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 January-March 2026 – the final quarter of the last financial 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, 69% of our tenants are satisfied with the overall services we offer. This is a 5% decrease since the last quarter.
We’re pleased that 81% of our tenants report feeling safe and secure in their homes. This is a 1% increase compared to the previous quarter.
81% feel like their neighbourhood is a great place to live. This is a 7% decrease compared to the previous quarter.
71% of our customers are happy with the quality of their home (down 7% since last quarter). We’re committed to continuous improvement and want to understand what “quality” truly means to our tenants in order to improve.
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. 2,518 repair appointments were lost due to no access in this quarter, but our repairs hub are now making proactive calls monthly to confirm/update appointments.
91.4% of repairs were completed on the first visit. 95.2% 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. 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 538 damp, mould and condensation inspections and we’re 99.2% gas compliant. Proactive measures are key to ensuring healthy homes that stay safe, warm and dry.
We completed 465 whole home surveys in quarter four. This helps us understand how homes are operating and where money is being wasted, helping us to plan improvements to our homes.
WHQS compliance is at 34.1% due to new requirements. Ensuring our homes are safe, warm and dry is our top priority, so we’re committed to increasing our compliance.
We housed 46 people from Bridgend Council’s housing list and the priority transfer list in quarter 4, helping more people to put down roots and build a life in Bridgend.
In quarter 4 we announced 220 new homes are coming to Maesteg with lots of exciting developments in the pipeline.
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 to regenerate Blackmill woods , and we’re excited to share that work began in January. So far, we’ve installed a motorbike inhibitor gate, an otter hide and improved some of the access points to the woods.
We collected 90.95 tonnes of waste in quarter 4, to make our streets safer and cleaner. We also supported more customers to borrow our litter picking equipment, fulfilling our role as an official Keep Wales Tidy Litterpicking Hub.
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.