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, January-March 2025: Checked and approved by Challenge Group, our Customer Panel.
Number of reported incidents of anti-social behaviour. This highlights number of new ASB incidents:
| 2025 | Where we are at | Target |
| January | 26 | 35 |
| February | 24 | 35 |
| March | 19 | 35 |
There has been a notable reduction in ASB cases this quarter, reflecting our strong commitment to community safety.
% 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 |
| January | 80% | |
| February | 100% | 80% |
| March | 83% | 80% |
Need to report anti-social behaviour? Head over to our webpage.
% 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 |
| January | 100% | 100% |
| February | 100% | 100% |
| March | 100% | 100% |
We successfully responded to all complaints within the required timescale, maintaining a perfect score of 100%.
% 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 |
| January | 95.05% | 92% |
| February | 95.03% | 92% |
| March | 95.52% | 92% |
The first-time fix rate for quarter 4 of 2024/25 consistently exceeded the target of 92%, demonstrating the team's strong performance in resolving issues on first contact.
Number of complaints received - Grounds Maintenance & Cleaning. 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 |
| January | 0 | 1 |
| February | 0 | 1 |
| March | 0 | 1 |
There were no complaints related to grounds maintenance or cleaning, exceeding expectations for the period.
% of complaints upheld - providing figure for complaints being upheld against the Trust:
| 2025 | Where we are at | Target |
| January | 51.85% | 55% |
| February | 50% | 55% |
| March | 57.69% | 55% |
Performance against the upheld complaints target fluctuated across the quarter with March ending above target following two months of slightly lower results.
Number of compliments received - to monitor variances in compliments received:
| 2025 | Where we are at | Target |
| January | 42 | No target |
| February | 31 | No target |
| March | 20 | No target |
The number of customer compliments decreased steadily over the quarter, with March showing the lowest volume received.
You can send us a compliment at any time.
Average call answer wait time - To monitor average length of time for call to be answered by an Advisor:
| 2025 | Where we are at | Target |
| January | 06m 16secs | 03m 00secs |
| February | 04m 04secs | 03min 00secs |
| March | 03m 21secs | 03mins 00secs |
Average call waiting times for January - March were impacted by staff absence and bad weather, resulting in performance slightly above target.
Average time taken to respond to live chats. Our Customer Experience Team are a multi channel contact centre, the figure demonstrates the digital aspect of the responsibilities of the team:
| 2025 | Where we are at | Target |
| January | 03m 29secs | 03m 30secs |
|
February |
04m 09secs | 03min 30secs |
| March | 02m 30secs | 03mins 30secs |
The average response time to live chats for January-March was generally close to the target, with performance varying slightly due to fluctuations in demand throughout the quarter.
Average time to complete a routine repair (Year To Date - days). To ensure routine repairs on average are being completed in a timely manner and meeting Trust targets:
| 2025 | Where we are at | Target |
| January | 24.30 | 21 |
| February | 23.94 | 20 |
| March | 21.26 | 19 |
Average time to complete a planned repair (Year to Date - days). To ensure planned repairs on average are being completed in a timely manner and meeting Trust targets:
| 2025 | Where we are at | Target |
| January | 69.16 | 75 |
| February | 66.54 | 70 |
| March | 70.61 | 70 |
% of first time fix – Repairs. To ensure we are driving efficiencies by completing repairs on first visit:
| 2025 | Where we are at | Target |
| January | 90.61% | 91% |
| February | 92.03% | 92% |
| March | 92.74% | 92% |
% 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 |
| January | 94.04% | 98% |
| February | 90.80% | 98% |
| March | 97.51% | 98% |
% of appointments made and kept - to ensure we are optimising delivery and meeting customer expectations:
| 2025 | Where we are at | Target |
| January | 89.07% | 91% |
| February | 92.21% | 92% |
| March | 94.49% | 93% |
Number of properties below Decent Homes Standard - compliance with Home Standard:
| 2025 | Where we are at | Target |
| January | 14 | No target |
| February | 16 | No target |
| March | 64 | No target |
% of customer satisfaction with improvement programme. This is to measure satisfaction with the improvement programme:
| 2025 | Where we are at | Target |
| January | 94.05% | 95% |
| February | 94.78% | 95% |
| March | 95.15% | 95% |
Customer satisfaction with compliance activity. To measure satisfaction with compliance activity:
| 2025 | Where we are at | Target |
| January | 90.19% | 100% |
| February | 86.27% | 100% |
| March | 80.39% | 100% |
Number of domestic properties below EPC level C. To understand the energy performance of stock:
| 2025 | Where we are at | Target |
| January | 1950 | 2030 |
| February | 1945 | 2010 |
| March | 1890 | 2000 |
We continue to invest in your homes to improve the energy efficiency and reduce fuel bills.
Glossary:
ASB - Anti-Social Behaviour
YTD - Year To Date
TSMs - Tenant Satisfaction Measures
GM - Ground 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.