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 2024/25 on this page here. We contacted customers via email and telephone in July and August 2024, receiving 1,301 responses. This equates to 18% of our customers. 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 October to December 2025.
- The latest ‘experience survey’ results from October to December 2025.
Overall satisfaction with Irwell Valley Homes October to December 2025.
Between October and December 2025 the overall satisfaction rate was 90%. This is an increase of 3% compared to between July and September 2025.
How we performed against the safety and quality standard
Performance data: October to December 2025.
Emergency repairs
Emergency repairs completed within the target timeframe. This compares to 98.7% in the previous quarter.
Non-emergency repairs
Non-emergency repairs completed within the target time frame. This compares to 72.8% in the previous quarter. Performance in this area has been affected by a drive to complete older outstanding jobs.
Diagnosis
The percentage of repairs diagnosed and fixed on the first visit. This compares to 88% in the previous quarter.
Home improvements completed
Including things like new kitchens, bathrooms and communal painting and decorating.
Customer experience survey results October to December 2025
We designed these surveys with our customers.
The percentage of customers satisfied with the service
Gas repairs
This compares to 98% in the previous quarter.
Responsive repairs
This compares to 87% in the previous quarter.
Satisfaction with time taken from first report to visit
This compares to 84% in the previous quarter.
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:
- Increasing investment in the repairs service to improve waiting times.
- Moved our trades people to work in area-based teams - reducing travelling time and helping our colleagues to get to know our homes and customers better.
- Developing automated communications to customers about their repairs to keep them informed.
- 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. We are working hard to bring waiting times for our repairs service down and customers have started to see improvements.
How we performed against the transparency, influence and accountability standard
Performance data: October to December 2025
Number of complaints received
This compares to 222 in the previous quarter.
How involved customers shaped our work October to December 2025
We met with customers on the Resident Scrutiny Panel and Irwell Valley Foundation Panel between October and December.
We also recruited 9 customers onto our new Customer Committee of the Board - which now forms part of our governance structure, taking customer voice to the highest level in our organisation.
We held a 'Welcome to Irwell Valley Homes' induction day for the committee members; organised relevant training and began preparations for their first meeting which takes place in January 2026.
We also held our annual festive get together for all customer groups, providing a chance to get to know residents from different areas of Greater Manchester and develop understanding of the different opportunities to get involved.
Our Resident Scrutiny Panel continued their review into our rents and financial inclusion service.
Activities so far have included:
- Taking a deep dive into what the service does with our rent support officers
- Reviewing communication about rent support and financial inclusion campaigns
- Evaluating our policies and rent arrears proceses
- Researching good practice for how to improve.
We also continued to work through the action plan from the RSP review into our Voids and Lettings service.
You can read the action plan and find out more about progress against it here.
We issued our autumn/winter building safety updates to all customers, produced with input from members of our Building Safety Group.
Their suggestions and recommendations included:
- adding a film clip to show what the sprinkler alarm sounds like.
- including further images to show off points more visually.
- producing a 'safety check-list' to allow customers to run through the different elements they should consider when working to keep their home safe.
We gained customer insight and feedback on our pest policy and rent to buy policy.
Our Customer Communications Group provided feedback on our winter newsletter, quarterly Community Newsletters and our Customer Annual Report.
Feedback and learnings from complaints was incorporated via our ongoing transformation projects centred on improving customer experience and our repairs improvement project.
This includes moving both teams to an 'area based' model to make our teams more visible and approachable in the neighbourhoods we serve. This is something we have heard through customer feedback via many different channels.
This new way of working also helps our colleagues to develop stronger relationships and build up knowledge of the homes and customers in their area.
Aside from these two major transformation projects, complaints learning and actions this year have included:
- Introducing an anti-social behaviour checklist for our customer service team to help us capture as much information about the situation as possible the first time someone contacts us.
- Carrying out refresher training for planners who manage repairs and trades' diaries to help jobs get done more quickly for customers.
- A process change when inspector jobs are booked in which highlights the time required on a job - helping to ensure they have enough time to complete all the necessary steps. This reduces the risk of follow on appointments being needed and is more convenient for customers.
- Sharing information with customers about the impact of bad weather on our repairs service, which you can read here on our website. This helps customers understand what to expect.
- Updating a procedure in the rents administration process to make it clearer and more transparent for customers.
Customer experience survey results October to December 2025
Customers feel we treat them with dignity and respect
This compares to 90% in the previous quarter.
Customers feel they are kept informed and communicated with
This compares to 87% in the previous quarter.
Satisfaction with complaints
This has increased from 40% in the last quarter.
How we’re working to improve:
- Continuing to embed a new complaints team and process with a renewed focus on investigating themes and trends and embedding learning to improve services.
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: October to December 2025.
Fly-tipping
We spent £19,466 clearing fly-tipped rubbish this quarter.
Graffiti
There were 2 cases of graffiti reported to us this quarter which our estates team removed.
Other neighbourhood and community highlights October to December 2025
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.
We also hosted community events across our neighbourhoods, including free school meals from our Sunshine Community Café in Sale West and jobs and training fairs at our Oasis Community Resource Centre in Haughton Green.
We held our Customer Connect Day in October, which saw Irwell Valley Homes colleagues head out into our neighbourhoods together for a day of community action. From sprucing up communal gardens and hosting a DIY class for customers, to volunteering at a number of local charities doing great things in our neighbourhoods, it was fantastic to see the difference we made together.
We continued this over the festive season, with some colleagues using one of their volunteering days to give their time to support a local charity. From delivering Christmas food hampers to raising money for a women's refuge through a gift-wrapping service, our teams helped to spread a little festive cheer.
How we’re working to improve:
- Joining a new ASB best-practice service which provides regular updates, resources and training.
- Improving our approach to tackling fly tipping, rubbish, and bin areas.
- 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: October to December 2025
Relet time
The average time taken in days to re-let a home when it became available. This compares to 22.4 days in the previous quarter.
Customer experience survey results: October to December 2025
Satisfaction with new home
This compares to 86% in the previous quarter.
Satisfaction with lettings process
This compares to 86% in 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.
- Hosting community events in our neighbourhoods to raise awareness of mutual exchanges and the House Exchange national database to support customers into homes which better suit their needs.
- 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.