How we're performing for our customers

Our customer scorecard

Every three months we publish an update on how we are performing for our customers. Here is how we did between January and March 2026. 

 What does this mean?

• Customer satisfaction is based on feedback from customers who have raised a request or case with us during Q4. Satisfaction with repairs remains good. 
• Satisfaction with Hyde colleague is based on feedback from customers using our repairs service. Performance has been consistently above 90%.
• Decent Homes Standard – This looks at how many of our homes meet the standard set by the Government. We have plans in place for our homes which don't meet the standard.
• Repairs – This measures the most common wait time for a repair. Between January and March this was 4 days due to increased demand during the winter months. The most common wait time for the full year remains at 2 days.
• Emergency Repairs – Between January and March 99.9% of emergency repairs were completed within 24 hours.
• Fire Risk Assessment – Keeping customers safe is essential. We regularly carry out Fire Risk Assessments to make sure our buildings and shared spaces are safe from fire. In Q4 100% of Fire Risk Assessments due were carried out.

If you would like to know more about how we are performing, you can view our 2024/25 Annual review for customers and our performance on 2024/25 Tenant Satisfaction Measures.