Annual Performance Quarter 1 - 2026 to 2027

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: Q1 2026 to 2027

Indicator	Numbers	Comment
Percentage of customer household records reviewed with customers in past two years.	Target 80% Score 85.3%	Above the target. A further improvement from 2024/2025 and 2025/2026 outcomes.
Number of calls answered within 120 seconds.	Target 80% Score 87.7%	Previous score was 89.6% - slight drop but overall above target
Percentage of calls abandoned.	Target 10% Score 12.2%	We have identified the reasons for this and have made some adjustments to how we manage calls and will review performance going forward to see if this has improved our performance.
Percentage of emails responded to within 24 hours.	Target 90% Score 73.2%	We have placed new monitoring systems in place and will review performance going forward to see if this has improved our performance.
Percentage of live chats conversations commenced within five minutes.	Target 80% Score 95.6%	We have surpassed the target.
Number of tenants views sought in the period through engagement including tenant events. customer consultation, scrutiny exercise and neighbourhood network meetings.	Target 67.5 Score 21	This indicator does not include all the tenants we speak to on a monthly basis about the service they have received.
Number of service requests received in previous quarter.	Target 180 Score 130	We are successfully under the measure. A service request is a follow up call from a tenant to a previously reported housing or repair task.
Number of stage 1 complaints received per 1,000 homes (annualised)	Target 60 Score 67.3	We have identified that we have some issues around the delivery of the repairs service which has prompted some complaints. While tenant satisfaction remained at a high level during Q2, we saw a small reduction in performance compared with previous periods. We take all tenant feedback seriously and are committed to continuously improving the services we provide. We have reviewed the feedback received and are using these insights to strengthen communication, improve the tenant experience, and ensure expectations are clear throughout the delivery of our services. Although the results are based on a relatively small number of survey responses, we recognise the importance of every tenant’s experience and will continue to monitor performance closely and take action where improvements can be made.
Percentage of stage 1 complaints resolved within timeframe.	Target 90% Score 100%	This has been a successful target.
Number of stage 2 complaints received per 1,000 homes (annualised).	Target 10 Score 12.8	We are currently over the measure.
Percentage of Stage 2 complaints resolved within timeframe	Target 90 Score 100%	We're hitting our target.
Percentage emergency repairs completed on time.	Target 90% Score 97.7%	We are surpassing our target and this has also improved from the 96.6% score of last quarter.
Percentage of routine repairs completed on time.	Target 91% Score 75.4%	We're not currently hitting our target but this is an ongoing process and we are working closely with our contractors to improve this measure.
Percentage of repairs completed at first visit.	Target 80 Score 73%	We are not currently on target but this is an ongoing process and we are working closely with our contractors to improve this measure.
Number of overdue legionella risk assessment actions.	Target 0 Score 0	None reported.
Number of new DMC cases in quarter that were closed in the past 24 months.	Target 10 Score 6	We are hitting our target.
Percentage of homes that have had a physical stock condition within the last five years.	Target 80% Score 96%	We are above target.
Percentage of homes that meet Decent Homes Standard.	Target 100% Score 100%	On target.
Percentage of homes that meet the Arches Home Standard 2	Target 95% Score 83.7%	This is an ongoing increase and improvement is expected.
Properties with a valid gas safety certificate	Target 100% Score 100%	We are achieving target.
Properties with an electrical safety certificate in line with Arches Policy.	Target 100% Score 100%	We have achieved the target.
Properties with a valid fire risk assessment.	Target 100% Score 100%	Currently on target.
Properties with a valid water hygiene assessment.	Target 100% Score 100%	Not on target.
Properties with a valid Asbestos management survey.	Target 100% Score 100%	We are currently on target.
Number of overdue fire safety actions.	Target 0% Score 0%	No current reports.
Anti-social behaviour cases per 1,000 homes (annualised).	Target 60 Score 44.9%	We are successfully below the limit and have an updated ASB process and improvements have been made to the ASB section of the website with more readily available resources.
Hate crimes per 1,000 homes (annualised).	Target 3 Score 6.4	We continue to individually monitor hate crime reports to ensure they are managed correctly and there are no underlying themes.

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.

Meeting the Arches Standards

The Arches Standards are standards that we co-designed with our tenants. They go above and beyond what's required of us by the regulator. These standards are what our tenants 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 tenants 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 2026/27 Tenant Satisfaction Measures Survey (TSM) was conducted using the following survey transcript:

Click here to view the transcript.