FirstPort has published its Q3 2026 Quarterly Service Update, providing customers, stakeholders and clients with an overview of key developments, service improvements and business performance over the past three months, as part of its ongoing commitment to greater transparency and open communication.
Now in its second year of reporting, the Quarterly Service Update tracks key service performance metrics and highlights the progress being made to improve consistency, strengthen processes and enhance the customer experience. Since reporting began in Q2 2025, FirstPort has continued to deliver steady improvements across several key areas of service delivery.
The latest update covers performance across:
- Property inspections and repairs
- Property management training and qualifications
- Customer portal engagement
- Complaints and customer insight
Highlights from Q3 2026
- 29,605 property inspections completed.
- Property inspections increased from 19,621 in Q3 2025 to 29,605 in Q3 2026, representing a 50% increase over a 12-month period.
- Regular inspections help identify potential issues earlier and support a proactive approach to maintenance. This contributed to a 6% reduction in customer repair requests compared with the same period last year.
Continued investment in property management training
FirstPort remains committed to maintaining high professional standards through ongoing training and development. Over 1,100 colleagues now hold a minimum of The Property Institute (TPI) Level 2 qualification and an increasing number of colleagues across the business also hold, or are actively working towards, higher-level TPI qualifications.
This ongoing investment helps ensure colleagues have the skills and knowledge needed to resolve issues efficiently and deliver a consistently high standard of service.
Customer portal engagement continues to grow
Use of FirstPort’s customer portal, My Home, continued to increase during Q3, with 10,408 new registrations recorded during the quarter.
More than 260,000 customer accounts are now registered, with users logging into the platform over 138,000 times during Q3 to access information and manage their accounts online.
My Home was accessed more than 551,000 times over the past 12 months, giving more customers than ever convenient digital access to services, information and support.
Sustained service performance
More than 67% of customer enquiries were fully resolved at first contact during Q3 2026, maintaining the strong performance achieved in Q2 – with the average resolution time for complaints also down 9% so far this year compared to 2025.
Customer contact volumes were also 6% lower than in Q3 2025, while overall customer contact across 2026 to date reducing by more than 14% compared with the same period last year.
These improvements reflect ongoing enhancements to the customer journey, making it easier for residents to access the information and support they need.
As we move into the final quarter of 2026, we remain focused on using performance data and customer insight to drive continuous improvement across our services. The positive progress seen across many of our key metrics over the past year reflects the ongoing work underway to strengthen service delivery, improve the customer experience and provide greater transparency for residents.
Our next Quarterly Service Update will be published in January 2027.
