Performance in August 2025
Percentage of money lost due to rent arrears (general needs): 2.91%
Target not net- Our target is 2.9%.
Why? We are very close to target. The small difference was due to the timing of some payments being processed.
Percentage of customers satisfied with call handling: 97.7%
Target met - We have exceeded our target of 89% and our score has improved since July.
Percentage of customers satisfied with the repair service: 77.1%
Target not met - This is below our target of 86%.
Why? The biggest problems are still poor communication, long waits for repairs, and repairs not being done well. We are working closely with our contractor, Ian Williams, to continue to improve this and meet our targets.
Percentage of homes with a valid gas safety certificate: 100%
Target met - Our target is 100%
Percentage of money lost due to empty homes: 0.89%
Target not met - Our target is 0.80%
Why? Most of last year’s empty homes have now been let. We’re working with contractors to speed up repairs, and our performance is still strong compared with other housing providers.
Average time to let a property (general needs): 27.2 days
Target not met - Our target is 22 days
Why? Average re-let times improved by 2 days in August. We’ve made changes to advertising and allocations, especially for Older Persons’ housing, to help homes get let faster. Some repairs are taking longer than expected, and we’re working closely with contractors to fix this. Demand for homes remains high across all property types.
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.