Our latest performance updates, for Q4 2025-2026, show encouraging progress in some of the areas that matter most to our customers including improvements in complaint handling, repairs satisfaction and customer safety. While we’re pleased to see improvements, we’re not where we want to be yet.
To keep ourselves accountable, we regularly review our performance and compare this to our peers (other English housing associations with more than 20,000 homes) who take part in Housemark’s monthly pulse report.
So how did we do in Q4 and how do we compare to our peers?
Handling of complaints
Customers are telling us that speed, clarity and local resolution matter when they raise a complaint. In March 2026, 99.5% of customers had their stage 1 and stage 2 complaint resolved within timescale showing our progress in acting quickly and clearly. Whilst marginal, this continues our upward trend of meeting our complaint deadlines (in December 99.4% were resolved within timescale) and remains above our peers (at 98.5% in March 2026).
This year we’ve introduced a clearer and more consistent complaints framework across all our regions, supported by a dedicated central team handling stage 1 and 2 complaints. We’re working to embed a hands-on approach to resolutions into all areas of the business to reduce dissatisfaction and prevent escalation. We’ve put extra resource into resolving customer issues at first point of contact where possible and create a more robust triage process for complaints to resolve these in the quickest and most effective way. This approach across the organisation will take time and remains a key area of focus.
Repairs satisfaction and response
Customers always put a reliable repairs service at the top of their priority list for Abri. In March 92.7% of our responsive repairs were completed on time, above the peer average of 86.8%. With our December 2025 data showing 98.8%, complete on time, this is not where we want to be. We want to be at 100% and we’re working to address the gap.
Encouragingly, customers are proving more satisfied with their repairs. In December 94.9% of customers were satisfied, rising to 95.8% in March 2026 (and above the peer average of 89.6%).
The increased satisfaction shows that while timeliness has dipped, the overall experience and quality of our service is improving, especially following the changed introduced for Awaab’s Law.
Compliance and safety
The safety of homes is not just about compliance, it’s about ensuring customers feel safe and confident in their home every day. Our building safety compliance continues to remain consistently high, with 99.1% of homes holding a valid gas certificate and 99.8% with an up to date Electrical Installation Condition Report (EICR) in March 2026. We’re continuing to work towards achieving 100%.
Re-let times
With housing wait list at an all-time high, turning homes around quickly is critical, but not at the expense of them being high quality. In March, our average re-let time was 21.7 days, slightly up from 20 days in December. While this increase is small, we know every day matters to people waiting for a home.
Keeping customers safe in their homes and neighbourhoods
Over the last year customers have told us more about wanting to feel safe and a part of their neighbourhood. Reported ASB cases rose to 3.7 per 1,000 homes in March, up from 2.5 in December. We do expect some seasonal increase as we move towards longer, warmer days, but it’s still not acceptable.
To ensure everyone feels safe in their community we’ve strengthened our hate crime policy with customer input, improving reporting routes, and building closer partnerships with police and local authorities. As well as this, we’re continuing to invest in community activities that bring people together and hold Community Action Days, to help prevent issues before the escalate.
Supporting customers to sustain their tenancy
Despite ongoing cost of living pressures, we continue to see encouraging long-term trends in arrears decreasing, sitting at 2.75% in March 2026. This reflects our work to better support our customers in our London region, whilst maintain a consistent service across our whole operating area.
What’s next for our services?
We’re improving but we won’t stand still. We’ll continue to make improvements, shaping our services by the needs and lived experiences of our customers. We believe our customers should be able to see how their feedback is making a difference. We’ll continue to share these updates to remain transparent about how we’re doing and be accountable for improving it. You can see our full performance by visiting our performance scorecard page here.
Looking towards the future, we’re going even further. Our customers deserve reliable, responsible and empowering services. Over the last year we’ve used our data and customers’ feedback to shape our new five-year strategy, with four priorities that aim to meet the expectations of our customers today and position ourselves to deliver the ideal services of tomorrow. You can read our new services strategy by clicking this link.