Every day, our teams work to provide safe homes, reliable services and support when customers need us. We know that what matters most is whether we're delivering on those commitments and where we still need to improve.
Our latest performance results for April to June 2026 show positive progress in several areas. Reports of anti-social behaviour have reduced, repairs are being completed more quickly, and we continue to handle the vast majority of complaints within our target timescales. At the same time, we know there are areas where we need to do better, and we're committed to being open about both our successes and our challenges.
We regularly review our performance and compare it with our peers, which includes other English housing associations with more than 20,000 homes, that take part in Housemark’s monthly Pulse report.
Here's a look at how we're performing and the actions we're taking to keep improving our services.
Keeping customers safe in their homes and neighbourhoods
A big part of helping our customers feel safe in their homes is how we prevent and deal with anti-social behaviour (ASB). Reported ASB cases fell to 2.6 per 1,000 homes in June, down from 3.7 in March. This puts us well below our peer group average of 4.5 cases per 1,000 homes. It’s great to see the efforts of our community safety team, together with our investment in community activities and Community Action Days, are helping us make progress in this area.
We take our customers’ safety extremely seriously and are on a mission to build safer, more respectful neighbourhoods. While reported ASB has reduced, we're continuing to see wider social pressures that can affect how safe and inclusive communities feel for some residents. These include racially charged views or assumptions and conversations that question who belongs in a community. As part of our commitment to safer communities, we recently signed Bracknell Forest Council’s (BFC) Women and Girls Safety Charter,which highlights the need for immediate action to create communities where everyone can thrive without fear of violence or harassment.
We know that reports of ASB have seasonal patterns, with noise nuisance being the most common type reported to social landlords in the summer due to people socialising outside more often and later into the evening. With the high temperatures we’ve seen this summer and an unfortunate increase in ASB and domestic abuse we usually see during the World Cup, we expect to see an increase in ASB cases reported to us in Q2. We take reports of ASB and domestic abuse extremely seriously, so we make it easy for our customers to report it to our Community Safety Team, who are trained to help keep people safe at home.
Handling of complaints
The introduction of the Complaint Handling Code has continued to increase the number of complaints housing providers are receiving year-on-year, with Housemark’s 25/26 findings reporting an increase of 11.6% in stage one complaints, and a 32.9% in stage two complaints compared with 24/25. Housing providers are not only receiving more complaints in total, but a lot more are also being escalated to stage two and beyond.
When customers tell us something has gone wrong, they want us to listen, act quickly and put things right. That's why we're focused not only on responding to complaints within our target timescales, but also on learning from them and preventing the same issues from happening again.
We continue to resolve a high number (98.8%) of complaints within the target timescale, in line with our peers. This shows that our investment in complaint handling is delivering a strong, consistent service.
Delivering a good complaints service is important, but we also want to prevent complaints from happening in the first place. In a feature for Inside Housing, Natalie Hill, our head of change and service improvement explains how our root cause analysis team helped us introduce early interventions and preventative measures that have reduced noise complaints by 50% since 2023. Noise remains an issue we deal with often, but this progress shows the difference a more proactive approach can make.
Repairs speed and satisfaction
Customers always put a reliable repairs service at the top of their priority list, so we work hard to make sure we complete repairs quickly and effectively.
In June, we completed 94.5% of our non-emergency repairs on time, 5.4% above the peer average of 89.1%. We will continue to work hard and find ways to consistently improve our repairs service.
It’s also great to see that we’re consistently recording high levels of satisfaction with the repairs we complete. In June, 95% of customers were satisfied with their repair, above the peer average of 91%.
Compliance and safety
Home safety is not just about meeting compliance requirements, we want our customers to feel safe and confident in their homes. In June 2026, 98.86% of our homes had a valid gas safety certificate and 99.55% had an up-to-date Electrical Installation Condition Report (EICR). Customer safety remains our highest priority and we're continuing to work with customers to ensure every home has the required safety checks completed on time.
Re-let times
Turning homes around quickly when they become empty is critical, but we need to make sure the standard of our re-lets is high too. The vacancy rate of our homes was at 0.2% in June, meaning that we are outperforming our peer group which sits at 0.71%.
However, in June, our average re-let time increased to 29.9 days, up from 21.7 days in March. This was due to a small number of properties that took longer than normal to bring up to our standard. We're reviewing the causes of these delays and identifying opportunities to reduce turnaround times while maintaining the quality of homes before they're re-let.
Despite this increase, our turnaround times continue to make sure that homes become available quickly for those on the waiting list.
What’s next for our services?
While we're pleased to see progress in areas such as repairs, complaint handling and community safety, we know there is still more to do. We'll continue to focus on the thing’s customers tell us matter most: safe homes, reliable services and clear communication. By sharing our performance openly, we want customers to be able to see both the progress we're making and where we're continuing to improve.
You can see our full performance by visiting our performance scorecard page here.
- Tom Ramadan, Director of Customer Experience