Our Q2 2026 update covers April to June, continuing on our commitment to providing greater transparency and customer-focused service delivery across FirstPort.
You can read our news article about Q2 results here.
Property inspections and repairs
PROPERTY INSPECTIONS
INCREASED FROM
23,897
Q2 2025
30,745
Q2 2026
THIS REPRESENTS A
29%
increase within a
12-month period
RAISING REPAIRS
32%
reduction in maintenance requests from residents
The increase in completed inspections has been driven by improvements to inspection systems and stronger operational oversight. Regular inspections help us identify potential repair issues earlier, reducing the need for residents to raise repair requests.
Property management training
TOTAL INCREASE
17%
increase in The Property Institute (TPI) Level 2 qualifications within a 12-month period
TOTAL TPI QUALIFIED
43%
of all FirstPort colleagues are TPI Level 2 qualified
Customer portal
MORE CUSTOMERS ARE CHOOSING DIGITAL SELF-SERVICE
10,703 new registrations for our customer portal, and more than 150,773 logins from April to June.
MORE CUSTOMERS ARE CHOOSING DIGITAL SELF-SERVICE
- Report repairs
- Raise enquiries
- View documents
- Check account details
- Read development updates
Customers logged into the My Home portal more than 471,000 times over the last 12 months, demonstrating continued demand for digital access to services, information and support.
Customer insight
REDUCED THE NUMBER OF COMPLAINTS RECEIVED
5%
decrease in complaints within a 12-month period
1.13 complaints per 1,000 homes during Q2 2026.
ISSUES RESOLVED AT FIRST CONTACT IMPROVED
67%
of customers had their query fully resolved at first contact in Q2 2026
RAISING REPAIRS
17%
Reduction in contact from customers raising cases with FirstPort
The reduction in customer contacts reflects continued improvements to the customer journey, ensuring our residents can easily access information and support when they need it.