Our performance

We publish our performance against key measures to show how we are doing and how well we are delivering services for our residents.

Our performance is measured against a range of key performance indicators (KPIs), including areas such as repairs, housing management, customer satisfaction, complaints, rent collection and tenant safety.

We will publish our KPI performance online every quarter. Following consultation with residents, we will also include a six-monthly performance report in our tenant newsletter, providing more detail on our performance against the  top 20 KPIs identified and requested by residents.

The latest results show where we are meeting our targets, where performance has improved, and where further work is needed. We use this information to identify areas for improvement and to make sure we remain focused on delivering safe, reliable and high-quality services for our residents.

For more information about our complaints performance, please see our Annual Complaints Performance Report, available via the link below.

https://www.christianaction.org.uk/complaints

We are committed to reporting our performance openly and transparently, giving residents regular opportunities to see how we are doing and hold us to account.

Overall KPIs Performance for Quarter 1 (April — June 2026)

🟢  26 on target
🟠  11 slightly below target
🔴  7 below target

The direction is showing the progress from the previous period as follows: ↑ Improving ↔ Stable ↓ Declining

Repairs & maintenance:  Strong Q1 performance overall, with most targets met or exceeded. Repairs were completed faster, appointments and repair timescales improved, and fewer homes failed to meet the Decent Homes Standard.

Customer satisfaction:  Customer satisfaction was mixed but generally positive, with lettings and ASB satisfaction exceeding target. Repairs satisfaction remained slightly below target, with operative helpfulness and tidiness identified as areas for improvement.

Complaints & customer services:  Strong customer service performance overall, with fewer abandoned calls, quicker response times and complaints handled above target. Complaint volumes remain slightly above target, while ASB cases were well below target.

Housing, rent & income:  Performance was mixed, with strong void turnaround times and improved rent collection. However, tenant arrears remain above target, particularly among former tenants and Universal Credit tenants, which is under review by our Income team.

Building & tenant safety: Safety performance was strong overall, with most compliance measures at or close to 100% and key damp, mould and emergency hazard response targets achieved. Lift compliance and overdue health and safety actions are under review with our contractors and the Housing team to gain access.

Resident engagement (new KPIs):  These new measures focus on the outcomes and impact of resident engagement, rather than simply the number of residents participating. In Q1, tenants influenced a strategic decision and contributed to a service improvement, alongside involvement in co-design and scrutiny and opportunities to develop their skills. All required publications were also delivered within agreed timescales.

Our people:  Staff sickness levels were significantly below target in Q1, while staff turnover has improved compared with 2025/26 but remains above target. Staff satisfaction remains strong, with the latest annual measure exceeding target.