Our Quarterly Service Updates highlight key service performance areas for our business, measuring the level and quality of service we provide for our customers.
Having already made significant changes to ensure our business can deliver a more responsive, customer-focused service, we are driving continued improvements of our systems, ways of working, and customer service, while making sure our people have the right skills and qualifications.
It’s important that we demonstrate the impact of these changes. That’s why we’ll now be publishing reports quarterly so that we can track our progress and contribute to wider industry transformation, reinforcing our commitment to transparency and driving service improvements across the industry.
Focus areas of the updates look at customer engagement, responsiveness, training, and transparency. Quarterly metrics cover:
- Development visits and resident meetings
- Property Manager training and qualifications
- First-time resolution of customer enquiries
- Complaints and feedback
- Customer portal interactions
“At FirstPort, we’re a business built around people and their homes. In what is an increasingly complex industry, we continue to listen and respond to feedback and focus on strengthening trust with our customers.”
You can review all our published quarterly reports below:
2025
Quarterly Service Update:
Quarter 3 2025
