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 2026: 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.
|
2026 |
Where we are at |
Target |
|
January |
891 |
900 |
|
February |
900 |
900 |
|
March |
900 |
900 |
- There are currently nine members on our customer Challenge Group.
- A total of 900 customers have expressed an interest at wanting to get involved. This can include - being a member of Challenge Group, our Commentator Panel or other customer forums.
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.
|
2026 |
Where we are at |
Target |
|
January |
|
80% |
|
February |
|
80% |
|
March |
|
80% |
We often struggle to get satisfaction surveys completed, so we often call our customers.
- We received no responses during this quarter.
% 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 |
|
January |
100% |
100% |
|
February |
100% |
100% |
|
March |
100% |
100% |
- From January-March 2026, all complaints were responded to within timescale.
- There were 214 complaints at Stage 1.
- There were 62 complaints at Stage 2.
% 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 |
|
January |
97.77% |
92% |
|
February |
97.29% |
92% |
|
March |
96.49% |
92% |
During January-March 2026, Asset, Income and Neighbourhoods had the highest contact requests.
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.
|
2026 |
Where we are at |
Target |
|
January |
72.73% |
100% |
|
February |
82.93% |
100% |
|
March |
100% |
100% |
- There were 58 service requests in March and all were completed within timescale.
Number of new formal complaints logged in month - Grounds Maintenance:
|
2026 |
Where we are at |
Target |
|
January |
0 |
0 |
|
February |
0 |
1 |
|
March |
0 |
1 |
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.
|
2026 |
Where we are at |
Target |
|
January |
15 |
No target |
|
February |
12 |
No target |
|
March |
18 |
No target |
- We received 45 compliments across the period. These are always shared with the relevant team(s).
- Compliments were given for quality of service, conduct & attitude and communication.
You can send us a compliment at any time.
|
2026 |
Where we are at |
Target |
|
January |
95.11% |
90% |
|
February |
96.79% |
91% |
|
March |
96.67% |
92% |
- We have continued to deliver above average for first time fix repairs - with a total of 13,341 completed on the first visit.
% 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 |
|
January |
97.21% |
98% |
|
February |
98.45% |
98% |
|
March |
93.31% |
98% |
- The Trust is committed to attending all emergency appointments within 4 hours.
Number of properties below Decent Homes Standard:
Compliance with Home Standard.
|
2026 |
Where we are at |
Target |
|
January |
56 |
No target |
|
February |
50 |
No target |
|
March |
40 |
No target |
- The number of Decent Homes has decreased since the previous quarter where figures were higher following our annual stock condition survey.
% of compliance indicators met:
To provide high level indication of compliance across all areas.
|
2026 |
Where we are at |
Target |
|
January |
88% |
100% |
|
February |
76% |
100% |
|
March |
78% |
100% |
- At the end of March there were 11 compliance areas at less than 100%.
% of fire compliance indicators met
To provide high level indication of compliance across all areas.
|
2026 |
Where we are at |
Target |
|
January |
100% |
100% |
|
February |
100% |
100% |
|
March |
100% |
100% |
- During this time frame, we were 100% 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.