How are we performing?
Welcome to our latest report, which shows how we are performing. The figures in this report cover the three months between April to June 2025.
Maintenance
Our Group maintenance company Cambria Maintenance Services complete three out of four of the day-to-day repairs on residents’ homes. However, some of the more specialist work is carried out by external contractors. This work is often more complicated and can take longer.
Cambria Maintenance Services
82%
total number of repairs completed
18.2
average number of days taken to complete repairs
98%
appointments kept
71.2%
repairs fixed first time
External contractors
18%
number of repairs completed
24.4
average number of days taken to complete repairs
Electrical repairs took 11 days (average)
Heating repairs took 25.8 days (average)
Making our homes more energy efficient
We have received funding from Welsh Government’s Optimised Retrofit Project (ORP) for nine projects which will improve the energy efficiency on 180 homes..
Two homes in Brackla, Bridgend have been fitted with solar PV and battery storage and work is underway on four other projects. The largest of those is at Ty Bryn Seion in Merthyr Tydfil, a scheme of 40 flats where we are insulating the building with external wall insulation (EWI), upgrading the communal heating system and installing solar PV panels.
Three further projects are due to start soon while plans are being drawn up for another scheme which we hope to start before the end of the year.
Rents
94%
of residents are paying on time as arranged with their Housing Officer
1.18%
(on average) of tenancies currently in rent arrears
6,753
residents using Direct Debit to pay their rent
64
residents are in a high level of rent arrears
Lettings
165
homes let
52
average number of days to relet a home
43%
of properties were let to homeless households
Keeping you safe in your home
To keep residents safe, we carry out regular, thorough checks and services of the main systems in our homes and schemes in line with our legal responsibilities.
9,772
homes have had an annual gas safety check. This means we are 99.93% compliant.
11,744
homes have a valid electrical safety certificate. We are 99.9% compliant.
772
buildings have a fire risk assessment completed. We are 100% compliant.
79
schemes are checked for water safety every month. We are 100% compliant.
176
areas in schemes containing asbestos materials are checked every year. We are 100% compliant.
72
passenger lifts are inspected for safety every 6 months. We are 98.6% compliant.
Satisfaction
Scores given on a scale of 0-10 where 0 is bad and 10 is excellent.
8.8
new resident satisfaction with lettings
9.5
repairs completed by Cambria
9.3
repairs completed by external contractors
9.4
new homes
31 complaints were made during this period
New homes
16
new homes completed
719
new homes currently under construction
Of those homes under construction:
229
are being built in North Wales
203
are being built in South Wales
287
are being built in West Wales
695
are for social rent
12
are for Low Cost Home Ownership
12
are being sold through Own Home Cymru
How we run our business
On average we received 375 calls per day about repairs and heating and 135 calls per day to our Housing Support Team.
The average waiting time for residents calling was 33 seconds for our Repairs Team and 44 seconds for our Housing Support Team
9am-10am
was the busiest time to call our Repairs Team
9am-10am
was the busiest time to call our Housing Support Team