Our Performance

How We’re Performing

We are committed to providing high-quality services to our residents. In this section, you can see how we are performing in Quarter 1 of the year across key areas, including repairs, customer satisfaction, complaints, safety, and financial management, helping us remain accountable and transparent.

Asset Management & Compliance

Measure	Target – 2026/27	Actual – Quarter 1	Status
Maintenance Spend as % of Rent	35.8%	7.8%	🟢
Satisfaction with Repairs	99%	99%	🟢
Reactive Repairs Completed Within Target	98%	97%	🟠
Emergency Repairs Completed on Time	100%	100%	🟢
Urgent Repairs Completed on Time	100%	100%	🟢
Repairs Completed First Time	95%	99%	🟢
Average End-to-End Repair Time	5 Days	6.12 Days	🟠
Routine Repairs Completed on Time	97%	100%	🟢
Fire Risk Assessments Completed	100%	100%	🟢
Outstanding FRA Actions	0	0	🟢
Lift Inspections Completed	100%	100%	🟢
Homes Failing Decent Homes Standard	0	0	🟢
Damp & Mould Cases Responded to Within 24 Hours	100%	100%	🟢

Complaints

Measure	Target 2026/27	Actual – Quarter 1	Status
Complaint Numbers	≤ 12 complaints per year	1 complaint received	🟢
Stage 1 Resolution	100%	100% (1 of 1 complaint resolved at Stage 1)	🟢

Customer & Housing Services

Indicator	Target – 2026/27	Actual – Quarter 1	Status
Rent Collection	100%	99.5%	🟢
Service Charge Collection	100%	101.6%	🟢
Rent & Service Charge Arrears	<0.50%	0.54%	🟠
Average Re-let Time	21 Days	16.5 Days	🟢
Overall Tenant Satisfaction	95%	99%	🟢

Financial Performance & Value for Money

Measure	Target – 2026/27	Actual – Quarter 1	Status
Gearing (Assets/Reserves)	< 60%	11.7%	🟢
Gearing (Housing Assets)	< 60%	13.3%	🟢
Interest Cover	> 1.10	10.25	🟢
Liquidity	> 1.00	5.63	🟢
Operating Margin (Including Sales)	-3.1%	12.7%	🟢
Operating Margin (Excluding Sales)	-13.2%	4.0%	🟢
Bungalow Sales	4 per year	3 achieved	🟢

People & Governance

Indicator	Target – 2026/27	Actual – Quarter 1	Status
Board Attendance	75%	89%	🟢
Staff Turnover	35%	21%	🟢
Annual Sickness Absence	10 Days	19 Days	🔴
Short-Term Sickness Absence	5.5 Days	7.6 Days	🟠