How we're doing

• We attended 94% of the appointments we scheduled with you.
• We completed 94% of emergency repairs within 24 hours of you reporting it.
• For routine repairs, we completed 84% within timescales (28 or 90 days, depending on the repair).
• For customers who had a repair with us, 63% told us they were very satisfied, with an overall satisfaction score 74%.

Compared to January - March 2024, we've had 17% more repairs reported to us. 

In January to March this year, we've completed 22,773 jobs and had 22,835 repairs reported in to us. Our average time for us to complete a repair once it's reported to us is 33 days. 

• We’ll get back to you to acknowledge your complaint in an average of 5 working days.
• The top reasons you’ve complained about our services are: the length of time take to sort your repair, the standard of work and missed, late or cancelled appointments.
• We resolve 97% of complaints within our timescales (10 days for a stage one complaint, a further 20 days for a stage two complaint).
• 74% of complaints are resolved at stage one.

When you make a complaint, we’ll try to get things sorted the first time you get in touch with us. If this isn’t possible, there’s a two stage process we follow, and if you’re still unhappy you can reach out to the Housing Ombudsman. There’s more on how it all works on our feedback page.

As a result of your complaints, we’ve made some changes to how we do things too. This includes adding more people to our building services team so we can respond to increase in demand, and we’ll also be introducing a new scheduling system so we can get your repairs done more efficiently. You can read our complaints reports for more information too.

If you’re interested in getting involved and influencing the decisions we make, you can join our complaints forum where you’ll get to review complaints and feedback on what you see.

• 94% of new customers or customers that have re-let their home with us were satisfied with the service we gave.
• We’ve had 93 anti-social behaviour cases reported per 1,000 homes.
• These cover reports of noise, harassment and intimidation, alcohol and drugs, and animal nuisance.
• For tenancy management cases, we resolve those within our service standard (usually 12 weeks) 82% of the time.

To improve where you live, we’ve introduced place plans. Place plans are personalised plans for where you live! We’re testing them out in Leeds and Bradford first before rolling them out across all our communities.

They work by tackling what’s not working in each area to make them somewhere you can be proud to call home. If there’s an area with a lot of antisocial behaviour, we’ll focus on that but for another area it might be that some work needs doing to shared community spaces.

PS. For all the details on our services and guidelines, please check out our customer policies where you'll find everything you need.

• On average we answered your call in 2 mins and 48 seconds.
• You’ve submitted 90 compliments and suggestions with us.

We introduced a new phone system in November 2024 to improve your experience. It lets you know where you are in the queue and it’ll make sure you get to someone who can help you with your query the first time you call.

It also links to our customer information system so when you call, our advisors will be able to see your info easily so you don’t need to explain something you’ve already called us about!

• We’ve done fire safety risk assessment in 69% of our homes.
• 99.9% of our homes have had their gas safety checks.
• 100% of our homes have had their asbestos safety checks.
• 86.3% legionella risk assessments have been completed.
• 100% of our lifts have had safety checks.

PS. These figures are annual rather than quarterly, so are from April 2024 - March 2025. Find out more about safety in your home. 

• 82% of our homes are at EPC C or above.
• 90% of our homes have had a survey on their home within the past five years to check the condition of things like roofs, windows, kitchens, bathroom and heating systems.
• 100% of our homes meet the decent homes standard, which means all our homes meet the standards the government set out for social homes.

We’re focusing on achieving net zero by 2050 across our existing and new build homes. For our existing homes, it’s not just about upgrades that improve numbers and energy rating bands. It’s about making changes that benefit you too, by helping reduce the amount of energy you need to use and pay for, for example. Look at what we’re doing on our existing homes page.

For our new build homes, we’ve developed a net zero roadmap for our new build homes. This focuses on three main areas: achieving zero gas, enhancing insulation levels and using renewable technology. 

Want to know how we’re doing? Have a read through our latest sustainability news.