FirstPort, one of the UK’s leading property management companies, has published its first Quarterly Service Update. The report reinforces the company’s commitment to driving greater transparency and accountability across the sector.

This new quarterly update 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. Quarterly metrics cover:

• Development visits and resident meetings
• Property Manager training and qualifications
• First-time resolution of customer enquiries
• Complaints and feedback
• Customer portal interactions

FirstPort has been making significant changes to its operations to deliver a more responsive, customer-focused service for residents. This has included upgrading systems, refining processes, and enhancing customer support as part of a new regionally led operations model, as well as ensuring teams have the right skills and qualifications. Its regional approach has also strengthened collaboration between property management, customer service and service charge accounting teams, to deliver a more local service for customers.

This first quarterly service update shares the progress FirstPort’s operations teams are making with their professional qualifications with The Property Institute (TPI). In the second quarter of 2025, 371 FirstPort 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. The business remains on-track for all Property Managers outside their probation period to have at least a Level 2 TPI qualification by the end of this Autumn.

Martin King, Managing Director of the FirstPort Group, said:

“I’m proud to introduce FirstPort’s new quarterly service update, sharing our performance against a number of key service measures. These measures sit at the heart of our commitment to driving continued service improvement and greater transparency across our industry.

“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, and working to raise standards within both our business and the wider sector.”

This first update covers Quarter 2 (April–June) 2025. The next update, covering Quarter 3 (July–September), will be released later this year. These Quarterly Service Updates will be available on the FirstPort website.