Performance

This section shows how we are maintaining the condition of our homes, delivering our repairs service and meeting the legal timescales for responding to hazards under Awaab’s Law.

Decency of Homes	2025-26 Actual	2025-26 Target	2025-26 Q2	2025-26 Q3	2025-26 Q4	2026-27 Q1	Status
Homes that do not meet the Decent Homes Standard	4	0	23	13	4	TBC
Homes with a valid stock condition survey (within 5 years)	99%	99%	99%	99%	99%	99%

Repairs	2025-26 Actual	2025-26 Target	2025-26 Q2	2025-26 Q3	2025-26 Q4	2026-27 Q1	Status
Repairs issued with appointments	97%	82.5%	96%	99%	99%	97%
Repair appointments made and kept	90%	90%	91%	91%	94%	96%
Emergency repairs completed on time	96%	100%	96%	98%	100%	99%
Urgent repairs completed on time	90%	90%	87%	95%	94%	93%
Routine repairs completed on time	92%	90%	90%	96%	97%	94%

Hazard | Awaab’s Law	Statutory timescale	Completion rate	Status
Emergency hazards	Completed in 24 hours	100%
Significant hazards	Inspected in 10 days	100%
	Hazard removed in 5 days (of inspection)	100%

This section shows the improvements planned for our homes and how many have been completed so far. This includes work to kitchens, bathrooms, heating systems, roofs, windows, doors and energy efficiency.

These figures show how many Stage 1 and Stage 2 complaints we received and whether they were closed within our target timescales. We also share what customers’ complaints have taught us and the improvements we are making in response.

Complaints Management	2025-26 Actual	2025-26 Target	2025-26 Q2	2025-26 Q3	2025-26 Q4	2026-27 Q1	Status
Stage 1 complaints logged	270	N/A	52	72	67	86	N/A
Stage 1 complaints closed in 10 working days	100%	100%	100%	100%	100%	100%
Stage 2 complaints logged	88	N/A	19	24	27	29	N/A
Stage 2 complaints closed in 20 working days	100%	100%	100%	100%	100%	100%

What we learned from complaints this quarter

Repairs were the largest source of complaints this quarter, with around 45% relating to incomplete work or concerns about the quality of workmanship. Our Repairs and Complaints teams continue to meet weekly to identify recurring issues, learn from complaints and make improvements.

Complaints about planned works fell overall. However, some customers raised concerns about communication and workmanship towards the end of the quarter. In response, our Planned Works and Complaints teams are providing more proactive updates, carrying out satisfaction checks and working to resolve issues earlier.

We received three complaints relating to anti-social behaviour, a significant reduction. We continue to use neighbourhood interventions, set clearer expectations and offer earlier support to help prevent issues from escalating.

Complaints also highlighted a new issue relating to redevelopment works at Waterdale Gardens and Stonedale, mainly concerning activity on site. Our Complaints and Development teams are working together to resolve these concerns consistently and contact affected customers where needed.

We are also improving the information we provide and strengthening coordination between teams so customers affected by redevelopment works receive clear, timely and consistent updates.

These measures show how quickly we answer calls and how often customers’ enquiries are resolved at the first point of contact.

The Contact Centre is now part of our newly established Customer Business Hub. Our current target is to answer 90% of calls within 4 minutes.

We are reviewing our performance measures, including how often enquiries are resolved at the first point of contact, to make sure they reflect customers’ experiences and whether people receive the help they need.

Solutions Contacts	2025-26 Actual	2025-26 Target	2025-26 Q2	2025-26 Q3	2025-26 Q4	2026-27 Q1	Status
Calls answered in 4 mins (Our target)	90%	90%	90%	94%	92%	95%
Average time to answer call	1m 22s	N/A	1m 21s	0m 53s	1m 3s	0m 46s	N/A
Cases resolved at first point of contact	76%	N/A	75%	75%	76%	74%	N/A

These figures show the number of new anti-social behaviour cases reported, including cases involving hate incidents, along with the number of safeguarding referrals made.

This section shows how many homes we have re-let, the average time taken to re-let them and the number of general needs and affordable rent tenancies ended by customers.

Lettings	2025-26 Actual	2025-26 Target	2025-26 Q2	2025-26 Q3	2025-26 Q4	2026-27 Q1	Status
Number of homes re-let	187	N/A	55	51	31	43	N/A
Actual re-let time	33 days	35 days	36 days	28 days	42 days	40 days
Tenancies terminated by customers (General needs/affordable rent)	207	N/A	55	54	44	70	N/A

These measures show how effectively we are collecting rent, managing current tenant arrears and minimising the amount of rent lost.

The change in rent collection and current tenant arrears is mainly due to an agreed change in how these measures are calculated. Rent collection now reflects income actually received, rather than including Housing Benefit payments recorded but not yet received.

This brings the measure in line with best practice, but means comparisons with previous years should be treated with care while the new approach becomes established.

Rental income	2025-26 Actual	2025-26 Target	2025-26 Q2	2025-26 Q3	2025-26 Q4	2026-27 Q1	Status
General needs rent loss	0.45%	0.48%	0.48%	0.48%	0.43%	0.5%
General needs rent collection	99.8%	99.25%	99.67%	98.56%	101.87%	98.33%
Current tenant arrears (% rent roll)	207	4.0%	3.68%	4.05%	3.53%	4.5%