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 January to March 2026.
- The latest ‘experience survey’ results from January to March 2026.
Overall satisfaction with Irwell Valley Homes January to March 2026
Between January and March the overall satisfaction rate was 83%. This is a decrease of 7% compared to October to December. There were 236 surveys completed, compared to 244 the previous three months. It is broadly in line with the same period in 2025, when overall satisfaction was 84% from 393 responses.
How we performed against the safety and quality standard
Performance data: January to March 2026
Emergency repairs
Emergency repairs completed within the target timeframe. This compares to 98% in the previous quarter.
Non-emergency repairs
Non-emergency repairs completed within the target time frame. This compares to 78% in the previous quarter.
Home improvements completed
Including things like new kitchens, bathrooms and communal painting and decorating.
Repairs completed on first visit.
We fixed 83% 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. We are working to improve how we diagnose a repair when it is reported to us.
Customer experience survey results January to March 2026
We designed these surveys with our customers.
The percentage of customers satisfied with the service
Gas repairs
This compares to 94% in the previous quarter. 110 surveys were completed.
Responsive repairs
This compares to 90% in the previous quarter. 78 surveys were completed.
Satisfaction with time taken from first report to visit
This compares to 78% in the previous quarter. 77 surveys were completed.
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: January to March 2026
Number of complaints received
This compares to 292 in the previous quarter. We are currently reviewing what we have in place to help us identify, embed and monitor how we learn from complaints, to try and help us improve. As part of this we are recruiting customers to a new Complaints Group - if you're interested in finding out more about this, please email involveme@irwellvalley.co.uk or call us on 0300 561 1111.
How involved customers shaped our work January to March 2026
Our Customer Committee met for the first time in January and held their second meeting in March.
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. We are currently setting up this workstream between customers, the complaints manager and the relevant service managers. We plan to begin this activity in July, reviewing complaints trends and learnings from quarter 1 of 2026/27.
- 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 their review into Rents and Financial Inclusion.
You can read more about their recommendations here.
They kicked off their next review into the repairs service in March, specifically scrutinising performance following the recent repairs improvement plans.
We gained customer insight and feedback on our hoarding policy.
Our Customer Communications Group provided feedback on our January and April rent statements which you can read here.
They also reviewed our rent and service charge increase letters and brochures which are issued to some customers in April.
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.
We held drop-in sessions for customers on our Sale West and Haughton Green estates to get feedback on our plans to deliver the grounds maintenance service on these estates by our own Irwell Valley Homes team, rather than contracting it out.
The sessions gave residents the chance to talk to our estates manager and team about things like frequency of visits, specification of works and any areas which might have been missed in the past.
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.
We are finalising the input we received and will publish the finalised standards here on the website in May.
Customer experience survey results January to March 2026
Customers feel we treat them with dignity and respect
This compares to 92% in the previous quarter.
Customers feel they are kept informed and communicated with
This compares to 88% in the previous quarter.
Satisfaction with complaints
This has decreased from 47% in the last quarter.
How we’re working to improve:
We are currently reviewing the processes and systems we have in place for identifying, embedding and monitoring how we learn from complaints, to try and help us improve.
As part of this we are recruiting customers to a new Complaints Group - if you're interested in finding out more about this, please email involveme@irwellvalley.co.uk or call us on 0300 561 1111..
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 £7,470 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 January to March 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.
We also hosted community events across our neighbourhoods, including free school meals from our Sunshine Community Café in Sale West during February half term and jobs and training fairs at our Oasis Community Resource Centre in Haughton Green.
We also took part in Recycling for Greater Manchester's Repair Week in March - hosting a DIY drop-in at our Oasis centre and healthy homes talks at some of our independent living sites.
The same month, our Sunshine Community Cafe in Sale West hosted a healthy eating week as part of the Greater Manchester Living Well Festival.
We also began 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:
- Training our housing officers and community safety officers in mediation.
- Strengthening our re-charge policy so we can take action against those responsible for fly-tipping, when they can be identified.
- 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: January to March 2026
Relet time
The average time taken in days to re-let a home when it became available. This compares to 21.7 days in the previous quarter.
Customer experience survey results: January to March 2026
Satisfaction with new home
We have no data for this survey from this quarter. We have added a prize draw incentive to our surveys to try and encourage people to complete them. Following a suggestion by our Resident Scrutiny Panel, we are also issuing a follow up survey 6 weeks after they move in, when customers might have more free time to be able to complete it.
Satisfaction with lettings process
This compares to 100% in the previous quarter. We received 10 responses in this time.
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.
- 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.