We remain committed to delivering safe, warm and high-quality homes, through reliable, responsive customer services. To help ensure we’re achieving this, we regularly review how we’re performing compared to previous months, and against our peers (other English housing associations with more than 20,000 homes) who also take part in Housemark’s monthly pulse report.
As we get ready to head into the final quarter of our financial year, we’re pleased to see strong performance across many of our core services. We know there’s always more to be done though, so we’ll continue listening to customer feedback to help guide the improvements we make.
For now, here’s a closer look at each of the key themes from the Q3 report.
Complaints handling remains a priority
In December, 99.4% of Stage 1 and 2 complaints were resolved within timescale. This continues our trend of meeting complaint deadlines and performing above our peer group.
But while we resolve complaints on time, customers tell us they don’t always feel the outcome fully addresses their concerns. That’s why we’re reviewing our complaints responses, not just to meet timescales but to improve the quality and clarity of our resolutions.
We’ve spoken to some customers who’ve given us negative feedback to understand why and listened to their views to improve the customer journey, including improved communication to ensure customers are kept more informed during the complaint investigation.
We’ve also started reviewing each complaint that has escalated to identify what went wrong and where improvements could be made, as well as applying and learning from the Housing Ombudsman feedback.
Repairs satisfaction and responsiveness
Customers surveyed in December 2025 reported 94.9% satisfaction with our repairs service - an improvement on the previous month and above the peer average of 85.1%.
In the same month 98.8% of responsive repairs were completed within the target timeframe, again higher than the peer group (91.1%).
This consistency shows that changes made over the past year, including better scheduling and a stronger focus on customer communication, are having a positive impact. We know repairs are one of the issues customers care most about so we’ll continue to strengthen communication, improve first-time fixes and reduce waiting times.
In October 2025, we also entered an important new phase in how we deliver safe, high-quality homes with the introduction of Awaab’s Law. This strengthened legislation places clear expectations on social landlords to respond more quickly and effectively to reports of damp, mould and other health related hazards. Find out more about our response to Awaab’s Law here.
Using the right channels at the right time
Across the sector, digital contact now makes up 33.5% of all interactions. But research shows only 1% of UK consumers prefer chatbots, with most favouring phone (31%) or email (33%).
Our own results show we’re getting the balance right by offering a choice of channels while keeping real people at the centre of customer service.