During 2024-25, we carried out 1,606 repairs of all kinds. In total, we spent £827,227 on day-to-day repairs.

We completed 99.32% of our emergency repairs on target, as well as 99.46% of our urgent repairs and 98.65% of our routine repairs. All of our homes had their annual gas safety check.

For non-emergencies, we aim to work to a higher standard than expected by our regulator. We call this our gold standard. We met our gold standard timescale targets for urgent and routine repairs – by completing urgent work in an average of 2.04 days and routine work in 7.65 days. This means we compare very well to other similar landlords.

We have a contract with Acuity, an independent survey company, to carry out ongoing survey work for us, with residents who have recently had a repair done. The surveys provide us with the valuable feedback about how residents view our overall services.

During 2024-25, in interviews with 100 customers, our customer contact results were:

• Overall satisfaction: 88%
• Ease of contact: 92%
• Query resolved first time: 66%
• Overall satisfaction with call: 76%
• Kept informed: 79%
• Easy to deal with this time: 84%

In interviews with 114 customers, our repairs results were:

• Overall satisfaction: 88%
• Ease of reporting repair: 94%
• Worker’s performance: 95%
• On time: 94%
• Quality of work: 92%
• Right first time: 91%
• Easy to deal with this time: 89%

Value for Money (VfM) remains a fundamental principle underpinning both our governance and operational decision-making. Throughout the year, we embedded VfM into our financial planning, service delivery and investment priorities. Our annual budgeting process includes efficiency measures, with clear targets set and monitored in line with sector norms.

We continue to track our performance against key sector scorecard metrics and have undertaken peer benchmarking exercises to assess how we compare with similar-sized housing providers. This brings transparency about our performance and helps us to identify areas for improvement.

Membership of the BME London Landlords group and the Build London Partnership continue to add value to our work and boost our development plans.