About us > Our performance
Our performance
Quarterly performance information
You'll see targets for our performance measures are also outlined, so you can see if we're doing better, or worse, than we're aiming for. Performance information is updated quarterly. The figures below represent Quarter 2 (July to September 2025).
Repairs
We're working hard to provide you with a quick, efficient and cost-effective repairs service in order to keep your home safe and well-maintained.
Percentage of tenants satisfied with the repairs service
98%
Target = 94%
Scottish Average = 86.8%
Percentage of repairs appointments kept in the quarter
98%
Target = 98%
Average number of hours to complete an emergency repair
2.44 hours
Target = 3 Hours
Scottish Average = 4.2 hours
Average number of days to complete a non-emergency repair
15.3 days
Target = 20 days
Percentage of "Right first-time" repairs
97.73%
Target = 94%
Percentage of tenants satisfied with planned works
100%
Target = 98%
Homes let
There has been a strong focus on our turnaround times to ensure properties are ready as soon as possible for our tenants.
Total number of properties let
Q2 = 51
Average number of days to relet void properties
Q2 = 14 days
Target = 20 days
Scottish Average = 56.7 days
Complaints and compliments
We're committed to providing an exceptional tenant experience, but we understand that things can go wrong from time to time. If something isn't right, it's important that you let us know. We use the information you provide to improve our services and make sure it doesn't happen again.
Number of complaints received in the quarter
Stage 1 = 56
Stage 2 = 8
Average number of days to receive a full response to a complaint
Stage 1 = 4.9 days
Stage 2 = 14.9 days
Percentage of complaints responded to within target timescales
Stage 1 Q4 = 96%
Stage 2 Q4 = 100%
Target = 95%
Tenant Satisfaction Survey 2023/24
Towards the end of 2023, we conducted our latest Tenant Satisfaction Survey.
Almost 1,000 households representing 44% of our tenants across the region participated in the survey, which covered various aspects of our services including rent and energy costs, communication methods, and digital connectivity.
We appreciate everyone who participated in the survey and helped us to refine its questions. If you're curious about the results, you can click the button below to browse through the findings and see how your feedback is guiding our efforts to improve your overall Loreburn experience.
Complaints
At Loreburn we're comitted to getting things right but when we don't, your feedback helps us improve.
Currently our complaints performance is good which is shown in the above performance section. We want to make sure we are always getting back to you in a timely manner. Our annual complaints report will be published soon where you can see how your feedback has made a difference to the service we provide.