Our Performance

Our Performance

We want to be open and clear about how we're doing, and we do a lot! 

So, we've broken down our reporting into areas to make it easier to find the information you're interested in. 

Take a look at our results across our business versus our targets (Key Performance Indicators, or KPIs for short). Our reporting year runs from 1st April. We've broken down each year into reporting quarters, so Q1 runs between 1st April and 30th June, Q2 from 1st July to 30th September, Q3 1st October to 31st December, making Q4 1st January to 31st March. 

While you're here, we'd like to let you know information on our TSM (Tenant Satisfaction Measures) Survey is also available. 

KPI Highlights

ASB Case Handling Satisfaction

2024/25

Q4: 100%

2025/26

Q1: 100%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 100%
Target: 85%

ASB Case Outcome

2024/25

Q4: 100%

2025/26

Q1: 100%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 100%
Target: 80%

Complaints Logged on Time

2024/25

Q4: 99%

2025/26

Q1: 99%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 100%
Target: 100%

Complaints Responded to On Time

2024/25

Q4: 95%

2025/26

Q1: 91%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 91%
Target: 100%

Complaints Upheld

2024/25

Q4: 59%

2025/26

Q1: 64%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 64%
Target: 60%

Calls Handled Right First Time

2024/25

Q4: 60%

2025/26

Q1: 60%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 60%
Target: 60%

Estate Inspections Completed

2024/25

Q4: 98%

2025/26

Q1: TBC
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 
Target: 95%

Health and Safety (Compliance)

Gas Safety

2024/25

Q4: 100%

2025/26

Q1: 100%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 100%
Target: 100%

Asbestos Audits

2024/25

Q4: 100%

2025/26

Q1: 99%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 99%
Target: 100%

Electrical Safety Certificate (Communal)

2024/25

Q4: 100%

2025/26

Q1: 99%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 99%
Target: 100%

Communal Fire Risk Assessment

2024/25

Q4: 100%

2025/26

Q1: 100%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 100%
Target: 100%

Water Hygiene

2024/25

Q4: 100%

2025/26

Q1: 100%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 100%
Target: 100%

Lift Servicing (Blocks)

2024/25

Q4: 100%

2025/26

Q1: 99%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 99%
Target: 100%

Axis Call Centre Detail

Total across both contact centres in hours (general repairs and gas repairs)

Total Number Of Calls

2024/25

Q4:
Total Quarter Number of Calls: 8,537
Monthly Average: 2,846

2025/26

Q1: 
Total Quarter Number of Calls: 4,901
Monthly Average: 1,634
Q2:
Total Quarter Number of Calls: 
Monthly Average: 
Q3:
Total Quarter Number of Calls: 
Monthly Average: 
Q4:
Total Quarter Number of Calls: 
Monthly Average: 
2025/26 Monthly Year to Date Average: 1,634

Calls Lost

2024/25

Q4:
Total Quarter Number of Calls Lost: 371
Calls Lost Monthly Average: 124 / 4%

2025/26

Q1: 
Total Quarter Number of Calls Lost: 45
Calls Lost Monthly Average: 0.92%
Q2:
Total Quarter Number of Calls Lost: 
Calls Lost Monthly Average:  
Q3:
Total Quarter Number of Calls Lost: 
Calls Lost Monthly Average: 
Q4:
Total Quarter Number of Calls Lost: 
Calls Lost Monthly Average: 
2025/26 Year to Date Total Calls Lost: 
Monthly Year to Date Average: 45 / 0.92%
Target: 5%

Average Time To Answer A Call (in Minutes)

2024/25

Q4: 1 minute, 10 seconds

2025/26

Q1: 0 minutes, 17 seconds
Q2:
Q3:
Q4:
2025/26 Year to Date Average Speed of Answer: 0 minutes, 17 seconds
Target: 1 min

Repairs Completed On Time

Number Of Repair Orders Raised

2024/25

Q4: 5,888

2025/26

Q1: 3,899
Q2:
Q3:
Q4:
2025/26 Year to Date Monthly Average: 1,300

Emergency Repairs Completed Within Time

2024/25

Q4: 97.9%

2025/26

Q1: 100%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 99%
Target: 99%

Resident Convenience Completed Within Time

2024/25

Q4: 82.7%

2025/26

Q1: 97%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 97%
Target: 95%

First Time Fixes

Repairs Fixed At First Appointment

2024/25

Q4: 85.3%

2025/26

Q1: 91%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 91%
Target: 80%

Any Questions? 

If you have any questions or would like further information, please contact our Data Protection Officer at dpo@estuary.co.uk