Our Q3 2026 update covers July to September, continuing on our commitment to providing greater transparency and customer-focused service delivery across FirstPort.
You can read our news article about Q3 results here.
Property inspections and repairs
PROPERTY INSPECTIONS
INCREASED FROM
19,621
Q3 2025
29,605
Q3 2026
THIS REPRESENTS A
50%
increase within a
12-month period.
RAISING REPAIRS
6%
reduction in maintenance requests from residents.
The increase in completed inspections reflects improvements to inspection systems and stronger operational oversight, helping identify potential repair issues earlier and reducing the need for residents to report them.
Property management training
MORE THAN
1100
FirstPort colleagues now hold The Property Institute (TPI) Level 2 qualification.
TPI QUALIFICATIONS
50%
of all FirstPort colleagues now hold or are studying towards a TPI Level 2 qualification – with many also holding or progressing towards Level 3.
Customer portal
CUSTOMERS ARE CONTINUING TO EMBRACE DIGITAL SELF-SERVICE
10,408 new registrations for our customer portal, and more than 138,135 logins from July to September.
24/7 ACCESS TO:
- Report repairs
- Raise enquiries
- View documents
- Check account details
- Read development updates
Customers accessed the My Home portal more than 551,000 times over the past 12 months, highlighting continued demand for convenient digital access to services, information and support.
Customer insight
ISSUES RESOLVED AT FIRST CONTACT IMPROVED
67%
of customers had their query resolved at first contact in Q3 2026, remaining consistent with Q2.
1.3 complaints were received per 1,000 homes during Q3 2026.
RAISING REPAIRS
9%
So far this year, the average complaint resolution time has reduced.
RAISING REPAIRS
14%
reduction in contact from customers raising cases with FirstPort in the last 12 months.
Fewer customer contacts reflect ongoing improvements to the customer experience, making it easier for residents to access information and support when they need it.