Our regular performance updates

Improving your Service Centre experience

Between January 2026 and March 2026, customer contact with our team increased significantly, up by 21.76% compared to the same time last year. 

We received:

• 42,389 calls.
• 24,793 emails.
• 4,029 web chats. 

Although we handled more queries than usual, customer feedback was still very positive. We’re proud to report a 95.98% satisfaction rate, which is well above our 90% target. 

We don’t just focus on high scores. We’re committed to contacting every customer who says they’re dissatisfied in our surveys (a rating of 1, 2 or 3 out of 5) to understand their concerns and work to resolve any issues as quickly as possible. 

We recognise that some customers have experienced longer wait times recently, and we apologise for any inconvenience this has caused. To help reduce waiting times, we recommend using our call-back service. During this busy period, customers who chose a call-back were contacted in an average of 26 minutes, allowing them to get on with their day rather than waiting on hold. 

Providing a high-quality service remains our absolute priority. We continue to focus on reducing wait times and ensuring we’re available when you need us. 

Working together to resolve anti-social behaviour

We’re committed to creating safe, supportive neighbourhoods for all our customers. We understand how distressing anti-social behaviour (ASB) can be, and we take firm but fair action where it puts people at risk. 

We’re focused on equipping colleagues with the skills and support they need to deliver a consistent and effective ASB service. We’ve delivered four two-day ASB case management training sessions, with more sessions planned for Neighbourhood Teams – this will help us do better when it comes to early intervention, resolution, and customer support. 

Our Customer Scrutiny Panel has completed a review of our ASB services, focusing on prevention and early intervention – they’ll share their findings with us later this year. We’re also preparing for an external audit in mid-April 2026 to see where we can improve our service further. 

We continue to work in partnership with agencies to address ASB. At Birch House, joint working with Kent Police led to enforcement action, including a Suspended Possession Order for one tenant and an Injunction with Power of Arrest for another. Through training, scrutiny and partnership working, we remain focused on delivering a responsive, customer-centred ASB service and creating safer communities. Thank you for continuing to share your experiences with us - we’re listening and acting. 

Getting your repairs service right

Customers have reported more repairs than expected this quarter. 

We’ve still managed to reduce the overall number of outstanding repairs, and all older, remaining repairs from our previous contractor have now been completed. We’ve prioritised complex and older repairs to clear this backlog, and this has had a short-term impact on the average time taken to complete repairs, as well as the number completed within target timescales. 

Emergency repairs have decreased over the quarter. During this time, Mears changed providers for their handheld devices (PDAs), which led to some issues with missing updates and records. To provide assurance, our partnering team checks all emergency repairs without a recorded completion date to confirm that attendance has taken place. Mears has confirmed that the issue has now been resolved, and no issues have been reported since. 

Encouragingly, customer satisfaction has increased this quarter. With additional task team resources now in place from Mears, we expect this to continue. Thank you for your ongoing patience and support as we continue to improve the service. 

Putting things right

Between April and June 2025, we saw a small increase (3%) in the number of complaints received. While volumes have risen slightly, the overall pattern of complaints is consistent. The most notable changes were a decrease in complaints from our London neighbourhoods and an increase from Kent, where the main themes related to gardening and communal areas. 

Our compliance with response times remains strong - 99% of stage one complaints were responded to on time, with just one delayed. At stage two, we achieved 93%, with three responses falling outside of timescales. 

We also saw a small rise in the number of complaints escalated to stage two, increasing from 19% to 25%. This equates to one additional case compared to the previous period. We’re reviewing whether this increase may be linked to our ongoing work to close “cold” cases, where we’re re-establishing contact after a period of inactivity. 

We’re still focused on improving the quality of our initial responses and ensuring our follow-up actions are clear and delivered on, so you know exactly what to expect from us. 

Keeping you and your homes safe

We take safety very seriously and carry out regular checks and maintenance to ensure compliance across gas, electrical, legionella, asbestos, fire and lift safety. Our goal is to achieve 100% compliance at all times. 

In the last quarter, we achieved: 

• 100% compliance in legionella, asbestos and fire safety
• 99.91% compliance in gas safety (9 homes overdue due to no access)
• 99.97% compliance in electrical safety (4 homes overdue due to no access)
• 97.50% compliance in lift safety (1 home overdue; the property is unoccupied as the customer is currently in hospital).

Some of our checks are overdue as we can’t get access to a handful of homes. We’re actively working to gain access and complete the necessary checks, so we can ensure the safety of customers, homes and neighbouring properties. This includes following internal procedures and, where necessary, taking legal action as a last resort.