance was just below the target because we couldn’t access one property in time. This has now been resolved, and we are back to full compliance. We don’t expect any further issues.
Percentage of money lost due to empty homes: 0.82%
Target not met - Our target is 0.80%
Though still not quite on target, the loss has continued to reduce since July.
Average time to let a property (general needs): 25.9 days
Target not met - Our target is 22 days
Why? Re-let times have been improving each month, but this month they stayed the same and were slightly outside the target.
A main challenge is the length of time properties spend with our repairs team before they are ready to let. We hold weekly performance meetings with our contractor to review progress and follow up on actions. Some properties are still being handed back before all repairs are finished, and this is being addressed with both the contractor and our internal teams.
Demand for housing remains strong, with high interest in 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.