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 2026: Checked and approved by Challenge Group, our Customer Panel.
Number of tenants who are actively involved:
To demonstrate the number of tenant's who are actively involved
|
2026 |
Where we are at |
Target |
|
July` |
159 |
N/A |
|
August |
178 |
N/A |
|
September |
223 |
N/A |
-
Since April 2026, we have had 223 customers who have been actively involved. September 2026 was a busy month for involvement, including policy consultations, our third Customer Conversations hosted in the community, a big Autumn Clean-up Day and Roadshow (these can be tricky to track direct involvement).
We also hosted a General Leaseholder meeting which was well attended.
% 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:
|
2026 |
Where we are at |
Target |
|
July |
100% |
100% |
|
August |
100% |
100% |
|
September |
100% |
100% |
- From April 2026, we have responded to 245 complaints within timescale.
- 193 were ‘Stage One’ complaints.
- 52 were ‘Stage Two’ 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.
|
2026 |
Where we are at |
Target |
|
July |
94.86% |
92% |
|
August |
95.98% |
92% |
|
September |
96.01% |
92% |
- During July-September 2026 we received 5142 calls, with 4259 answered.
- Of those answered 170 contact requests were logged.
Number of compliments received:
To provide details of the number of customer compliments received and monitor any variances.
|
2026 |
Where we are at |
Target |
|
July |
17 |
No target |
|
August |
9 |
No target |
|
September |
17 |
No target |
There were 17 compliments received in September
- Repairs 13
- Neighbourhood 1
- Development 1
- Estate management 1, and Tenancy Support 1
Twelve of the compliments were for quality of service and five were for staff conduct/attitude.
% of first time fix – Repairs:
To ensure we are driving efficiencies by completing repairs on first visit:
|
2026 |
Where we are at |
Target |
|
July |
96.04% |
92% |
|
August |
97.72% |
92% |
|
September |
97.10% |
92% |
- Our Inhouse Maintenance Team have achieved a record first time fix rate of 97.72% followed by the second highest reported in September.
% of emergencies attended within 4 hours:
To ensure emergency repairs are being delivered in a timely manner and meeting Trust targets.
|
2026 |
Where we are at |
Target |
|
July |
98.33% |
98% |
|
August |
96.20% |
98% |
|
September |
91.71% |
98% |
-
Demand for emergencies has risen with the change in seasons. What classes as an emergency has now changed with the time of year to include no heating or hot water.
Number of properties below Decent Homes Standard:
Compliance with Home Standard.
|
2026 |
Where we are at |
Target |
|
July |
9 |
No target |
|
August |
22 |
No target |
|
September |
24 |
No target |
-
As at the end of September there were 24 properties which do not meet the Decent Homes Standard.
% of compliance indicators met:
To provide high level indication of compliance across all areas.
|
2026 |
Where we are at |
Target |
|
July |
73% |
100% |
|
August |
69.20% |
100% |
|
September |
76.90% |
100% |
-
As at the end of September, of the 52 areas of compliance that are tracked, 12 were at less than 100% compliant - relating to:
Domestic lifting equipment (thorough examination, through floor lifts, servicing), Flat entrance door inspections, emergency light testing, passenger lift servicing, Unvented cylinders, Solid fuel, domestic and landlord EICR (electrical installation condition reports), electric gates, MVHR (Mechanical ventilation and heat recovery unit).
% of fire compliance indicators met
To provide high level indication of compliance across all areas.
|
2026 |
Where we are at |
Target |
|
July |
100% |
100% |
|
August |
87.50% |
100% |
|
September |
86.60% |
100% |
- Across the 15 fire related compliance indicators, 13 were at 100% as at end of September.
- The 2 areas not at 100% are flat entrance door inspections and emergency light testing.
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.