Performance in December 2025
Percentage of money lost due to rent arrears (general needs): 2.95%
Target not met - Our target is 2.9%.
Rent arrears are currently just outside target by 0.05%. This is in line with historic patterns, which usually show an increase in arrears following the Christmas period.
Although arrears returned to within target the following week, the overall trend shows a gradual upward movement. We will continue to monitor this closely and carry out more detailed analysis over the month to understand what is driving the change and whether any action is needed.
Percentage of customers satisfied with call handling: 85.7%
Target not met - Our target is 89%.
In December, we received fewer satisfaction survey responses than expected while system updates were being carried out. During the same period, there was a two-week increase in service requests because it took longer to answer the out-of-hours emergency telephone line. This affected the satisfaction scores for that time. We are working with Orbis Protect to ensure consistent call waiting times.
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: 71.7%
Target not met - This is below our target of 86%.
Why? Customer satisfaction with the repairs service in December was 71.7%. Customers said the main reasons for dissatisfaction were repairs not being completed, missed appointments, and electrical work issues. This feedback is helping us improve the service, with continued contractor engagement, stronger oversight, and follow-up with affected customers.
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: 99.94%
Target not met - Our target is 100%
Four homes' gas safety certificates were overdue during this period. The reason was that we could not access the homes. The cases were managed in line with the full no-access and escalation process.
Percentage of money lost due to empty homes: 0.77%
Target met - Our target is 0.80%
Average time to let a property (general needs): 24.9 days
Target not met - Our target is 22 days
Why? Re-let times have improved each month since August and reduced by a further day in December.
Weekly performance review meetings with Ian Williams continue, where progress is checked and performance is measured against agreed targets.
Despite these operational challenges, demand for General Needs housing remains strong, with high levels of 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.