In August’s Let’s Talk VIVID, Mark was joined by Alex, Fiona, and Mark Churcher to share where we are with P25, what’s working, and what’s next. With Phase 2 now out of hypercare, we’re starting to see the benefits: modern and connected systems, more consistent ways of working and a better experience for teams and customers. This isn’t just about new tools—it’s about working differently, and working better. We know change can be challenging, and we recognise the pressure many of you are under. That’s why we’re staying open and honest, fixing bugs, making improvements, and rolling things out in manageable steps.

We’re continuing to focus on completing all routine repairs within 14 days. In July, 73.6% of our non-emergency responsive repairs were completed within 14 days. This includes both building maintenance and mechanical and electrical.

Callbacks performance decreased, with 88.9% of calls completed by the end of the next working day (down from 92.9% in June). Contacts answered in target saw an increase again in July, up from 31.2% in May to 54.7% in June, and up again to 60.8% in July. Also, 82.4% of customers contact was through our digital channels, exceeding our 75% target.

We resolved 206 complaints in July (239 in June). Of these, 130 had a service failure (63.3%) compared to 158 (66.1%) in June. 97.4% of customer commitments were completed in target.

We’ve had 320 development handovers so far, this financial year. This is below our year-to-date target of 740.