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Let’s Talk Performance…
We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.
The figures below are taken from 31 December 2025 and the arrows show how we’re doing compared with the previous quarter.
69.7%
Overall satisfaction
9.1
Net Easy Score (NES)
10 minute 50 seconds
Call waiting times
72.0%
Satisfaction with well maintained homes
70.2%
Satisfaction with latest repair
40.9%
Percentage of appointments kept
76.2%
Reactive repairs completed right first time
48
Total number of complaints received
60.2%
Satisfaction with complaints handling
59.0%
Satisfaction with listening to views and acting on them
61.1%
Satisfaction with opportunities to participate in landlord decision making