Performance in February 2026
Percentage of money lost due to rent arrears (general needs): 3.23%
Target not met - Our target is 2.9%.
At the end of the quarter, arrears exceeded the target by 0.33%, equating to £70,755.
We also identified an issue with our housing management system. This was causing some rent accounts not to appear on Housing Officers’ arrears reports. All affected accounts have now been reviewed, and appropriate actions have been taken. A week after this figure was reported, rent arrears were reported at 2.73%.
The Housing Officer team is now almost back at full capacity. This means that the team can address lower-level arrears cases and work with these customers to ensure they are supported, and their rent payments can be made.
Percentage of customers satisfied with call handling: 92.7%
Target met - Our target is 89%.
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: 84%
Target not met - This is below our target of 86%.
Why? Customer satisfaction with the repairs service increased to 84% in February, up from 80.2% in January. We will continue working closely with our contractors to ensure customer feedback leads to consistent service improvements.
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: 99.82%
Target not met - Our target is 100%
One property became overdue due to a closure order, which restricted access. This order was lifted on 18/03, and the gas safety check has since been completed. There are no more access-related issues impacting compliance.
Percentage of money lost due to empty homes: 0.79%
Target met - Our target is 0.80%
Average time to let a property (general needs): 25.2 days
Target not met - Our target is 22 days
Why? Overall, re-let performance has demonstrated steady improvement over the year and improved month-on-month since August.
We are continuing our weekly performance review meetings with Ian Williams. During these, we assess progress and challenge unmet targets.
This approach ensures that issues are addressed and that we take action to put things right or improve where needed.
Demand for General Needs housing remains high. There are consistently high levels of interest across all property types.
We remain focused on ensuring vacated homes are ready for new tenants as soon as possible.
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.