Performance in May 2026
Percentage of money lost due to rent arrears (general needs): 3.26%
Target not met - Our target is 2.9%.
Rent arrears exceeded the target by 0.36% (£76,550) at month end. However, by the following week, arrears had reduced significantly to 0.06% (£12,889) above target.
This is because monthly direct debit payments were processed in the week after month end. Universal Credit payments were also lower than expected, and this is being investigated with the Department for Work and Pensions (DWP).
Percentage of customers satisfied with call handling: 93.5%
Target met - Our target is 93%.
About this data
After every call to our Customer Service Team, we send a quick text message asking how satisfied customers were with the help they received.
Responses are scored on a scale of 1 to 5, and customers can also leave comments to share more about their experience.
This information is collected separately from our Tenant Satisfaction Measures (TSMs) and helps us understand how well we’re meeting customer needs in real time.
Percentage of customers satisfied with the repair service: 86.3%
Target met - Our target is 85%.
About this data
After every repair, we send a quick text message asking customers how satisfied they were with the work.
Responses are scored on a scale of 1 to 5, and customers can also leave comments to share more detail about their experience.
This information is collected separately from our Tenant Satisfaction Measures (TSMs) and gives us real-time insight into how we’re doing.
Percentage of homes with a valid gas safety certificate: 100%
Target met - Our target is 100%
Percentage of money lost due to empty homes: 0.93%
Target not met - Our target is 0.80%
During May, we let 10 homes that had major refurbishment work completed before they were ready for new customers. This work took between 51 and 170 days. Most of the homes needed damp repairs, as well as new kitchens, bathrooms and heating systems.
Completing this work meant the homes were empty for longer, increasing the amount of money lost.
Housing and Property Services colleagues have agreed an action plan to reduce the time it takes to re-let homes.
Average time to let an empty home (general needs): 19 days
Target met - Our target is 24.2 days
Update Frequency
Performance data is updated as soon as the previous month's data has been validated. We aim to ensure the most relevant and up to date information is presented here.
Find out more about how we're doing
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs) are a way of measuring how well landlords are looking after homes and helping their tenants. We publish our quarterly and yearly results.
Annual Reports & Financial Statements
Our Annual Reports and Financial Statements from the last three years are available to view.
Social Value Reports
Find out how we invest in our communities to create places where people can thrive.
Complaints
We share data about the complaints we receive and what we learn from them every month in our blog. Click below to read our latest posts.