Performance

Keeping customers safe remains our top priority. During the quarter we maintained strong performance across gas, electrical, asbestos and lift safety checks, while continuing to improve how we monitor and manage compliance activity. More than 80% of homes now achieve an EPC rating of C or above, helping improve energy efficiency and reduce running costs for customers.  

Damp and mould remains a key focus. Inspections continue to be completed quickly, with urgent cases inspected within required timescales. However, some more complex cases are taking longer to fully resolve than we would like.  

To improve this further, we have recruited a dedicated in-house damp and mould team. This will provide greater control, accountability and capacity, helping us reduce completion times and improve the customer experience.  

We continued to support customers to sustain their tenancies, with strong performance across tenancy sustainment, safeguarding and anti-social behaviour services. Early tenancy failure remains below target and safeguarding performance continued to improve during the quarter.  

We are continuing to review feedback from customers about tenancy support, community safety and neighbourhood services so we can better understand customer needs and improve the support available. 

Repairs performance remained strong throughout the quarter, with more than 99% of emergency repairs and almost 99% of non-emergency repairs completed within target timescales.  

We are pleased that complaint volumes reduced compared with the same period last year, while all complaints continued to be responded to within published timescales. This reflects improvements in complaint handling and early resolution.  

However, customer feedback shows there is still more to do. Across complaints, service requests and everyday customer contact, the most consistent message is that customers want clearer communication, better updates and confidence that someone is taking ownership of their issue.  

Improving communication and customer experience will remain a key focus throughout the year. We are working across services to strengthen ownership, provide more timely updates and reduce the need for customers to chase for information.  

We saw improvements in several key areas of customer satisfaction during the quarter. This included overall satisfaction, satisfaction that homes are well maintained, feeling listened to, satisfaction with communal areas, feeling treated fairly and with respect, and satisfaction with our contribution to neighbourhoods and communities.  

While this progress is encouraging, feedback also shows there is more to do, particularly around complaints handling, repair communication and keeping customers updated about issues that matter to them. We will continue using customer feedback to help prioritise improvements.  

Customer feedback and engagement influenced 32 decisions across the organisation. This included helping us make reasonable adjustments, improve accessibility and ensure services are responsive to individual needs.  

Customers are currently helping us co-design key policies and influence how services are delivered in future. This includes helping shape our approach to new housing standards that focus on our people’s skills, behaviours and the quality of customer service. Customers are also helping us review how services can better meet different needs and expectations.  

Alongside this, we are establishing a new Customer Committee which will give customers a stronger voice in influencing decisions, reviewing performance and helping us improve services. The committee will play an important role in holding us to account and making sure customer views shape future priorities.  

Rent collection remains strong and rent lost through empty homes remains below target levels. This helps ensure we can continue investing in homes, services and support for customers.  

We will continue to focus on providing value for money, reducing avoidable costs and making sure resources are invested where they can make the biggest difference for customers and communities.  

We are continuing to invest in colleague wellbeing, learning and development to help create a workplace where people feel supported and able to do their best work.  

We’re also working to build an inclusive workplace that reflects the communities we serve. When colleagues feel valued and supported, customers receive a more consistent, responsive and reliable service.