Every three months, we take a step back to review our progress against our objectives, and see how we’re performing in delivering quality homes and services for you and the wider community.
Our financial year runs from April to the end of March, and this page offers a snapshot of how we’ve been doing between October-December 2025 – the third quarter of this year.
Safe and Happy Customers
Creating positive experiences for our tenants is at the heart of everything we do. Here’s how we’ve performed in key areas related to our customers:
Currently, 74% of our tenants are satisfied with the overall services we offer. This is a 6% increase since the last quarter.
We’re pleased that 80% of our tenants report feeling safe and secure in their homes. This is a 6% decrease compared to the previous quarter, so we’re keen to see how we can boost this further so everyone feels safe in our homes.
88% feel like their neighbourhood is a great place to live. This is an 8% increase compared to the previous quarter. We’re proud to contribute to vibrant communities and want to explore how we can make them even better.
78% of our customers are happy with the quality of their home (up from 70% in the final quarter of last year). We’re committed to continuous improvement and want to understand what “quality” truly means to our tenants.
Safe and Happy Homes
Ensuring our properties are well-maintained and safe is crucial for the well-being of our tenants. Here’s a look at our performance in this area:
Llanw, our repairs and maintenance team completed thousands of repairs this quarter. This is a significant effort in keeping our properties in good condition.
92.5% of repairs were completed on the first visit. 93.39% of emergency repairs were completed within 24 hours (most of the incomplete works are due to no access).
95% of tenants were satisfied with the repair work carried out. This is a 3% increase since the previous quarter. We want to learn from the remaining 5% to find out how we can deliver an even better service, through our “Feedback Fridays” initiative.
We’ve conducted 863 damp, mould and condensation inspections since the start of the financial year. Proactive measures are key to ensuring healthy homes that stay warm and dry.
We completed 201 Electrical Installation Condition Reports last quarter. This is a formal document that assesses the safety of a home’s electrical systems, including wiring, sockets, and fuse boxes. This brings our total number of EICRs completed since the start of the financial year to 658.
We’ve completed 5411 gas services in our homes since the start of the financial year, to minimise the risk of carbon monoxide poisoning and keep our customers safe. We’re now 98.4% compliant.
Safe and Happy Places
Our commitment extends beyond just providing homes; we’re dedicated to creating and supporting thriving communities. Here’s how we’ve been contributing:
We’ve been awarded £249,950 for the regeneration of Blackmill woods , which will include a restored public pathway running through the woods, a new nature trail with community seating, and a tree nursery to preserve local seeds.
We’ve maintained two tiny forests which we planted with customers and colleagues earlier this year. Tiny forests bring the benefits of woodland to urban areas, helping to mitigate climate change and boost wellbeing.
This is just a snapshot of how we’ve performed over the last quarter. We want to ensure you, our customers, have a full understanding of our progress and the challenges we face.