Our Q3 2025 update covers July to September.
Property visits
Our regional Property Managers visit the properties in their care regularly to carry out inspections and meet with homeowners and residents.
18,855
development inspections
Resident meetings
Meeting with our residents is an important part of our jobs, giving our customers a direct line to raise questions, share feedback, and stay informed about what’s happening in their community.
6,745
resident meetings held across our developments
Property Manager training
We are ensuring our people have the right skills and up-to-date knowledge to resolve issues quickly and deliver a professional service.
Congratulations to a further
89
colleagues completed The Property Institute (TPI) Level 2 qualification, bringing the total number of colleagues to have achieved the Level 2 certification to 1,051
Getting it right the first time
Our expert, knowledgeable colleagues are on hand to answer questions and resolve issues when customers contact us – no call back or escalation, just quick, professional help and support.
6 out of 10
customers had their query fully resolved at first contact
Feedback
We know things don’t always go perfectly, but we’re committed to listening, learning, and improving.
We received
1.16
complaints per 1,000 homes
Customer portal
Our customers can raise a repair, contact us, receive important updates about their property and check their bills online with My Home.
12,201
new registrations for our customer portal, and more than 104,644 logins from July to September
The Quarter 3 report highlights some seasonal variations compared to Quarter 2, particularly in the number of site inspections and resident meetings. These reflect the impact of holiday periods for both customers and colleagues.