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. Our Customer Standards Group 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 Customers Standards Group review this performance information every three months 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 July to September 2025.
- The latest ‘experience survey’ results from July to September 2025.
Overall satisfaction with Irwell Valley Homes July to September 2025.
Between July to September 2025 the overall satisfaction rate was 87%. This is an increase of 1% compared to between April and June 2025.
How we performed against the safety and quality standard
Performance data: July to September 2025.
Emergency repairs
Emergency repairs completed within the target timeframe. This compares to 98.3% in the previous quarter.
Non-emergency repairs
Non-emergency repairs completed within the target time frame. This compares to 69% in the previous quarter. Performance in this area has been affected by a drive to complete older outstanding jobs and also by vacancies in the repairs team.
Diagnosis
The percentage of repairs diagnosed and fixed on the first visit. This compares to 80% in the previous quarter.
Home improvements completed
Including things like new kitchens, bathrooms and communal painting and decorating.
Customer experience survey results July to September 2025
We worked with our Customer Standards Group to re-design our experience surveys in 2024.
The percentage of customers satisfied with the service
Gas repairs
This compares to 93% in the previous quarter.
Responsive repairs
This compares to 86% in the previous quarter.
Satisfaction with time taken from first report to visit
This compares to 82% in the previous quarter.
Planned works/improvements
Due to an issue with our survey program, we have no results to show for this measure for this quarter.
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: July to September 2025
Number of complaints received
This compares to 203 in the previous quarter.
How involved customers shaped our work July to September 2025
We met with customers on the Resident Scrutiny Panel and Irwell Valley Foundation Panel between July and September.
We also held focus groups exploring the action plan to support our new Customer Strategy and to help us with our plans and preparations for Awaab's Law.
The Customer Strategy workshop helped us to put together an action plan which focuses on residents' priorities. It was a great session with lots of ideas for how we can practically deliver our goals around service, improvement, communication, influence and accountability. You can read more here.
The Awaab's Law session welcomed members of our Resident Scrutiny Panel, as well as customers who had recently experienced damp and mould.
They helped us to test out the triage questions that customers will be asked when we're assessing the case, as well as the language used on inspection reports and in other messages about the works we need to do. Their feedback was invaluable in helping us to make our communications informative and accessible, and in ensuring customres know how to hold us to account on the new legislation.
Our Resident Scrutiny Panel began their next 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.
Members of the Building Safety Group helped us to review our spring building safety updates which are issued to all customers with important information and advice.
Their suggestions and recommendations will now be used to improve our autumn updates when they are shared later this year, with the aim of making them more appealing and accessible to customers.
We gained customer insight and feedback on our Asset Management Policy, Home Move Allocations Policy, Void Policy, Management Move Policy and Local Lettings Policies for different buildings.
Our Customer Communications Group provided feedback on our rent and service charge increase letters; our 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 in recent months.
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 July to September 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 84% in the previous quarter.
Satisfaction with complaints
Over the last year, this has increased from 36%.
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: July to September 2025.
Fly-tipping
We spent £30,310 clearing fly-tipped rubbish this quarter.
Graffiti
There were 3 cases of graffiti reported to us this quarter.
Other neighbourhood and community highlights July to September 2025
We published our programme of neighbourhood inspections for the year ahead on our website here and shared these with customers through various channels, encouraging residents to join us.
We launched a 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 Trafford and jobs and training fairs at our Oasis Community Resource Centre in Haughton Green.
Our Irwell Valley Foundation issued nearly £10,000 in grants to customers and community projects.
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: July to September 2025
Relet time
The average time taken in days to re-let a home when it became available. This compares to 21.4 days in the previous quarter.
Customer experience survey results: July to September 2025
Satisfaction with new home
This compares to 80% in the previous quarter.
Satisfaction with lettings process
This compares to 80% 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.