Here, you can find out how Heylo are performing in terms of the delivery of our core services, including call answer rates, number of complaints logged and rent collection levels.
Please contact us via the 'Contact Us' section if you have any questions regarding the performance data, or if you have accessibility requirements and would like the information supplied in a different format or language.
Heylo Annual
Customer Report
You can read a copy of our annual customer report for 2025. Use the link to download the report:
What our customers are telling us
Previous years results:
CustomerSatisfaction
Overall tenant satisfaction national average is 74.2% for the 2025/26 TSM period (up from 72.6% last year), according to early sector data compiled by Housemark
Overall Satisfaction
74.2%
74.2%
Safety
Gas safety compliance metrics saw localised pressures, though general home safety remains high
Complaints
Stage 1 median complaint rates rose by 11.6%.
Stage 2 rose by 32.9% (reflecting higher tenant confidence and better recording).
More than 94% of complaints are handled within target timescales.
Repairs and Maintenance (Overall)
76.2%satisfied
up from 73.6%
Repair Completion Time
73.2% satisfied
up from 69.4%
Home Well Maintained
74.5% satisfied
up from 72.3%
Repairs Backlog
Down 8%
Down 8%
year-on-year
Our Performance Results
30th June 2026
Resales & Staircasing
Arrears and Rent Collections
Our corporate target for rent collection rate 98.00% and the arrears rate is 4.00%. This quarter, all metrics barring HHGL Arrears Rate are within the tolerance remit.
Complaints
Apartment Block Compliance
Heylo Housing Group Limited (HHGL)
Heylo Housing Registered Provider (HHRP)
Evictions
As at the end of June 2026 we have had one eviction due to non-payment of rent and service charges. Our standard approach is to support our customers and intervene early if customers are struggling to pay their rent and we will work with our customers to set up affordable and sustainable repayment plans and signpost to relevant agencies for advice and access to additional financial support. Where all support avenues have been exhausted, we will pursue with legal proceedings as a last resort
