Gas, fire, asbestos, legionella and lift checks

These checks are all up to date. We’ve kept performance high by improving scheduling and making sure contractors stick to agreed times. Customers told us they want more notice before visits – so we’re working on better reminders through the Calico Connect app.

Energy efficiency (EPC ratings)

We’ve made good progress on improving energy ratings. Customers have helped shape our investment priorities, and we’ve started work on insulation and heating upgrades. More opportunities to get involved will be shared through our Customer Experience Network.

Electrical safety checks

We’ve hit our targets for both 5-year and 10-year checks. Customers told us they want clearer communication about what’s being done – so we’re updating our appointment letters and adding more info to the website.

Damp, mould and condensation (DMC)
Repeat cases are down, and inspections are happening faster. But some repairs are still taking too long. Customers raised concerns about temporary fixes and poor follow-up. We’re reviewing how we close jobs and making sure repairs aren’t marked complete until everything’s sorted.

Decent homes standard

Nearly all homes meet the regulator’s standard. Where issues are found, we’re acting quickly. Customers are helping us review how we explain the difference between repairs and asset investment – this will shape future service improvements.

Tenancy sustainment

Most customers are staying in their homes for over a year, which shows our support is working. We’ve added new cases to our survey list so we can hear more about what helps people stay. Customers told us they want clearer support during tough times – so we’re reviewing how we explain tenancy sustainment and making sure help is easy to find.

Tenancy endings

The number of tenancies ending has dropped slightly. We’re working with customers to understand why people leave and what could help them stay longer. This includes feedback from our lettings survey, which showed strong satisfaction but also flagged missed follow-ups on repairs – something we’re now fixing.

Anti-social behaviour (ASB)

ASB cases are being tracked closely. Customers told us they want faster updates and clearer communication. We’re improving how ASB is reported through the Calico Connect app and reviewing how we share outcomes. A new ASB feedback process is also being tested to make sure customers feel heard.

Hate-related ASB

These cases are rare but serious. We’re working with our Customer Experience team to make sure responses are sensitive and timely. Customers have helped shape our training and we’re using real feedback to improve how we respond and support people affected.

Complaints handling

We’ve improved how quickly we respond to complaints, with nearly all Stage 1 and Stage 2 complaints answered on time. But satisfaction is still low. Customers told us they want clearer updates and better follow-through. We’ve introduced complaint training, stronger quality checks, and clearer case ownership to make sure issues are resolved properly.

Repairs

Emergency and non-emergency repairs are being completed faster. Customers praised our trades teams for being respectful and professional, but raised concerns about missed appointments and temporary fixes. We’re reviewing how we close jobs, improving communication, and updating our app to show inspection times and follow-on work.

Re-let times
We’ve cut the time it takes to re-let homes. Customers said the lettings process feels smooth and supportive, but some repairs weren’t followed up. We’re now tracking these more closely and making sure new tenants get the support they need from day one.

Responsive vs planned repairs

We’re spending more on responsive repairs than planned maintenance, which isn’t ideal. Customers told us they want more long-term fixes, not just quick patch-ups. We’re reviewing our investment plans and working with customers to shape how we manage homes in future.

Listening and acting on views

Satisfaction has dipped, and customers told us they feel less heard. We’re launching new neighbourhood Impact programmes and improving our performance update page to show how feedback leads to change. You can now see key themes and actions online, and we’re rolling out better messaging through Calico Connect.

Keeping you informed

This score dropped below target. Customers said they want clearer updates, especially around repairs and follow-on work. We’re improving app visibility for appointments and setting clearer service standards. A new communication guide is being developed to help colleagues keep you in the loop.

Complaints handling

This remains our lowest score. We’ve introduced complaint training, better case tracking, and clearer ownership. We’re also reviewing how we close jobs and making sure customers get updates at every stage. A new Customer Committee is being set up to help us improve further.

EDI data and inclusive services
We’ve improved how we collect customer data, helping us understand and meet different needs. This includes better visibility of vulnerabilities and communication preferences. We’re updating systems and training staff to make sure services are inclusive and fair for everyone.

Customer involvement

We’ve started using our Excellence Framework to track feedback and show how it leads to action. Over 1,000 pieces of feedback have already shaped 35 service improvements. You can get involved through our Scrutiny Groups, Customer Experience Network, or by joining upcoming focus sessions.

Rent collection

We’re collecting nearly all rent due, which helps us keep services running and invest in improvements. Customers told us they want clearer communication about rent and support options. We’re reviewing how we explain rent responsibilities and making sure help is easy to access if you’re struggling.

Empty homes (voids)

Rent lost from empty homes has gone up. We’re working to re-let homes faster and improve coordination between repairs and lettings. Customers said they want homes ready sooner and with fewer issues – so we’re tightening quality checks and improving follow-up on repairs before move-in.

Operating margin and interest cover

These show we’re financially stable and spending wisely. Our Annual Report explains more about how we use money to improve homes and services. Customers are helping shape future investment priorities through surveys and focus groups – and we’ll keep sharing how your voice guides our spending.

Health and safety

No accidents were reported in the past 3 months, which is a positive sign. We’re continuing to train colleagues on safe working practices and making sure any risks are spotted and dealt with early. Customers told us they value respectful, careful service – so we’re making sure safety and care go hand in hand.

Workplace culture
We’re building a culture where colleagues feel confident, supported, and able to speak up. Feedback from customers shows that when staff feel good about their work, it shows in how they treat people. We’re investing in training, wellbeing, and leadership development to keep improving.

Inclusive working

We’re also making sure our workplace is inclusive and welcoming to everyone. That includes better support for colleagues with different needs, and making sure our teams reflect the communities we serve. This helps us deliver services that are fair, respectful, and shaped by real understanding.