The FirstPort Group has released its second Quarterly Service Update for Q3 2025, showcasing its ongoing commitment to setting industry standards for transparency while enhancing services for customers.
This new update presents key service performance metrics, consistent with the first report issued in September 2025:
- Development visits and resident meetings
- Property Manager training and qualifications
- First-time resolution of customer enquiries
- Complaints and feedback
- Customer portal interactions
The Quarterly Service Update builds on previous data provided to Government on service charges across the developments FirstPort manages and how these track against industry benchmarks.
Commenting on the Quarter 3 results, Martin King, Managing Director of FirstPort said:
“The report reinforces our commitment to driving greater transparency across the sector. As leasehold reform and the shift toward commonhold progress, we recognise the increased scrutiny from MPs on our business and the wider industry. We’ve responded proactively, engaging directly with MPs and customers. We’re pleased to see this positive trajectory and continued improvements reflected in the figures, including a reduction in complaints to 1.16 per 1,000 homes.”
FirstPort continues to place a strong focus on Property Manager training and qualifications, recognising this as a vital area for building trust and confidence with customers. 1,051 colleagues in total had completed The Property Institute’s Level 2 qualification by the end of Quarter 3, with over 100 additional colleagues currently studying for Level 3.
The Quarter 3 report (covering July to September) 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.
The next update, covering Quarter 4 (October–December), will be released in early 2026.
