At FirstPort, we\u2019re 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. <\/p>\n\n\n\n
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.<\/p>\n\n\n\n
It\u2019s important that we demonstrate the impact of these changes. That\u2019s why we\u2019ll now be publishing this report quarterly so that we can track our progress and contribute to wider industry transformation. <\/p>\n\n\n\n
This first update covers Quarter 2 (April\u2013June) 2025. The next update, covering Quarter 3 (July\u2013September), will be released later this year. <\/p>\n<\/div>\n<\/div>\n\n\n\n
Development visits<\/h2>\n\n\n\n
Our regional Property Managers visit the properties in their care regularly to carry out inspections and meet with homeowners and residents.<\/em><\/p>\n\n\n\n 23,897<\/strong><\/p>\n\n\n\n development inspections<\/strong><\/p>\n<\/div>\n\n\n\n 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\u2019s happening in their community.<\/em> <\/em><\/p>\n\n\n\n 6,957<\/strong><\/p>\n\n\n\n resident meetings\u202fheld across our developments<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n We are ensuring our people have the right skills and up-to-date knowledge to resolve issues quickly and deliver a professional service.<\/em><\/em><\/p>\n\n\n\n Congratulations to a further<\/strong><\/p>\n\n\n\n 371<\/strong><\/p>\n\n\n\n colleagues who completed The Property Institute (TPI) level 2 qualification <\/strong><\/strong><\/p>\n<\/div>\n\n\n\n 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.<\/em><\/em><\/em><\/p>\n\n\n\n 6<\/strong> out of 10<\/strong><\/p>\n\n\n\n customers had their query fully resolved\u202fat first contact <\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n We know things don\u2019t always go perfectly, but we\u2019re committed to listening, learning, and improving.<\/em><\/em><\/em><\/p>\n\n\n\n We received<\/strong><\/p>\n\n\n\n 1.19<\/strong><\/p>\n\n\n\n complaints per 1,000 homes<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n Our customers can raise a repair, contact us, receive important updates about their property and check their bills online with My Home.<\/em><\/p>\n\n\n\n 10,000<\/strong><\/p>\n\n\n\n new registrations for our customer portal, and more than 104,542 logins from April to June<\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" We\u2019re pleased to introduce the first edition of our\u202fQuarterly 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\u2019re a business built around people and their homes. In what is an increasingly complex industry, we continue to listen and respond […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":54,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3866","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/pages\/3866","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/comments?post=3866"}],"version-history":[{"count":17,"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/pages\/3866\/revisions"}],"predecessor-version":[{"id":4089,"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/pages\/3866\/revisions\/4089"}],"wp:attachment":[{"href":"https:\/\/www.firstport.co.uk\/wp-json\/wp\/v2\/media?parent=3866"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n\n\n\n![\"Property](\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/09\/Property-visits-1400x1400.png.webp\")
<\/figure>\n\n\n\nResident meetings<\/h2>\n\n\n\n
\n\n\n\n![\"Resident](\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/09\/Resident-meetings-1400x1400.png.webp\")
<\/figure>\n\n\n\nProperty Manager training<\/h2>\n\n\n\n
\n\n\n\n![\"Property](\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/09\/Property-manager-training-1400x1400.png.webp\")
<\/figure>\n\n\n\nGetting it right the first time<\/h2>\n\n\n\n
\n\n\n\n![\"Getting](\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/09\/Getting-it-right-first-time-1400x1400.png.webp\")
<\/figure>\n\n\n\nFeedback<\/h2>\n\n\n\n
\n\n\n\n![\"Feedback\"](\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/09\/Feedback-1400x1400.png.webp\")
<\/figure>\n\n\n\nCustomer portal<\/h2>\n\n\n\n
\n\n\n\n![\"Customer](\"https:\/\/www.firstport.co.uk\/wp-content\/smush-webp\/2025\/09\/Customer-portal-1400x1400.png.webp\")
<\/figure>\n\n\n\n