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 July to September 2026.
- The latest ‘experience survey’ results from July to September 2026.
Overall satisfaction with Irwell Valley Homes July to September 2026
Between July 1st and September 30st 2026 the overall satisfaction rate was 87%. This is an increase from 83% in the previous three months between April and June. There were 501 surveys completed, compared to 254 the previous three months.
How we performed against the safety and quality standard
Performance data: July to September 2026.
Total repairs
The number of repairs we completed between July and September 2026. This compares to 5,537 in the previous three months.
Emergency repairs
Emergency repairs completed within the target timeframe. This compares to 99% in the previous quarter.
Non-emergency repairs
Non-emergency repairs completed within the target time frame. This compares to 92% in the previous quarter.
Home improvements completed
Including things like new kitchens, bathrooms and communal painting and decorating. This compares to 992 in the previous three months.
Repairs completed on first visit.
We fixed 81% 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 85% 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 July to September 2026
We designed these surveys with our customers.
The percentage of customers satisfied with the service
Gas servicing
This compares to 100% in the previous quarter. 184 surveys were completed, compared to 100 in the previous three months.
Responsive repairs
This compares to 86% in the previous quarter. 256 surveys were completed, compared to 94 in the previous three months.
Satisfaction with time taken from first report to visit
This is the same as the previous quarter. 256 surveys were completed, compared to 94 the previous three months.
Planned works/improvements
This compares to no survey results in the previous quarter. 11 surveys were completed between July and September.
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: July to September 2026
Number of stage 1 complaints
We closed 241 stage 1 complaints between July and September. This compares to 254 in the previous three months.
Number of stage 2 complaints
We closed 82 stage 2 complaints between July and September 2026. This compares to 89 in the previous three months.
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. This compares to 87% in the previous three months.
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. This compares to 89% in the previous three months.
Number of subject access requests
The number of customers who requested copies of the information we hold about them.
We're taking steps to handle complaints more quickly. We're checking new complaints sooner, keeping a closer eye on open cases, and stepping in early if there is a risk of delays. We're also working to resolve issues as soon as they are raised, so they don't become formal complaints, with clear responsibility for what needs to be done and by when.
How involved customers shaped our work July to September 2026
Our Customer Committee met in August for the fourth 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 their review into our repairs service following our transformation project.
You can read their recommendations and the supporting action plan here.
They also completed training with tenant engagement specialists TPAS as part of their learning and development in the role, which also included induction for new members.
Members also reviewed the Social Housing Access to Information Requirements (STAIRs) publication scheme, highlighting improvements on content and functionality, as well as areas for further content.
We gained customer insight and feedback on our Social Housing Access to Information Requirements (STAIRs) policy.
You can read more about this here, where you can also view our publication scheme.
Our Customer Communications Group reviewed our Customer Annual Report, providing feedback on content, layout and design.
We also issued a survey to the Communications group and other engaged customers to gather further insight about where customers would expect to find performance information, what data they expect to see and how they would like it presented.
We carried out training with our new Customer Complaints Review group. They will review their first set of complaints in the autumn and we will share their findings and learnings here soon.
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 three meetings of our Haughton Green Resident Steering Group, who we are working with to help shape our regeneration plans on the estate.
You can read more about this here.
The Irwell Valley Foundation panel met to discuss funding opportunities for customers and communities.
Grants awarded included 'Together on Tuesdays' at Stretford Mall in Trafford - providing access to support, advice and social connection - and a youth club in Bolton using sport to connect with young women.
We joined with other members of Greater Manchester Housing Providers (GMHP) network to issue a survey to our involved customers about their awareness and experiences of the Live Well agenda.
It was designed to help us gather insight into what customers view our role as in supporting people to live well.
The top two priorities were providing a decent, safe, warm home along with a safe and peaceful neighbourhood.
Other key areas valued by customers included:
- Supporting older people to live independently
- Linking residents to local support services
- Supporting mental health and wellbeing
- Tackling loneliness and isolation
- Helping people stay out of crisis
The findings have been passed to the GMHP Live Well project team to help shape our actions in this area moving forward.
Customer experience survey results July to September 2026
Customers feel we treat them with dignity and respect
This compares to 88% in the previous quarter.
Customers feel they are kept informed and communicated with
This compares to 84% in the previous quarter.
Satisfaction with complaints
This has increased from 31% in the last quarter. There were 18 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. We 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: July to September 2026
Fly-tipping
We spent £8,329 clearing fly-tipped rubbish between July and September 2026. This compares to £7,470 the previous quarter.
Graffiti
There were no graffiti clearances reported to us between July and September.
Other neighbourhood and community highlights July to September 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 continued during the busy grass-cutting summer season, working to an updated specification and frequency which had been created with customers.
We continues to use the recently relaunched re-charge policy to 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 the summer holidays and jobs and training fairs at our Oasis Community Resource Centre in Haughton Green.
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: July to September 2026
Number of homes let
The number of new tenancies which started between July and September. This compares to 136 in the previous three months.
Percentage of homes going to people previously homeless
This equates to 53 out of 132 new tenancies this quarter.
Number of evictions
Eviction is always a last resort. We commit to never evict a customer for rent arrears if they are engaging with us to clear the debt and pay their rent.
Number of 'decants'
The number of customers who had to temporarily move out of their home - for example, to allow major works to be completed.
Relet time
The average time taken in days to re-let a home when it became available.
Customer experience survey results: July to September 2026
Satisfaction with new home
There were 14 surveys completed. This compares to 86% the previous three months.
Satisfaction with condition of new home
There were 14 surveys completed. This compares to 85% 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.