Here you can view our performance on recent years. We share our complaints statistics, results from the resident satisfaction survey, as well as staff performance at meeting the Customer Service Standards.
April 2025 - March 2026
| Target | Q1 | Q2 | Q3 | Q4 | Year end | |
| Residents satisfied with the overall service from us | 68% | 66% | 69% | 74% | 65% | 69% |
| Keeping properties in good repair | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied with the overall repairs service | 57.75% | 61% | 66% | 61% | 64% | 63% |
| Residents satisfied with repair completed in the last 12 months | 64.1% | 57% | 67% | 73% | 71% | 67% |
| Residents satisfied with the time taken to complete most recent repair | 59.9% | 56% | 56% | 64% | 69% | 62% |
| Residents satisfied that home is well maintained | 68.3% | 69% | 67% | 71% | 73% | 70% |
| Number of homes that meet the Decent Homes Standards | 100% | 100% | 100% | 100% | 100% | 100% |
| % of emergency repairs completed within target timelines | 100% | 100% | 100% | 100% | 100% | 100% |
| % of non-emergency repairs completed within target timelines | 95% | n/a | 95% | 86.6% | 93.5% | 91.7% |
| Building safety | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied that their home is safe | 72.5% | 72% | 75% | 76% | 73% | 74% |
| Gas safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Fire safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Asbestos safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Water safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Communal passenger lift safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Respectful and helpful engagement | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied that we listen to their views and act upon them | 53.6% | 57% | 61% | 65% | 64% | 62% |
| Residents satisfied that we keep them informed about things that matter to them | 76.7% | 83% | 83% | 81% | 76% | 81% |
| Residents satisfied that we treat them fairly and with respect. | 76.7% | 78% | 72% | 76% | 79% | 76% |
| Residents satisfied that we are easy to deal with | 69.3% | 74% | 73% | 66% | 74% | 72% |
| Residents satisfied with how easy it is to get hold of the right person | 64.1% | 58% | 68% | 70% | 78% | 69% |
| Residents satisfied with how we handled their query | 63% | 58% | 67% | 69% | 73% | 67% |
| Residents satisfied with outcome of their query | 74.6% | 65% | 69% | 78% | 83% | 74% |
| Percentage of residents who completed the satisfaction survey | 30% | 8% | 8% | 7.6% | TBC | TBC |
| Number of resident panel meetings held | n/a | 1 | 2 | 2 | 0 | 5 |
| Number of resident consultations completed | n/a | 1 | 3 | 3 | 3 | 10 |
| Number of residents who attended the annual open event | n/a | 75 | n/a | n/a | n/a | 75 |
The below tables show our complaints statistics for the year between April 2025 and March 2026 and complaint outcome by complaint type.
*survey completed following closure of complaint.
| Complaint (updated in May 2026) | Q1 | Q2 | Q3 | Q4 | Year end |
| Total number of Stage 1 (S1) complaints | 31 | 48 | 58 | 69 | 206 |
| Number of complaints escalated to Stage 2 (S2) | 13 | 12 | 19 | 20 | 64 |
| Number of Ombudsman referral | 3 | 2 | 0 | 1 | 6 |
| Number of MP enquiries | 2 | 2 | 5 | 7 | 16 |
| % S1 & S2 complaints acknowledgement within 5 days | 100% | 98% | 100% | 94% | 98% |
| % S1 complaints responded within 10 days (target 95%) | 90% | 83% | 81% | 86% | 84% |
| % S2 complaints responded within 20 days | 100% | 100% | 100% | 100% | 100% |
| % of complainants satisfied with the outcome of their complaint* (target 41%) | 50% | 80% | 17% | 100% | 52% |
| % complainants satisfied with complaint handling* (target 41%) | 40% | 40% | 33% | 100% | 43% |
| Number of post complaint survey returns | 10 | 5 | 6 | 2 | 23 |
| % of residents satisfied with complaint handling (from satisfaction survey, target 40%) | 42% | 41% | 58% | 42% | 46% |
| Number of S1 complaints received per 1000 units | 21.05 | 32.60 | 39.38 | 46.84 | 139.85 |
| Number of S2 complaints received per 1000 units | 8.83 | 8.15 | 12.90 | 13.58 | 43.45 |
| Number of compliments received | 0 | 4 | 2 | 4 | 10 |
| Complaint type to date (May 2026) | Upheld | Partially upheld | Not upheld | Ongoing |
| Repairs & maintenance | 127 | 11 | 9 | 0 |
| Customer service | 6 | 3 | 3 | 0 |
| Tenancy management | 14 | 12 | 8 | 0 |
| Estate services | 8 | 0 | 2 | 0 |
| Other services | 0 | 1 | 2 | 0 |
| Total | 155 | 27 | 24 | 0 |
| Your neighbourhood | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied that we keep communal areas clean and well maintained | 73.5% | 80% | 76% | 74% | 75% | 76% |
| Residents satisfied with internal communal cleaning | 77.7% | 85% | 78% | 68% | 82% | 78% |
| Residents satisfied with communal gardening | 70.4% | 70% | 83% | 78% | 78% | 78% |
| Residents satisfied with communal window cleaning | 68.3% | 72% | 78% | 80% | 77% | 77% |
| Residents satisfied that we make a positive contribution to the neighbourhood | 63% | 69% | 65% | 69% | 67% | 67% |
| Residents satisfied with our approach to handling anti-social behaviour | 54.6% | 56% | 59% | 71% | 68% | 63% |
| Number of anti-social behaviour cases relative to the size of the landlord (per 1000 homes) | n/a | 6.92 | 7.61 | 4.84 | 5.53 | 24.9 |
| Number of anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1000 homes) | n/a | 0 | 0.69 | 0 | 0 | 0.7 |
| % of estate inspections completed (general needs housing) | 100% | 100% | 100% | 100% | 100% | 100% |
| % of weekly checks/inspections completed (older persons housing) | 100% | 99.7% | 100% | 100% | 100% | 99.9% |
| % estate inspections completed (supported housing) | 100% | 100% | 100% | 99.3% | 100% | 99.8% |
| Number estates visited on estate actions days | n/a | 0 | 4 | 4 | TBC | TBC |
| Number of resident meetings held | n/a | 9 | 12 | 8 | TBC | TBC |
| % of residents who know who their housing officer is and what they can contact them for | n/a | n/a | n/a | n/a | TBC | TBC |
April 2024 - March 2025
| Target | Q1 | Q2 | Q3 | Q4 | Year end | |
| Residents satisfied with the overall service from us | 74% | 60% | 64% | 61% | 60% | 62% |
| Keeping properties in good repair | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied with the overall repairs service | 75% | 55% | 53% | 60% | 54% | 55% |
| Residents satisfied with repair completed in the last 12 months | 80% | 65% | 61% | 61% | 55% | 61% |
| Residents satisfied with the time taken to complete most recent repair | 76% | 60% | 54% | 59% | 57% | 57% |
| Residents satisfied that home is well maintained | 72% | 68% | 65% | 64% | 65% | 65% |
| Number of homes that meet the Decent Homes Standards | 100% | 100% | 100% | 100% | 100% | 100% |
| % of emergency repairs completed within target timelines | 100% | 91.87% | 97.47% | 96.20% | 86.5% | 92.7% |
| % of non-emergency repairs completed within target timelines | 95% | 91.3% | 90.81% | 93.11% | 90.92% | 91.45% |
| Building safety | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied that their home is safe | 83% | 71% | 70% | 70% | 64% | 69% |
| Gas safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Fire safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Asbestos safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Water safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Communal passenger lift safety checks completed | 100% | 100% | 100% | 100% | 100% | 100% |
| Respectful and helpful engagement | Target | Q1 | Q2 | Q3 | Q4 |