Performance

Arches is committed to maintaining a high performance standard and improving any areas we can.

We know it's really important to our residents that we're offering you the best services we possibly can.

In order to manage our performance, we set ourselves specific targets and measure ourselves against them. This helps us to understand how well we're doing and where we need to improve.

Have your say

Do you have any feedback on our performance last quarter? We'd love to hear what you have to say. Let us know here.

Our Quarterly Performance: Q3 2025 to 2026

Indicator	Numbers	Comment
Number of complaints received from customers relating to fairness and respect in quarter.	Target 3 Score 4	Slightly over target.
Number of service requests received from customers relating to fairness and respect.	Target 20 Score N/A	We are currently working on a way to measure.
Tenant Satisfaction Measures (TSM) - My landlord treats me with fairness and respect.	Target 80% Score 86.3%	We've surpassed our target.
Percentage of customer household records reviewed with customers in past two years.	Target 80% Score 81.3%	We're hitting our target.
Number of requests for service amended to reflect customer circumstances in period.	Target >10 Score N/A	We are currently working on a way to measure this.
Number of calls answered within 120 seconds.	Target 80% Score 89.9%	We're surpassing our target.
Percentage of calls abandoned.	Target 10% Score 7.8%	We are surpassing our target and showing massive improvements on last year.
Percentage of emails responded to within 24 hours	Target 90% Score 81.2%	We're just below our target.
Percentage of live chats conversations commenced within five minutes.	Target 80% Score N/A	Our live chat provider has changed and we will be able to measure this in future.
Number of tenants views sought in the period through engagement including tenant events, customer consultation, scrutiny exercise and neighbourhood network meetings.	Target 202 Score 193	We're close to hitting our target
Tenant Satisfaction Measures (TSM) - Percentage of customers who are satisfied that Arches listens to their views and acts upon them.	Target 75% Score 75%	We're hitting our target
Number of service requests received in previous quarter.	Target 120-180 Score 166	We're hitting our target
Number of duplicate service requests in quarter.	Target 0 Score 25	We're not currently hitting our target
Number of Stage 1 complaints received per 1,000 homes (annualised).	Target 40-60 Score 56.1	We're hitting our target
Percentage of Stage 1 complaints resolved within timeframe.	Target 90% Score 100%	We're surpassing our current target.
Number of Stage 2 complaints received per 1,000 homes (annualised).	Target 6-10 Score 5.8	We are hitting our target.
Percentage of Stage 2 complaints resolved within timeframe.	Target 90% Score 100%	We are above target.
Overall satisfaction with how complaint was handled.	Target 80% Score 70.6%	Not currently on target.
Satisfaction that the outcome of their complaint was fair and reasonable.	Target 80% Score 52.9%	Not currently on target.
Satisfaction that Arches' investigation addressed customer's concerns fully.	Target 90% Score 64.7%	We are below target and this is a working measure.
Percentage of emergency repairs completed on time.	Target 90% Score 97.2%	We have surpassed the target.
Percentage of routine repairs completed on time.	Target 91% Score 89.0%	Currently not on target.
Percentage of repairs completed at first visit.	Target 80% Score 75.7%	Not currently on target.
Satisfaction with quality of last repair.	Target 85% Score 85.8%	We are currently slightly over target.
Satisfaction with ease of reporting a repair.	Target 85% Score 95.8%	We are currently over the target.
Satisfaction with communication during the repairs process.	Target 85% Score 95.2%	We are above target.
Satisfaction that the repairs service met my needs.	Target 85% Score 90.8%	We are above target.
Tenant Service Measurements (TSM) - percentage of tenants who report they are satisfied with the overall repairs service.	Target 80% Score 86.1%	We are currently above target.
Tenant Service Measurements (TSM) - percentage of tenants who report they are satisfied with the time taken to complete their most recent repair after reporting it.	Target 80% Score 86.4%	We are currently above target.
Percentage of planned improvements completed within set timeframes.	Target 90% Score N/A	Information unavailable.
Satisfied that sufficient communication and information was provided by Arches before the works started.	Target 90% Score 84.7%	We are not currently on target.
Satisfied that the works delivered met customers' expectations.	Target 90% Score 84.7%	We are not currently on target.
Satisfied that customers were communicated to during the works so that they knew which trades and works were being completed on which dates.	Target 90% Score 81.1%	We are not currently on target.
Satisfied with the quality of works completed.	Target 90% Score 87.9%	We are not currently on target.
Satisfied that customer knew and understand how the improvements worked once installed.	Target 90% Score 90.7%	We are slightly above target.
Satisfied that contractors and staff were respectful and courteous whilst carrying out works in customers' homes.	Target 90% Score 94.4%	We are above target on this issue.
Percentage of home that have had a physical stock condition within the last five years.	Target 80% Score 83.2%	We are currently above target on this.
Percentage of homes that meet Decent Home Standards	Target 100% Score 99.1%	We are almost at target.
Percentage of homes that meet the Arches Home Standard.	Target 77.9% Score 63.5%	No current target.
Properties with a valid Gas Safety Certificate (TSM).	Target 100% Score 100%	We are currently on target.
Properties with an Electrical Safety Certificate in line with Arches Policy.	Target 100% Score 99.9%	We are almost at target.
Properties with a Valid Fire Risk Assessment (TSM).	Target 100% Score 100%	We are at target.
Properties with a Valid Water Hygiene Assessment (TSM).	Target 100% Score 100%	We are currently on target.
Properties with a Valid Asbestos Management Survey (TSM).	Target 100% Score 100%	We are currently on target.
Number of overdue fire safety actions.	Target 0 Score 0	N/A
Number of overdue legionella risk assessment actions.	Target 0 Score 0	N/A
Oldest priority 1 Case (for Damp Mould and Condensation)	Target <60 Score 84	Not currently on target.
Number of Priority 1 Cases Over 3 months old (for Damp Mould and Condensation).	Target 2 Score 1	We are currently on target.
Number of P2 Cases Over 6 Months Old.	Target 10 Score 10	We are currently on target.
Number of Priority 3 Cases Over 6 Months Old (for Damp Mould and Condensation).	Target 10 Score 3	We are on target.
Number of New DMC (for Damp Mould and Condensation) Cases in quarter that were closed in the past 24 months.	Target 10 Score 34	We are not currently on target.
Satisfaction that homes is safe and well maintained.	Target 87% Score 84.8%	We are not currently at target.
Satisfaction with the quality of the home and the standard of repair when tenant moved in.	Target 80% Score 81.6%	We are slightly above target.
Satisfaction with communication during the moving process.	Target 80% Score 95.9%	We are currently above target.
Satisfaction with support once I had moved into my new home	Target 80% Score 85.7%	We are currently above target.
Number of tenancies failed in the first 12 months.	Target <10% Score 7.1%
Satisfaction with the quality of the home and condition when tenant moved in.	Target 80% Score 94.7%	We are above target.
Satisfaction with communication during the moving process.	Target 80% Score 94.7%	We are above target.
Satisfaction with support once tenant had moved into new home.	Target 80% Score 89.5%	We are above target.
Percentage of customers who understood how to report repairs and defects after they moved in.	Target 80% Score 100%	We are above target.
Percentage of customers who knew how to use the different aspects of the home, ie, heating system.	Target 80% Score 94.7%	We are above target.
Number of tenancies that failed in first 12 months (New homes).	Target <10% Score 8.3%	We are on target.
Number of evictions for rent arrears.	Target 1 Score 0
Rent collection percentage.	Target 100% Score 98.8%	We are slightly under target.
Satisfied that income service was approachable and supportive.	Target 90% Score 95.2%	We are above target.
Anti-social behaviour cases per 1,000 homes (Annualised).	Target 40-60 Score 60	We are within the target range.
Hate crimes per 1,000 homes (Annualised).	Target 1-3 Score 1.9	We are within the target range.
Satisfaction that Arches keeps complainants updated during investigation of complaints.	Target 80% Score 60.5%	We are not currently on target.
Percentage of customers who felt supported by Arches during their ASB/Hate Crime case.	Target 80% Score 50%	We are not currently on target.
Percentage of complainants satisfied with the overall management of the ASB/Hate Crime.	Target 80% Score 55.3%	We are not currently on target.
TSM Satisfaction with landlords approach to handling antisocial behaviour.	Target 80% Score 76.20%	We are not currently on target.

Learning from complaints

Your complaints are important because they have shown us where we need to improve to make sure we are giving our tenants good value for money.

We report our performance on complaints annually in line with the Housing Ombudsman complaint Handling Code.

To view our 2023/24 Annual Complaints Performance and Service Improvement Report click here

Meeting the Arches Standards

The Arches Standards are standards that we have created ourselves, co-designed with our customers. They go above and beyond what's required of us by the regulator. These standards are what our customers can hold us to - and how we judge ourselves.

Arches Home Standard

The Arches Home Standard is a set of quality standards for our properties. It covers things like bathroom and kitchen replacements, double glazing and safety testing.

Arches Service Standard

These are the standards that we have created ourselves, co-designed with our customers including feedback from the 2019 Big Conversation and the Together with Tenants consultation in 2021 and are just as relevant now in 2026. They go above and beyond what's required of us by the regulator. These standards are what our customers can hold us to - and how we judge ourselves.

Value for money

You can follow this link to find out how we performed against our value for money goals.

Our 2025/26 Tenant Satisfaction Measures Survey (TSM) was conducted using the following survey transcript:

Click here to view the transcript.

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