Our offices are closed for the Christmas period from 5pm on Christmas Eve and will reopen on Friday 2nd January 2026.
Should you have any repairs enquiries, including Health and Safety matters, please call our Repairs Team direct on 0808 169 1969 or 0300 304 5000, option 1.
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: 96%
Q2:
Q3:
Q4:
2025/26 Year to Date Average: 96%
Target: 95%
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
Monthly Average: 2,846
2025/26
Q1:
Total Quarter Number of Calls: 4,901
Monthly Average: 1,634
Monthly Average: 1,634
Q2:
Total Quarter Number of Calls:
Monthly Average:
Monthly Average:
Q3:
Total Quarter Number of Calls:
Monthly Average:
Monthly Average:
Q4:
Total Quarter Number of Calls:
Monthly Average:
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%
Calls Lost Monthly Average: 124 / 4%
2025/26
Q1:
Total Quarter Number of Calls Lost: 45
Calls Lost Monthly Average: 0.92%
Calls Lost Monthly Average: 0.92%
Q2:
Total Quarter Number of Calls Lost:
Calls Lost Monthly Average:
Calls Lost Monthly Average:
Q3:
Total Quarter Number of Calls Lost:
Calls Lost Monthly Average:
Calls Lost Monthly Average:
Q4:
Total Quarter Number of Calls Lost:
Calls Lost Monthly Average:
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
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