The FirstPort Group has released its Quarterly Service Update for Q4 2025, 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.
The business began reporting against customer‑focused metrics in September 2024 and has now published service performance data for three quarters of 2025 (Q2, Q3 and Q4), covering:
- Property inspections and resident meetings
- Property Manager training and qualifications
- First-time resolution of customer enquiries
- Complaints and feedback
- Customer portal interactions
Highlights from Q4 2025 include:
7 out of 10 customers now have their query fully resolved at first contact.
This marks an improvement from 6 out of 10 in Q2 and Q3 2025. First-time resolution means no call-back or escalation, just quick, professional support from knowledgeable colleagues.
Gavin Vines, Customer Excellence Director for the South East, says:
“Our teams are fully trained to handle customer queries directly, without the need to refer them elsewhere wherever possible. They 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. This could be the outcome of a repair job, details of the next residents’ meeting, or an update on the development’s cleaning schedule.”
Complaints per 1,000 homes reduced by 35% from Q2 to Q4 2025.
This reflects a concerted effort across the business to collaborate with customers and address customer queries before they escalate – a vital part of building trust and confidence.
Beckie Douglas, Property Manager for the South East, highlights the importance of listening to customers and resolving concerns promptly to avoid escalation. She says:
“All customers want is to be heard. At my sites across Kent, I hold regular resident drop-in sessions where they can drop in and speak to me about any queries they have. I can take this feedback away and work on a resolution, keeping customers updated every step of the way.
A further 91 colleagues completed their TPI Level 2 training, bringing the total number of colleagues to have achieved the Level 2 certification to 1,144.
This demonstrates our commitment to ensuring colleagues have the right skills and up‑to‑date knowledge to resolve issues quickly and deliver a professional service.
Lauren Mead, Development Manager for the South East, says:
“The TPI 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. It’s all about continuous improvement, and I have ongoing opportunities to develop my skills as I work toward the next level of TPI qualifications.”
Regional Property Managers completed nearly 24,000 site inspections.
This is the highest number of inspections reported in these updates to date and reflects a sustained focus on identifying and addressing issues early, helping to maintain consistent standards across developments.
Lousie Morris, Property Manager for the East of England, commented on the importance of site inspections. She says:
“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. Through consistent on-site presence, regular engagement with contractors and residents, and clear follow-up after each visit, we identify potential issues early and help ensure developments remain safe, compliant and well maintained.”
The next update, covering Quarter 1 2026 (January–March), will be published in April.
