The FirstPort Group has released its Quarterly Service Update for Q2 2026, continuing its commitment to greater transparency and customer-first service delivery across the business.
This quarter marks a full year since FirstPort first introduced its Quarterly Service Update metrics in Q2 2025. Over the past twelve months, the company has made steady improvements across the business, delivering a better service for customers and greater transparency in how it operates – progress that is reflected in the results reported this quarter.
The latest update reports on service performance across the second quarter of 2026, covering:
- Property inspections and repairs
- Property management training and qualifications
- Customer portal use and engagement
- Complaints and customer insight
Highlights from Q2 2026 include:
30,745 property inspections completed
Property inspections rose from 23,897 in Q2 2025 to 30,745 in Q2 2026, a 29% increase within a 12-month period.
Regular inspections help us identify potential repair issues earlier. This has also contributed to a 32% reduction in maintenance requests raised by residents over the same period.
Property management training and professional development continued across the business
There has been a 17% year-on-year increase in the number of FirstPort colleagues with The Property Institute (TPI) property management Level 2 qualifications since Q2 2025. Across the organisation, over 43% of all FirstPort colleagues are now TPI Level 2 qualified.
This ongoing investment in professional development is ensuring colleagues have the skills and up-to-date knowledge to resolve issues quickly and deliver a consistently high standard of service.
Customer portal engagement continued to grow
There were 10,703 new registrations to our customer portal during Q2 2026, alongside strong login activity between April and June.
Continued growth reflects our ongoing efforts to make the portal easier for residents to access and use.
Complaints continued to reduce year-on-year
Complaints fell by 5% within the 12-month period, with Q2 2026 seeing 1.13 complaints per 1,000 homes.
This continued reduction reflects the positive impact of the improvements we have made across our services over the past year.
First-time resolution and customer contact both improved
More than 67% of customers had their query fully resolved at first contact in Q2 2026, an improvement on previous performance. At the same time, overall customer contact reduced by more than 17% across the 12-month period. This reflects continued improvements to the customer journey, ensuring our residents can easily access information and support when they need it.
As we mark one year since launching our Quarterly Service Updates, we remain focused on using performance data and customer insight to drive continuous improvement across the business. The positive progress seen across many of our key metrics over the past 12 months reflects the ongoing work being carried out to strengthen our services, enhance the customer experience and deliver greater transparency for residents.
Our next Quarterly Service Update will be published in October.
