Quarterly Report - Q3 2026
Quarterly Service Update
Q3 2026
This report sets out how Rendall & Rittner performed across key metrics for July to September 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.
15,652
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.
22,095
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.
3.6 /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.
53.89 %
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.
39 %
cases closed within 3 working days
The proportion of resident cases resolved within 3 working days by our property management and specialist teams.
75 %
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
4.23
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 6.06 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.
56.25 %
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.
05 — INSPECTIONS
Property Inspections
Regular property inspections give our teams a clear view of the condition of the buildings and communal areas we manage. These figures show the inspections completed during the quarter, reflecting our ongoing work to identify maintenance needs early, check standards on site and help clients prioritise action, supporting the upkeep of the places our residents call home.
1260
Property inspections conducted
Our inspections help us keep track of building condition and prioritise the maintenance needed to keep developments well cared for.
121
Standard Property Inspections Development Walks
Development walks help our teams assess communal areas, identify maintenance needs and follow up on issues affecting residents’ day-to-day experience.
2026 Q3 In Summary
Across Q3 2026, Rendall & Rittner built digital connections with over 15,000 residents through portal sign ups, resolved a substantial number of cases at first point of contact and closed 75% of cases within 10 working days. We maintained a formal complaint rate of just four per 1,000 homes managed, and did so with a workforce that holds 56.25% 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.
Understanding our results
Our latest customer satisfaction, first-contact resolution and case-closure results are lower than those published in Q2. Customer satisfaction is now 3.6 out of 5, compared with 3.9 in Q2. We recognise the importance of resolving residents’ enquiries promptly and are publishing these results openly to show where performance needs to improve.
What we’re doing to improve
We are investing in our teams and technology to strengthen our capacity to respond to enquiries and resolve cases more efficiently.
Alongside this, we are developing our self-service portal and refreshing our website, with a focus on making it easier for residents to find information and access our services. These investments are aimed at making everyday interactions simpler, while supporting our teams to provide a more responsive service.
We are also reviewing all customer reviews and acting on the feedback we receive to address concerns and guide improvements to our service. Listening to residents is an important part of understanding where we need to do better.