Our Q4 2025 update covers October to December, rounding off a year defined by a commitment to greater transparency and enhanced customer service, and setting a benchmark for the industry in the year ahead.
You can read our news article about Q4 results here.
PROPERTY
INSPECTIONS
23,918
inspections completed
“Each site visit and inspection provides an opportunity to identify and address issues early, including those that may not yet be visible to residents, helping to prevent minor issues from escalating.”
Louise Morris, Property Manager, East of England
RESIDENT
MEETINGS
6,564
resident meetings held across our developments.
GETTING
IT RIGHT
THE FIRST TIME
7 out of 10
customers had their query fully resolved at first contact.
CUSTOMER
PORTAL
7,824
new registrations for our customer portal, and more than 121,963 logins from October to December.
“Our customer service teams bring strong local knowledge and have immediate access to regional Property Managers and support services, enabling them to provide real-time updates on everything happening within the development.”
Gavin Vines, Customer Excellence Director, South East
FEEDBACK
We received 0.77
complaints per 1,000 homes.
“The training has been incredibly valuable as industry regulation and legislation continue to grow more complex. Having clear, easily accessible guidance alongside the training ensures we always have the latest information to
support our customers.”
Lauren Mead, Development Manager, South East
PROPERTY
MANAGER
TRAINING
91
colleagues completed The Property Institute (TPI) Level 2 qualification.
