Performance in August 2026
Percentage of money lost due to rent arrears (general needs): 3.43%
Target not met - Our target is 2.9%.
Arrears have been increasing since July. Four patches have seen an increase, while six have seen a reduction. Three of the four patches with an increase have been covered by different colleagues since November because of staff absence and vacant posts. We are checking the rent accounts in these areas every week. We are also looking more closely at one patch to understand why arrears have increased.
A new Housing Officer will join us in October. She has a lot of experience in helping to recover unpaid rent and will take over one of the patches that has had temporary cover since November.
Percentage of customers satisfied with call handling: 93.8%
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: 88.6%
Target met - Our target is 85%.
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: 99.97%
Target not met - Our target is 100%
Two homes have overdue gas safety checks. In both cases, we have asked the court to help us gain access and are waiting for court dates. We will continue to closely monitor both cases until we can access the homes and complete the safety checks.
Percentage of money lost due to empty homes: 0.96%
Target not met - Our target is 0.80%
Several homes were empty for longer than usual at the beginning of the year while major work was completed. We now have no homes that have been empty for a long time, and we have cleared the backlog of major work. We expect performance to improve over the coming months as homes are let more quickly and the impact of previously empty homes reduces.
Average time to let an empty home (general needs): 19.9 days
Target met - Our target is 24.2 days
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.