The FirstPort Group has released its Quarterly Service Update for Q1 2026, continuing its commitment to greater transparency and customer-first service delivery across the business.
Building on the introduction of the Quarterly Service Update metrics in September 2024, this latest update reports service performance across the first quarter of 2026, covering:
- Property inspections and resident meetings
- Property Manager training and qualifications
- First-time resolution of customer enquiries
- Complaints and customer feedback
- Customer portal usage and engagement
Highlights from Q1 2026 include:
32,171 property inspections completed
This represents a 35% increase in completed inspections since the last quarter, driven by improvements to inspection systems, stronger operational oversight, and a seasonal rise in routine inspections at the start of the year.
A total of 6,883 resident meetings were held during the quarter.
Resident meetings continue to play a vital role in building trust, strengthening relationships and ensuring residents feel supported.
Rikki McMachan, Operational Director for the South West, says:
“Resident meetings are about building strong, trusting relationships and making sure that residents know that FirstPort is there to support them. They provide an important opportunity to listen to residents’ concerns, respond to feedback, and work collaboratively to address issues and improve the experience across our developments.”
First time resolution rates remain consistent, with 7 out of 10 customer queries fully resolved at first contact.
This performance aligns with the previous quarter and demonstrates ongoing stability in customer service delivery. First-time resolution means customers receive clear, professional support without the need for follow-up calls or escalation.
Rebekah Barwell, Customer Excellence Director for the North of England, explains:
“Our regional customer service teams have the strong local knowledge to resolve queries first time. By working closely with Property Managers, our teams have the confidence and insight to provide clear and timely answers for customers.”
Customer complaints stood at 1.09 complaints per 1,000 homes.
Complaint volumes increased compared with Q4 2025, reflecting a typical seasonal rise following the annual issue of service charge estimates at the start of the year. Despite this, year‑on‑year performance remains strong. Complaints in Q1 2026 were 2.7% lower than Q1 2025, when the rate stood at 1.12 complaints per 1,000 homes. This shows that overall complaint levels continue to improve despite predictable seasonal fluctuations.
Customer portal engagement continued to grow.
During Q1 2026, there were 10,067 new registrations and more than 140,132 logins between January and March. Growth has been supported by recent portal improvements, including a more intuitive registration and login experience and the ability for occupiers to register without requiring prior permission from unit owners. These enhancements have made it easier for customers to access information and manage their accounts independently.
Property Manager training and professional development continued across the business.
A further 67 colleagues completed The Property Institute (TPI) Level 2 qualification, bringing the total number of colleagues holding Level 2 certification to 1,114. Across the organisation, almost 40% of colleagues have now completed TPI qualifications, including Levels 2, 3 and 4, reinforcing FirstPort’s commitment to professional standards and continuous development.
Luke Todd, Associate Director, Later Living, says:
“TPI training and qualifications give our teams the confidence, credibility, and support they need to grow, lead, and deliver a stronger service for residents. When colleagues are supported to grow and develop, they are better equipped to respond to residents’ needs, provide clear advice, and lead with assurance. Bringing teams on that journey is essential, as it ultimately drives more consistent outcomes and a better experience for our residents.”
The next Quarterly Service Update, covering Quarter 2 2026 (April–June), will be published in July.
