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, April-June 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 |
| April | 23 | 30 |
| May | 15 | 30 |
| June | 13 | 30 |
Dealing with ASB this quarter has shown the importance of problem-solving and working together. We are laying the groundwork for long-term solutions that improve safety and well-being for all.
% 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 |
| April | 84% | 80% |
| May | 100% | 80% |
| June | 100% | 80% |
Working alongside our customer Challenge Group, we focus on long-term problem-solving. This means that we maintain a reliable customer satisfaction score, whilst managing expectations.
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 |
| April | 100% | 100% |
| May | 100% | 100% |
| June | 100% | 100% |
From April-June 2025, the Trust received 48 complaints. This is 27 less than the last quarter. 34 were at Investigation Stage and 14 at Review Stage. There were 0 complaints responded to outside of timescale.
% 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 |
| April | 96.43% | 92% |
| May | 96.22% | 92% |
| June | 96.63% | 92% |
The Contact Centre has done a great job resolving customer queries on the first call, without needing to call people back. This means that most customers are getting the help they need straight away.
Number of complaints received - 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 |
| April | 0 | 1 |
| May | 0 | 1 |
| June | 0 | 3 |
There were no complaints related to grounds maintenance.
Number of complaints received - 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 |
| April | 0 | 1 |
| May | 1 | 1 |
| June | 0 | 1 |
There was only one complaint related to our cleaning service.
% of complaints upheld - providing figure for complaints being upheld against the Trust:
| 2025 | Where we are at | Target |
| April-June | 41.67% | 55% |
20 out 48 complaints were upheld. 12 at Investigation Stage and 8 at Review Stage.
Number of compliments received - to monitor variances in compliments received:
| 2025 | Where we are at | Target |
| April | 20 | No target |
| May | 16 | No target |
| June | 26 | No target |
Teams that received compliments: Repairs (16), Neighbourhoods (6), Estates (12), ASB (2), Asset (5), CX (4), Income (1), Comms (2), Tenancy Support (1).
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 |
| April | 03m 13secs | 03m 00secs |
| May | 03m 32secs | 03min 00secs |
| June | 02m 14secs | 03mins 00secs |
In April and May we were slightly over target, but June showed a big improvement. This is a positive sign that wait times are coming down - something that we continue to focus on.
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 |
| April | 02m 4secs | 03m 30secs |
|
May |
03m 36secs | 03min 30secs |
| June | 01m 31secs | 03mins 30secs |
Response times in May were slightly over, but overall the quarter shows strong performance for a quick and easy way to speak to us.
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 |
| April | 21.70 | 20 |
| May | 21.28 | 20 |
| June | 18.87 | 20 |
Average days are the lowest they have been in over 2 years.
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 |
| April | 62.86 | 70 |
| May | 59.23 | 70 |
| June | 57.75 | 70 |
Planned repairs have continued to follow a trend that remains within target.
% of first time fix – Repairs. To ensure we are driving efficiencies by completing repairs on first visit:
| 2025 | Where we are at | Target |
| April | 91.57% | 91% |
| May | 94.05% | 92% |
| June | 93.07% | 92% |
First time fix remains a key focus - ensuring Operative are scheduled in a proactive manner.
% 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 |
| April | 96.15% | 98% |
| May | 98.20% | 98% |
| June | 97.25% | 98% |
This remains stable throughout the quarter, however efficiencies will be reviewed to achieve the target.
% of appointments made and kept - to ensure we are optimising delivery and meeting customer expectations:
| 2025 | Where we are at | Target |
| April | 91.44% | 94% |
| May | 93.14% | 94% |
| June | 94.53% | 94% |
A positive trend of appointments were made and kept throughout quarter one.
Number of properties below Decent Homes Standard - compliance with Home Standard:
| 2025 | Where we are at | Target |
| April | 36 | No target |
| May | 35 | No target |
| June | 30 | No target |
The number of homes below the decent homes standard continues to reduce as work is completed.
% of customer satisfaction with improvement programme. This is to measure satisfaction with the improvement programme:
| 2025 | Where we are at | Target |
| April | 100% | 95% |
| May | 100% | 95% |
| June | 100% | 95% |
Customer satisfaction remains high.
Non-breached compliance indicators as a % of the compliance programme:
| 2025 | Where we are at | Target |
| April | 99.69% | 100% |
| May | 99.70% | 100% |
| June | 99.82% | 100% |
Landlord property compliance performance remains high at the Trust during this period. Fewer than 0.5% of services were overdue - this equates to around 24 of 12,500 tests.
Number of domestic properties below EPC level C. To understand the energy performance of stock:
| 2025 | Where we are at | Target |
| April | 1822 | 2000 |
| May | 1796 | 2000 |
| June | 1795 | 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.