The FirstPort Group has published its first Quarterly Service Update. The report reinforces the company’s commitment to driving greater transparency and accountability across the sector. It outlines key service performance metrics, measuring both the level and quality of service provided to customers. These focus areas align closely with the government’s leasehold and freehold reform agenda, particularly in relation to customer engagement, responsiveness, training, and transparency.
Here, we look at what the latest report highlights and how this translates to our communication with customers, particularly around service charges.
Visibility of on-site activity
Our regional Property Managers visit the properties in their care regularly to carry out inspections and meet with homeowners and residents.
The service update reported that regional Property Managers carried out 23,897 development inspections during Quarter 2, 2025. Regular on-site inspections matter for service charges because they validate the frequency and quality of grounds maintenance, communal cleaning, safety checks, and other contracted services paid for from service charge budgets. Documented inspection activity — which is a requirement for our Property Managers for every inspection — supports the case for ongoing maintenance and helps justify decisions about reactive repairs and planned works.
Resident engagement and accountability
Meeting with our residents is an important part of our job, giving our customers a direct line to raise questions, share feedback, and stay informed about what’s happening in their community.
The Quarter 2 update records 6,957 resident meetings across developments. We understand the importance of regular meetings in creating a direct channel for residents to have their service charge queries answered and the opportunity to have in-depth conversations about what they are paying for and why. There’s a range of ways we hold resident meetings, from a walk-around site visit to more formal meetings on or off-site or planned residents’ surgeries.
Investing in professional standards
We are ensuring our people have the right skills and up-to-date knowledge to resolve issues quickly and deliver a professional service.
This service update shares the progress our operations teams are making with their professional qualifications with The Property Institute (TPI). In the second quarter of 2025, 371 colleagues completed their Level 2 TPI qualification, and a total of 90 colleagues have either completed or are currently progressing through the 18-month Level 3 TPI programme since it was introduced. We remain on track for all Property Managers outside their probation period to have at least a Level 2 TPI qualification by the end of the year.
Having the right qualifications for our staff means that they are able to properly critique a service charge budget and provide informed and knowledgeable summaries that give customers confidence and build trust.
Effectiveness of customer service
We are ensuring our people have the right skills and up-to-date knowledge to resolve issues quickly and deliver a professional service.
This service update shows that six out of ten customers had their query fully resolved at first contact. First-contact resolution reduces customer frustration and makes the whole experience more positive. When queries about communal services or billing are resolved quickly, there is less need for costly follow-up investigations and fewer disputes.
Complaints and continuous improvement
We know things don’t always go perfectly, but we’re committed to listening, learning, and improving.
FirstPort received 1.19 complaints per 1,000 homes in the period covered by the Quarter 2 report. Tracking complaint trends informs our process improvements. It also gives us a clear indication of whether there are recurring issues or themes that we can address more widely. In response to customer feedback, we’ve worked on how our service charge accounts are presented so that they are clearer and easier for customers to understand.
Digital access
Our customers can raise a repair, contact us, receive important updates about their property, and check their bills online with the My Home customer portal.
It continues to gain traction, with 10,000 new registrations and over 104,542 logins between April and June. Our digital portal is proving a popular channel for customers, providing on-demand and efficient access to bills, expenditure breakdowns, and service updates meaning they are better informed.
The overall impact
In an increasingly complex industry environment, building greater trust in our sector is key. Publishing these quarterly service updates demonstrates how we are continuing to improve our services for our customers, their homes, and their communities, while working to raise standards within both our business and the wider sector.
