We measure how we are performing against the Consumer Standards and Tenant Satisfaction Measures through:
- Feedback from customers after they’ve received a service from us – our ‘experience surveys’. We report on these every three months. Customers helped us to develop these surveys.
- Tenant Satisfaction Measures (TSM). This is a regulatory requirement and combines annual performance information and the results of our annual perception survey.
- Other performance information that we report on every three months.
- Customers on our Customer Committee review this performance information and hold us to account.
- You can view the results of our annual TSM perception survey for 2025/26 on this page here. We contacted customers via email and telephone between August and October 2025, receiving 602 responses. You can read a copy of the questionnaire we used here and a summary document outlining our approach here.
Below you will find:
- Performance data. This includes the latest data from April to June 2026.
- The latest ‘experience survey’ results from April to June 2026.
Overall satisfaction with Irwell Valley Homes April to June 2026.
Between April 1st and June 30th 2026 the overall satisfaction rate was 83%. This is the same as the previous three months between January and March. There were 254 surveys completed, compared to 236 the previous three months.
How we performed against the safety and quality standard
Performance data: April to June 2026.
Total repairs
The number of repairs we completed between April and June 2026.
Emergency repairs
Emergency repairs completed within the target timeframe. This compares to 98.2% in the previous quarter.
Non-emergency repairs
Non-emergency repairs completed within the target time frame. This compares to 82% in the previous quarter.
Home improvements completed
Including things like new kitchens, bathrooms and communal painting and decorating. This compares to 963 in the previous three months.
Repairs completed on first visit.
We fixed 85% of repairs on the first visit. Factors which affected this included access to the right materials and whether the job has been diagnosed correctly at first, as well as customer availability. It compares to 83% in the previous three months. We are working to improve how we diagnose a repair when it is reported to us following recommendations from our Resident Scrutiny Panel as part of their Repairs Review.
Customer experience survey results April to June 2026
We designed these surveys with our customers.
The percentage of customers satisfied with the service
Gas servicing
This compares to 96% in the previous quarter. 100 surveys were completed, compared to 110 in the previous three months.
Responsive repairs
This compares to 89% in the previous quarter. 94 surveys were completed, compared to 78 in the previous three months.
Satisfaction with time taken from first report to visit
This compares to 90% in the previous quarter. 94 surveys were completed, compared to 77 the previous three months.
Planned works/improvements
We have no results to show for this measure for this quarter. From January 2026 we have added a prize draw incentive to our experience surveys to try and encourage more customers to complete them.
How we’re working to improve:
- Improving how our area teams work together in our neighbourhoods, building on the improvements that have already been made through reduced travel time, and increased knowledge of our homes and customers.
- Enhancing automated communications - including use of two-way text messaging - with customers about their repairs.
- Gathering more data about our homes to help us plan and prioritise improvements to our homes.
A decent and safe home is our number one priority for our customers."
How we performed against the transparency, influence and accountability standard
Performance data: April to June 2026
Number of stage 1 complaints
We closed 254 stage 1 complaints between April and June 2026.
Number of stage 2 complaints
We closed 89 stage 2 complaints between April and June 2026.
Percentage stage 1 complaints dealt with within agreed timescales
The percentage of stage 1 complaints dealt with within the 10 working days timescale or with an agreed extension.
Percentage stage 2 complaints dealt with within timescales
The percentage of stage 2 complaints dealt with within the 20 working days timescale or with an agreed extension.
How involved customers shaped our work April to June 2026
Our Customer Committee met in May for the third time.
Some of the outcomes either delivered or underway since the launch of the Customer Committee in January include:
- Enhancing how we involve customers in complaints learning through the creation of a new Customer Complaints Review group.
- Re-naming our Neighbourhood Officers as Housing Officers, to better reflect their role and responsibilities and make it clearer for customers.
- Ensuring our new corporate plan – ‘building on what matters’ – is concise and accessible, and focused on a smaller number of core goals to ensure it is realistic, deliverable and targeting customer priorities.
- Strengthening how social value is captured and reported on through our new development strategy, ensuring that the benefits of new homes are felt beyond those who move into the development.
- Providing further context to the performance data we share quarterly on our website, to make it more transparent for customers.
- Producing more ‘you said, we did’ content across all communications channels, to share the impact of customer involvement more prominently and inspire further engagement.
Our Resident Scrutiny Panel completed a range of activities as part of their Repairs review, including:
- Health and safety audit: Shadowing a repairs supervisor as he completed a health and safety audit of a joiner.
- Toolbox talk: Attending a Toolbox Talk, hearing the latest performance updates and collaboration around current issues and challenges.
- Customer Service team and Planning team shadowing: Three members spent an afternoon in the office with the planning team, observing how appointments are taken, booked in and communicated with customers.
- Contractor interviews: A member joined the tender interviews for the appointment of contractors to support the delivery of repairs outside of the capacity or skills of the in-house Irwell Valley Homes team.
- Colleague briefings and Q&A sessions: Members met with the Head of Repairs and Maintenance and an Area Repairs Manager.
- Mystery shop: Reporting of an emergency repair and the experience of the customer service team.
- Performance data: Members reviewed the latest performance data and customer satisfaction levels for the repairs service, in comparison to before the transformation programme.
Their recommendations and the supporting action plan will be published here on our website in August.
.
We gained customer insight and feedback on our rent to buy policy.
Our Customer Communications Group provided feedback on our July rent statement for customers in arrears.
Members also attended a focus group to help us develop the priorities for our next communications strategy.
Improvements as a result of complaints have included:
We now order key lift parts in advance and carry out more proactive maintenance, which has reduced lift downtime and disruption.
More reliable contractors and clearer standards
Contractors are now monitored more closely, work to clearer service standards, and follow a code of conduct – so tenants should see more consistent behaviour and workmanship.
Easier to speak to the right person first time
Local, patch‑based teams mean tenants are more likely to speak to the same adviser and be directed to the correct service without being passed around.
Every case now has an identified owner, even when more than one team or contractor is involved.
This should lead to a more consistent and reliable service.
Earlier in the year we held a series of workshops across our neighbourhoods where customers came together to work on a set of service standards outlining what customers can expect from us across key services.
Customers worked together with our customer engagement lead to produce the customer-friendly summary, which will help people to hold us to account more effectively.
You can now read these on our website here.
Customer experience survey results April to June 2026
Customers feel we treat them with dignity and respect
This compares to 96% in the previous quarter.
Customers feel they are kept informed and communicated with
This compares to 95% in the previous quarter.
Satisfaction with complaints
This has increased from 39% in the last quarter. There were 11 surveys completed.
How we’re working to improve:
In July we held our first meeting of a new Customer Complaints Review group to help us identify, embed and monitor how we learn from complaints, to try and help us improve and will update on their progress here each quarter as we move forward.
We listen to customers and work with them to help us shape our services. We know that customers are best-placed to help us understand what’s going well and what we need to continue, as well as where there are issues and we need to improve. All customers have valuable experiences to share - please get in touch if you’re interested in getting involved.
How we performed against the neighbourhood and community standard.
Performance data: January to March 2026
Fly-tipping
We spent £8,329 clearing fly-tipped rubbish between April and June 2026. This compares to £7,470 the previous quarter.
Graffiti
There were 2 cases of graffiti reported to us this quarter which our estates team removed. This is the same as the previous three months.
Other neighbourhood and community highlights April to June 2026
We continued to promote our programme of neighbourhood inspections on our website here and through various other channels, encouraging residents to join us.
We also continued our calendar of community drop-in events, inviting customers to call by and see us with any questions or concerns.
Our new grounds maintenance service for the Sale West and Haughton Green estates began work in April, working to an updated specification and frequency created with customers.
Our housing officers and community safety officers completed training in mediation and we strengthened and re-launched our re-charge policy so we can take action against those responsible for fly-tipping, when they can be identified.
We hosted community events across our neighbourhoods, including free school meals from our Sunshine Community Café in Sale West during May half term and jobs and training fairs at our Oasis Community Resource Centre in Haughton Green.
In June our Sunshine Community Cafe in Sale West hosted a Carers Lunch for local people as part of Carers Week.
We continued recruitment for our new Community Connector opportunity - involved customers across our neighbourhoods who will work with our housing officers, engagement and community investment teams to deliver the changes and investment which matters most in their area. Find out more here.
How we’re working to improve:
- Installing new fob systems and CCTV in communal buildings.
We are committed to working together with our customers and partners in the neighbourhoods we serve to make sure that everyone can live well in their home and community.
How we performed against the tenancy standard
Performance data: April to June 2026
Relet time
The average time taken in days to re-let a home when it became available. This compares to 23.5 days in the previous quarter.
Customer experience survey results: April to June 2026
Satisfaction with new home
There were 17 surveys completed. We have no comparison with the previous quarter as there were no survey responses between January and March.
Satisfaction with condition of new home
There were 17 surveys completed. This compares to 80% the previous quarter.
How we’re working to improve:
- Continuing a project to match customers on our own transfer list with others also looking for an exchange.
- Promoting mutual exchange and right-sizing with our customers to try and help more people into a home that's right for them - including promotion of our new partnership with the Home swapper website
- Dedicating one of our Tenancy Sustainment Coaches to support new tenancies, ensuring customers with complex needs receive the support they need to succeed in their new home.
Everyone deserves a safe and decent place they can call home. We're providing affordable homes for those most in need, and ensuring our existing customers are in homes which meet their needs.