Performance in April 2026
Targets are the proposed 2026/27 targets. These are awaiting approval from Board.
Percentage of money lost due to rent arrears (general needs): 2.75%
Target met - Our target is 2.9%.
Percentage of customers satisfied with call handling: 100%
Target met - Our target is 93%.
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: 83.1%
Target not met - Our target is 85%.
Satisfaction with repairs carried out by Ian Williams has continued to improve following the changes and service improvements introduced during 2025/26 and is now achieving target levels. However, overall satisfaction continues to be affected by lower satisfaction with repairs undertaken by our heating contractor, 0800 Repairs.
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: 1.03%
Target not met - Our target is 0.80%
Void loss is currently £3,777 above target. There was an increase in the number of empty properties in March. A number of these remained empty throughout April due to the extent of the repair work required.
Average time to let a property (general needs): 24.6 days
Target not met - Our target is 24.2 days
Performance has improved every month over the past year. We review re-let performance every week in meetings with Ian Williams, Housing Services and Property Services. This helps us stay focused on delivering improvements and getting homes ready to let as quickly as possible.
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.