We publish this information every three months to help customers understand how we are performing and where we need to improve.
This information was last updated in April 2026.
Your home
This section shows how we are looking after your home, including repairs, safety checks, and damp and mould work.
of emergency repairs were completed on time so far this year.
We aim to make emergency repairs safe within 24 hours of them being reported to us.
of routine repairs were completed on time so far this year.
We aim to finish routine repairs (not urgent) within 28 days of them being reported to us.
of customers were satisfied with their repairs so far this year.
Customers told us how happy they were with the repair carried out in their home.
99.8% of gas safety checks were completed on time so far this year.
We make sure every home has a gas safety check once a year.
of homes were at decent home standard
Customers told us whether they feel their home is well maintained.
1570 damp and mould cases
were opened so far this year.
of homes met electrical compliance so far this year.
Our target is 100%.
100% of homes
that needed a fire risk assessment had one in September.
Your Neighbourhood
This section shows how we are supporting neighbourhoods and communities, including tackling anti-social behaviour and investing in local projects.
36.6 anti-social behaviour cases
opened per 1,000 homes last year.
of customers said they were satisfied between April 2025 and June 2025
with how we look after shared gardens and outdoor areas in their neighbourhood.
£40million
of social value was created last year.
Customer Service and Complaints
This section shows how we are supporting customers, answering calls, and dealing with complaints.
of customers told us they were satisfied with our housing hub team
last year.
of customers told us they were satisfied with our technical hub team
last year.
77 seconds
The average time it took us to answer the phone when customers call our housing hub.
237 seconds
The average time it took us to answer the phone when customers call our technical hub.
of Stage 1 complaints were responded to within timescales last year.
We aim to resolve stage 1 complaints within 10 working days.
of Stage 2 complaints were responded to within timescales last year.
If a complaint is reviewed again, we aim to resolve it within 20 working days.
of customers were satisfied with complaints our handling
last year.
34 complaints
were escalated to ombudsman stage last year.
