Our performance
From repairs to customer satisfaction, the work we do with our partners and the impact that we have on our communities. Find out how we are doing.
Our quarterly performance - checked by customers
Our Customer Challenge Group work with us to create a series of performance measures to hold us to account.
Every three months, we share the Trust's performance with our Customer Challenge Group to review and they support the sharing of the below results.
Our recent performance
Find all plain text from the video below.
Our Performance, October-December 2025: Checked and approved by Challenge Group, our Customer Panel.
Number of tenants who have expressed an interest in getting involved:
To demonstrate the scale of engagement and evidence that customers are getting involved.
|
2025 |
Where we are at |
Target |
|
October |
899 |
896 |
|
November |
898 |
896 |
|
December |
897 |
896 |
- There are currently ten members on our customer Challenge Group.
- 147 are involved at a medium level. This includes Mystery Customers, Damp & Mould, Leaseholder Forum, Scrutiny and GMRG.
- 740 at a low level. This includes our ‘Commentator Panel’.
Found out how you can get involved.
% of customer satisfaction with ASB resolution/service:
We use this to understand customer satisfaction with the ASB service, following case closure.
|
2025 |
Where we are at |
Target |
|
October |
50% |
80% |
|
November |
100% |
80% |
|
December |
Final figures to be confirmed due to follow ups taking place. |
80% |
We often struggle to get satisfaction surveys completed, so we often call our customers.
- There were no satisfaction responses received for December.
% Complaints responded to within timescales (YTD):
To understand what percentage of complaints that are being dealt with within agreed timescales for all stages of the policy:
|
2025 |
Where we are at |
Target |
|
October |
100% |
100% |
|
November |
100% |
100% |
|
December |
100% |
100% |
From October-December 2025, the Trust closed 179 complaints.
% of first time resolution:
To understand what percentage of calls are dealt with by the Contact Centre Right First Time (RFT) without the need for a call back.
|
2025 |
Where we are at |
Target |
|
October |
95.99% |
92% |
|
November |
94.95% |
92% |
|
December |
94.09% |
92% |
During this period, 2012 calls were answered and 119 contact requests were logged. A contact request is where we ask a member of the relevant team to call you back about your query.
% of service requests completed on time:
To monitor how many service requests completed each month were closed within 3 days.
|
2025 |
Where we are at |
Target |
|
October |
92.86% |
100% |
|
November |
72.34% |
100% |
|
December |
72.09% |
100% |
- There were 43 service requests in December and 12 breached the completion deadline.
Number of new formal complaints logged in month - Grounds Maintenance:
|
2025 |
Where we are at |
Target |
|
October |
0 |
2 |
|
November |
0 |
0 |
|
December |
0 |
0 |
There were no complaints during this period relating to Grounds Maintenance.
Number of compliments received:
To provide details of the number of customer compliments received and monitor any variances.
|
2025 |
Where we are at |
Target |
|
October |
21 |
No target |
|
November |
11 |
No target |
|
December |
10 |
No target |
- We received 42 compliments across the period. These are always shared with the relevant team(s).
You can send us a compliment at any time.
|
2025 |
Where we are at |
Target |
|
October |
92.32% |
91% |
|
November |
96.42% |
92% |
|
December |
96.5% |
91% |
- First time fix remains above benchmark and the Trust's target.
- We monitor material usage to ensure that vans are correctly stocked.
- We make sure that Operatives have the skill set required for the work to prevent repeat visits.
% of emergencies attended within 4 hours:
To ensure emergency repairs are being delivered in a timely manner and meeting Trust targets.
|
2025 |
Where we are at |
Target |
|
October |
96.27% |
98% |
|
November |
96.74% |
98% |
|
December |
96.67% |
98% |
- The Trust is committed to attending all emergency appointments within 4 hours & has consistently delivered above 95% during the winter period.
Number of properties below Decent Homes Standard:
Compliance with Home Standard.
|
2025 |
Where we are at |
Target |
|
October |
60 |
No target |
|
November |
107 |
No target |
|
December |
110 |
No target |
- The number of Decent Homes has increased as a result of referrals made as part of the ongoing annual stock condition survey.
% of compliance indicators met:
To provide high level indication of compliance across all areas.
|
2025 |
Where we are at |
Target |
|
October |
82% |
100% |
|
November |
82% |
100% |
|
December |
82% |
100% |
- At the end of December, 11 out of 50 compliance areas are at less than 100%.
% of fire compliance indicators met
To provide high level indication of compliance across all areas.
|
2025 |
Where we are at |
Target |
|
October |
84.6% |
100% |
|
November |
92.3% |
100% |
|
December |
100% |
100% |
- Out of 1,524 inspections - four were not completed on time - accounting for the figures below 100%.
- From October-December, we were 99.7% compliant.
Glossary:
ASB - Anti-Social Behaviour
YTD - Year To Date
TSMs - Tenant Satisfaction Measures
GM - Grounds Maintenance
Have a question?
If you have any questions or comments, or want to see our performance in another area, get in touch.
You can contact us by emailing getinvolved@peaksplains.org.