Quarterly Report - Q1 2026
Quarterly Service Update
Q1 2026
This report sets out how Rendall & Rittner performed across key metrics for January to March 2026. Engagement and first point of contact resolution to professional accreditation, every figure reflects our commitment to accountable, people-led property management.
01 — Residents Connecting
Building the digital relationship
How residents choose to engage with us digitally is a reliable early signal of trust. These figures measure uptake of our resident portal during the quarter and total number of residents signed up to electronic communications to date, an indication of how many customers now interact with us on their own terms, at a time that suits them.
4,951
resident portal sign-ups
Residents who registered for online account access during the year enabling them to raise queries, view service charge accounts, and access building documents at any time, without needing to contact the management team directly.
25,664
signed up to e-communications
Residents who opted in to receive updates, notices, and service communications electronically - a preference that reduces delays, supports a more responsive service, and reflects growing confidence in our digital channels. We have a Tree Pledge whereby we will donate £1 for every new sign up to a tree planting initiative.
02 — RESOLVING WHAT MATTERS
Speed, quality and first-contact resolution
The true measure of a service operation is not how few problems arise, but how effectively they are resolved when they do. These indicators track the quality and timeliness of our response to resident cases — from the moment of first contact through to closure.
3.9 /5
Customer Satisfaction Score
Average satisfaction rating from customers, measured on a five-point scale throughout the quarter, capturing how residents experience our service from day to day.
54.88 %
First Point of Contact Resolution
The proportion of resident cases resolved at first contact by our dedicated Customer Experience Team, without escalation - a direct indicator of the depth of knowledge and authority held by our frontline teams.
60.03 %
cases closed within 3 working days
The proportion of resident cases resolved within 3 working days by our property management and specialist teams.
91.11 %
cases closed within 10 working days
The proportion of resident cases resolved within 10 working days by our property management and specialist teams.
03 — The Outcome
5.12
complaints per 1,000 homes
We closely monitor and track all formal complaints received inline with our complaints handling procedure. We use the data to proactively take action to try and prevent future complaints.
At 5.12 formal complaints per 1,000 homes, this figure is the measurable consequence of the preceding data, not a separate achievement. It is the signal that what we measure, we are also improving.
04 — THE FOUNDATION
Qualified to deliver
Professional qualification is not a credential exercise - it is a service standard. Accreditation with The Property Institute establishes the framework of conduct, competence, and accountability that our residents can reasonably expect from every member of the team who manages their home.
47.5 %
TPI Qualified Property Management Staff
The proportion of our property management staff holding current accreditation with The Property Institute - the UK professional body that defines the standards of practice, ethics, and competence for the sector.
2026 Q1 In Summary
Across Q1 2026, Rendall & Rittner built digital connections with close to 5,000 residents through portal sign ups, resolved a substantial number of cases at first point of contact and closed 91% of cases within 10 working days. We maintained a formal complaint rate of fewer than six per 1,000 homes managed, and did so with a workforce that holds 47.5% of their property management staff with a The Property Institute qualification. Each statistic is being closely monitored and managed as part of our commitment to continuous improvement.