We’re pleased to introduce the first edition of our Quarterly Service Update, highlighting key service performance areas for our business, measuring the level and quality of service we provide for our customers.
At FirstPort, we’re a business built around people and their homes. In what is an increasingly complex industry, we continue to listen and respond to feedback and focus on strengthening trust with our customers.
This new quarterly service performance reporting reinforces our commitment to transparency and driving service improvements across the industry. Having already made significant changes to ensure our business can deliver a more responsive, customer-focused service, we are driving continued improvements of our systems, ways of working, and customer service, while making sure our people have the right skills and qualifications.
It’s important that we demonstrate the impact of these changes. That’s why we’ll now be publishing this report quarterly so that we can track our progress and contribute to wider industry transformation.
This first update covers Quarter 2 (April–June) 2025. The next update, covering Quarter 3 (July–September), will be released later this year.
Development visits
Our regional Property Managers visit the properties in their care regularly to carry out inspections and meet with homeowners and residents.
23,897
development inspections
Resident meetings
Meeting with our residents is an important part of our jobs, giving our customers a direct line to raise questions, share feedback, and stay informed about what’s happening in their community.
6,957
resident meetings held across our developments
Property Manager training
We are ensuring our people have the right skills and up-to-date knowledge to resolve issues quickly and deliver a professional service.
Congratulations to a further
371
colleagues who completed The Property Institute (TPI) level 2 qualification
Getting it right the first time
Our expert, knowledgeable colleagues are on hand to answer questions and resolve issues when customers contact us – no call back or escalation, just quick, professional help and support.
6 out of 10
customers had their query fully resolved at first contact
Feedback
We know things don’t always go perfectly, but we’re committed to listening, learning, and improving.
We received
1.19
complaints per 1,000 homes
Customer portal
Our customers can raise a repair, contact us, receive important updates about their property and check their bills online with My Home.
10,000
new registrations for our customer portal, and more than 104,542 logins from April to June