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 January to March 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
11,587
total number of repairs completed
15.7
average number of days taken to complete repairs
98.8
appointments kept
72%
repairs fixed first time
External contractors
970
number of repairs completed
17
average number of days taken to complete repairs
Electrical repairs took 11 days (average)
Heating repairs took 11 days (average)
Making our homes more energy efficient
We completed work to improve the energy efficiency of 187 homes.
The range of work has included:
- upgrading heating, ventilation and hot water systems
- installing solar PV panels and batteries to store the energy generated
- fitting internal and external wall insulation to some of the homes
These 11 projects have been funded by the Welsh Government Optimised Retrofit Project (ORP).
We’ve started planning for the next phase of ORP funding as we look at more homes that could benefit from this type of improvement work.
Planned works
Completed over the three-month period.
129
kitchens
44
bathrooms
77
heating upgrades
31
front doors
33
back doors
106
windows
Rents
95%
of residents are paying on time as arranged with their Housing Officer
1.16%
(on average) of tenancies currently in rent arrears
5,789
residents using Direct Debit to pay their rent
69
residents are in a high level of rent arrears
Lettings
213
homes let
47
average number of days to relet a home
55%
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.
9,785
homes have had an annual gas safety check. This means we are 99.94% compliant.
11,748
homes have a valid electrical safety certificate. We are 99.77% compliant.
716
buildings have a fire risk assessment completed. We are 100% compliant.
79
schemes are checked for water safety every month. We are 98.73% compliant.
177
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 100% compliant.
Satisfaction
Scores given on a scale of 0-10 where 0 is bad and 10 is excellent.
8.6
new resident satisfaction with lettings
9.4
repairs completed by Cambria
9.4
repairs completed by external contractors
8.9
new homes
43 complaints were made during this period
New homes
44
new homes completed
684
new homes currently under construction
Of those homes under construction:
237
are being built in North Wales
211
are being built in South Wales
236
are being built in West Wales
648
are for social rent
16
are for Low Cost Home Ownership
20
are being sold through Own Home Cymru
How we run our business
On average we received 422 calls per day about repairs and heating and 130 calls per day to our Housing Support Team.
The average waiting time for residents calling was 37 seconds for our Repairs Team and 55 seconds for our Housing Support Team
9am-10am
was the busiest time to call our Repairs Team
10am-11am
was the busiest time to call our Housing Support Team