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 July to September 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
9714
total number of repairs completed
17.7
average number of days taken to complete repairs
98.2%
appointments kept
73%
repairs fixed first time
External contractors
688
number of repairs completed
20.7
average number of days taken to complete repairs
Electrical repairs took 13.3 days (average)
Heating repairs took 26.8 days (average)
Making our homes more energy efficient
We started a range of improvement works to improve energy efficiency on 128 homes homes at schemes across Merthyr Tydfil, Nelson, Howey, Wrexham and Aberystwyth. Some of the work being carried out includes insulation, fitting solar PV panels and batteries and upgrading heating.
We also finished work on 26 homes at two schemes in Bridgend and Cardiff.
Another project to install wall insulation, solar PV panels and some heating to 26 homes in Crymych is due to start in the new year.
The projects, which will see improvements to a total of 154 homes, are funded under the Welsh Government Optimised Retrofit Project (ORP)
Rents
93%
of residents are paying on time as arranged with their Housing Officer
0.3%
(on average) of tenancies currently in rent arrears
6,744
residents using Direct Debit to pay their rent
80
residents are in a high level of rent arrears
Lettings
163
homes let
52
average number of days to relet a home
54%
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.
9,780
homes have had an annual gas safety check. This means we are 99.95% compliant.
11,738
homes have a valid electrical safety certificate. We are 99.81% compliant.
721
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.
9.2
new resident satisfaction with lettings
9.6
repairs completed by Cambria
9
repairs completed by external contractors
27 complaints were made during this period
New homes
15
new homes completed
713
new homes currently under construction
Of those homes under construction:
206
are being built in North Wales
202
are being built in South Wales
305
are being built in West Wales
627
are for social rent
12
are for Low Cost Home Ownership
74
are being sold through Own Home Cymru and Enfys Homes
How we run our business
On average we received 361 calls per day about repairs and heating and 119 calls per day to our Housing Support Team.
The average waiting time for residents calling was 27 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