Our latest service performance data
Our latest service performance data
How we’re performing
In this section we let you know how we’re performing across the services we know are most important to residents.
We measure our performance across the year that runs from 1st April until the end of March.
We update this section every three months to show our most recent data.
Background
We have included services from our top five focus areas, which we have identified from resident feedback including the Tenant Satisfaction Measures, Complaints and our regular Big Door Knocks. We are continuing to progress work across these areas to make service improvements and deliver the best possible experience for residents.
| Service | Target by the end of March 2026 | Performance – October 2025 | Progress towards target |
|---|---|---|---|
| Efficient and timely repairs: emergency repairs – completed within 24 hours | 99% or above | 100% | On track |
| Efficient and timely repairs: routine repairs completed in timeframe | 90% | 92.1% | On track |
| Efficient and timely repairs: Number of routine repairs jobs open (work in progress or ‘WIP’) | Less than 2350 | 1375 | On track |
| Complaints and query handling: complaints answered within timeframe | 100% | 100% | On track |
| Anti-social behaviour (ASB): number of ASB cases per 1000 properties | Less than 3.9 | 2.2 | On track |
| Clean and green estate management: satisfaction that communal areas are kept clean and well maintained | Greater than 65% | 67.9% | On track |
| Digital ease and accessibility: number of contacts made using digital channels to contact us | More than 40% | 43.87% | On track |
We include more details on all of these service areas and the work we are doing to improve them on Settle Connect, our online resident engagement platform. You can register at any time to help influence the future of neighbourhoods and our services.
How we’re improving services
Highlights during the past three months have included improvements to the My Settle Portal online accounts, enabling routine repairs to be reported, tracked and changed online.
We have recently launched our Annual Complaints Performance and Service Improvement report, which you can read here.
We continue to focus on delivering our repairs service improvement plan. We are continuing to see more repairs delivered in house by our repairs team and increasing resident satisfaction with the services we provide.
Improving how we support residents to report anti-social behaviour and how we communicate around this remains a priority to us. Read more in the news story we published in early November on how we are tackling ASB by listening to residents and working more closely with partners which is helping to improve the way we work.
We have also recently updated our web pages about how we’re providing services to maintain communal spaces which you can access here Communal spaces – Settle. Read our latest news story to find out more about how resident feedback has helped to shape improvements to the maintenance of communal areas Clean and green estate management update – Listening to your feedback .