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, July-September 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 |
|
July |
911 |
892 |
|
August |
909 |
892 |
|
September |
903 |
892 |
- There are currently ten members on our customer Challenge Group.
- 148 are involved at a medium level. This includes Mystery Customers, Damp & Mould, Leaseholder Forum, Scrutiny and GMRG.
- 745 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 |
|
July |
100% |
80% |
|
August |
83% |
80% |
|
September |
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.
- In August, ten out of twelve respondents were satisfied.
- In July, we had seven case closures and all were satisfied.
% 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 |
|
July |
100% |
100% |
|
August |
100% |
100% |
|
September |
100% |
100% |
From July-September 2025, the Trust received 94 complaints.
19 complaints that were due for completion in September were responded to within timescale.
- 18 at Investigation stage.
- 1 at Review stage.
% 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 |
|
July |
96.23% |
92% |
|
August |
95.58% |
92% |
|
September |
96.23% |
92% |
September’s call centre performance shows a total of 2,708 calls answered, with 2,606 answered excluding callbacks. This means 102 calls were handled as callbacks, representing 3.77% of all answered calls.
% 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 |
|
July |
77.78% |
100% |
|
August |
92.86% |
100% |
|
September |
90.70% |
100% |
- During September, there were 4 service requests that were not completed within the expected timeframe, compared to 2 in August. We will continue to track performance and refine our procecessed to maintain and build on this progress.
Number of new formal complaints logged in month - Grounds Maintenance:
To ensure service failures and processes are identified and discussed. To aim for right first time, on time response
|
2025 |
Where we are at |
Target |
|
July |
1 |
3 |
|
August |
1 |
3 |
|
September |
0 |
3 |
3 complaints received in total for this quarter. 2 were upheld.
The upheld complaints related to attitude and quality of work of our Grounds Maintenance contractor - including cleaning and overgrown vegetation at one of our blocks.
Number of compliments received:
To provide details of the number of customer compliments received and monitor any variances.
|
2025 |
Where we are at |
Target |
|
July |
24 |
No target |
|
August |
19 |
No target |
|
September |
23 |
No target |
- 23 compliments were received for the month of September.
You can send us a compliment at any time.
|
2025 |
Where we are at |
Target |
|
July |
92.63% |
92% |
|
August |
92.11% |
90% |
|
September |
94.41% |
90% |
- First time fix remains above target. We’re hoping to see an improvement here with the introduction of a ‘van stock’ app.
% 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 |
|
July |
96.34% |
98% |
|
August |
99.38% |
98% |
|
September |
98% |
98% |
- The Trust have hit target for the past two months. Overall, performance remains strong in this area.
Number of properties below Decent Homes Standard:
Compliance with Home Standard.
|
2025 |
Where we are at |
Target |
|
July |
35 |
No target |
|
August |
21 |
No target |
|
September |
31 |
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 |
|
July |
80% |
100% |
|
August |
82% |
100% |
|
September |
80% |
100% |
- At the end of September, 10 of the 50 compliance areas are at less than 100%. This is a drop in performance from the previous month.
% of fire compliance indicators met
To provide high level indication of compliance across all areas.
|
2025 |
Where we are at |
Target |
|
July |
100% |
100% |
|
August |
100% |
100% |
|
September |
84.6% |
100% |
- One fire risk assessment was overdue in September - this has now been completed.
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.