Our performance

You can view January - March 2023 performance here.

You can view October - December 2022 performance here.

You can view July -September 2022 performance here.

You can view April - June 2022 performance here.

How we performed (April - June 2023)

Contacting us

• 1mins 35sec average call waiting time (Target 3 mins)

The average call wait time has remained very low. Sometimes you may need to wait a little longer during our busier times but we will endeavour to reach you as soon as we can. The best times to call us is Tuesday to Thursday as our busiest days are Monday and Friday.

Amanda Libecans |  Customer Experience Manager

• Avg number of compliments received 44
• 94% of Customer Service enquiries resolved first time (Target 92%)

Our customer services team receive regular training and work with other teams to ensure the advisors are kept up to date with all the services the Trust offer. In the majority of cases, this ensures that our advisers are able to answer your enquiries the first time you contact us. If we are unable to do this, we will pass on your query to the relevant team to help. Our phone line options are under review and will be updated to make them more inviting for customers to use.

Amanda Libecans |  Customer Experience Manager

How well we handle your repairs

• 90% of repairs jobs that are sorted first time around (Target 92%)
• 90 days average time to complete a planned repair (Target 85)
• 96% of emergencies attended within 4 hours (Target 100%)
• 93% of appointments made and kept (Target 95%)

Tenant satisfaction

• 42% satisfaction with complaint handling
• 72% overall Tenant Satisfaction (Target 80%)
• 83% of customers satisfied with our ASB service (Target 80%)
• 99% people who are satisfied with their home improvement (Target 95%)
• 100% of people who are satisfied with their new home (Target 100%)

From April to June 2023, 72% of tenants are satisfied with the overall services provided by us. Over three-quarters of tenants are satisfied with the safety of the home (80%), the repairs service in the last 12 months (77%), PPHT being easy to deal with and the value for money of the rent (both 76%).

Rachel Marsland | Customer Voice Manager 

The condition and safety of your home

• 100% of homes with an annual gas safety certificate (Target 100%)
• 99% of homes with an annual electrical safety certificate (Target 100%)
• 99% of all safety testing, servicing and inspections completed year to date (Target 100%)

The Trust will always strive to be 100% compliant across all areas, but at the same time recognises that there will inevitably be properties that present access issues, and that there are often contractor issues that cause us to drop below 100%. Where this is the case, we prioritise visibility so the Trust is always aware of where each address is up to.

The Trust is very proud to maintain our 100% record for all properties with a gas supply having an annual gas safety check

Laura Burton | Compliance Manager 

Quality of our grounds maintenance

• 67% completion of agreed work by our grounds maintenance contractor (Target 95%)
• We get fewer than two* complaints each month about grounds maintenance.

Caren Breddy | Estates Manager

Complaints

• Avg number of complaints received 25

Amanda Libecans | Customer Services Manager

• 99% of complaints responded within timeframes

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.

How we performed (January - March 2023)

Contacting us

• 1mins 35sec average call waiting time (Target 3 mins)
• Avg number of compliments received 40
• 95% of Customer Service enquiries resolved first time (Target 92%)

Customer Services continue to deal with enquiries right first time for our tenants. Cross working across teams and ongoing training and support for Contact Centre staff means we can give an answer to the majority of tenant who call us straight
away.

David Squires | Head of Customer Services 

How well we handle your repairs

• 97% of repairs jobs that are sorted first time around (Target 92%)
• 56 days average time to complete a planned repair (Target 85)
• 99.73% of emergencies attended within 4 hours (Target 100%)
• 91.6% of appointments made and kept (Target 95%)

We are just below target for appointment made and kept. But did you know, the Trust completed 4,200 repairs on our first visit from the 4,600 repairs delivered. We also came just below target for emergencies responded to within 4 hours, the Trust missed three appointments in February during our out of hours service that resulted in a drop during the quarter.

Simon Williams | Head of Repairs and Maintenance Manager

Tenant satisfaction

• 33% satisfaction with complaint handling
• 67% overall Tenant Satisfaction (Target 80%)
• 78% of customers satisfied with our ASB service (Target 80%)
• 99% people who are satisfied with their home improvement (Target 95%)
• 94% of people who are satisfied with their new home (Target 100%)

The Trust has seen a decrease in overall satisfaction during January - March. We are working closely with Teams to ensure we deal with any key trends and issues. However, overall
satisfaction with Peaks & Plains for the year is 75%.

Rachel Marsland | Customer Voice Manager 

The condition and safety of your home

• 100% of homes with an annual gas safety certificate (Target 100%)
• 99.9% of homes with an annual electrical safety certificate (Target 100%)
• 99.6% Oof all safety testing, servicing and inspections completed year to date (Target 100%)

We've changed this performance indicator since Q2.

This number represents what % of all the tests and inspections that are due across the full portfolio have been completed. It gives a much
better feel for how we are actually performing in the context of everything that we have to do.

Laura Burton | Compliance Manager 

Quality of our grounds maintenance

• 90% completion of agreed work by our grounds maintenance contractor (Target 95%)
• We get fewer than two complaints each month about grounds maintenance.

The average score for January to March is
96.6% of sites maintained. The score shown at 90% is for the full years performance. The missed visits for March were completed in the first week of April.

Caren Breddy | Estates Manager

Complaints

• Avg number of complaints received 46

In 2022/23,the Trust received 537 complaints, all
except one case which we receievd in April 22 was
responded to within agreed timescales. Since June
22, the Trust have a full time Complaints
Coordinator who is responsible for checking that our responses reach customers in time to ensure this does not happen again.

Amanda Libecans | Customer Services Manager

• 100% of complaints responded within timeframes

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.

How we performed (October - December 2022)

Contacting us

• 3mins 34sec average call waiting time (Target 3 mins)
• Avg number of compliments received 29
• 94% of Customer Service enquiries resolved first time (Target 92%)

Average call waiting time performance declined in
December. This decrease in performance is due to
the overwhelming demand for service arising
from the spell of freezing weather experienced in
mid December.
The Trust and Out of Hours service experienced
an unprecedented volume of calls relating to
frozen and burst pipes, failed hot water and
central heating systems.

David Squires | Head of Customer Services 

How well we handle your repairs

• 88% of repairs jobs that are sorted first time around (Target 92%)
• 53 days average time to complete a planned repair (Target 85)
• 98% of emergencies attended within 4 hours (Target 100%)
• 90% of appointments made and kept (Target 95%)

The average time taken to deliver larger repairs undertaken by the Trust is starting to reduce. This is supported with customer satisfaction data on time taken to undertake repairs also improving. The new service standards introduced earlier this year, with the support from the
Customer Challenge Group have now been embedded and improvements from that work are now being seen.

Michaela Burns | Repairs and Maintenance Manager

Tenant satisfaction

• 42% satisfaction with complaint handling
• 80% overall Tenant Satisfaction (Target 80%)
• 85% of customers satisfied with our ASB service (Target 80%)
• 96% people who are satisfied with their home improvement (Target 95%)
• 90% of people who are satisfied with their new home (Target 100%)

Acuity completed the third quarter of the perception survey using our customer data and customers contact preferences. Of the customers
contacted, 254 customers completed a
survey.

Good news, overall customer satisfaction is 80%, up 8% from June to September.

The ASB service - it is up from 78% to 91.03%.

Rachel Marsland | Customer Voice Manager 

The condition and safety of your home

• 100% of homes with an annual gas safety certificate (Target 100%)
• 99.9% of homes with an annual electrical safety certificate (Target 100%)
• 99.5% Oof all safety testing, servicing and inspections completed year to date (Target 100%)

We've changed this performance indicator since Q2.

This number represents what % of all the tests and inspections that are due across the full portfolio have been completed. It gives a much
better feel for how we are actually performing in the context of everything that we have to do.

Laura Burton | Compliance Manager 

Quality of our grounds maintenance

• 100% completion of agreed work by our grounds maintenance contractor (Target 95%)
• We get fewer than two complaints each month about grounds maintenance.

Complaints

• Avg number of complaints received 39

We are listening to what you are telling us and are looking at ways to use your feedback to improve our services using any lessons learned from complaints. We will update you regularly to let you know what we have been doing and why.

Amanda Libecans | Customer Services Manager

• 100% of complaints responded within timeframes

All complaints received between October -
December were responded to within timescales.
Staff who are responsible for dealing with
complaints have received refresher training to
ensure the quality of responses remain high.

Our promise to customers is that we will do this on a regular basis.

Amanda Libecans | Customer Services Manager

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.

How we performed (July - September 2022)

Contacting us

• 1mins 44sec average call waiting time (Target 3 mins)
• 39 number of compliments received
• 94% of Customer Service enquiries resolved first time (Target 92%)

The time is takes us on average to pick up the phone to you when you ring our contact centre remains low. We are also reviewing the options on our phone line to make it even easier for you when you call.

Amanda Libecans | Customer Services Manager

How well we handle your repairs

• 92% of repairs jobs that are sorted first time around (Target 92%)
• 74 days average time to complete a planned repair (Target 85)
• 99% of emergencies attended within 4 hours (Target 100%)
• 90% of appointments made and kept (Target 95%)

Good progress has been made this year; we are not experiencing the same staffing issues as we did last year. We are in control of the planning of this area and continue to focus on getting appointments booked within target and ensuring we prioritise the more urgent jobs.

Michaela Burns | Repairs and Maintenance Manager

Tenant satisfaction

• 64% satisfaction with complaint handling
• 72% overall Tenant Satisfaction (Target 80%)
• 91% of customers satisfied with our ASB service (Target 80%)
• 97% people who are satisfied with their home improvement (Target 95%)
• 88% of people who are satisfied with their new home (Target 100%)

We have seen a slight decrease in satisfaction from last time.

Customers told us that we need to improve our communication and make sure that we keep you updated about your repairs especially if we are facing delays. We hope to see this improve in our next results.

We have, however, seen a big improvement from April - July, in satisfaction with the ASB service - it is up from 78% to 91.03%.

Rachel Marsland | Customer Voice Manager 

The condition and safety of your home

• 100% of homes with an annual gas safety certificate (Target 100%)
• 99.9% of homes with an annual electrical safety certificate (Target 100%)
• 80% completed necessary safety tests, servicing and inspection (Target 100%)

We monitor the performance of 48 separate compliance areas every month. These include gas servicing, electrical safety, fire safety, lift servicing but also smaller programme areas including electric gates, roller shutter doors, power assisted doors and column lights. If there is any reason that has meant that any component within our full list has surpassed its anniversary date it will affect this reported figure.

This could happen for many reasons such as: a specialist contractor may have been unavailable, or a tenant refused us access to their home.

Each month the detail behind the figure is reported to our Board and our Performance Management Group so that we can constantly monitor the risk.

Laura Burton | Compliance Manager 

Quality of our grounds maintenance

• 88% completion of agreed work by our grounds maintenance contractor (Target 95%)
• We get fewer than two complaints each month about grounds maintenance.

Complaints

• 49 number of complaints received

We are listening to what you are telling us and are looking at ways to use your feedback to improve our services using any lessons learned from complaints. We will update you regularly to let you know what we have been doing and why.

Amanda Libecans | Customer Services Manager

• 99% of complaints responded within timeframes

All complaints received between July and September were responded to within timescales. Staff who are responsible for dealing with complaints have received refresher training to ensure the quality of responses remain high.

Our promise to customers is that we will do this on a regular basis.

Amanda Libecans | Customer Services Manager

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.

How we performed (April – June 2022)

Contacting us

• 2mins 26sec average call waiting time (Target 3 mins)
• 45 number of compliments received
• 94% of Customer Service enquiries resolved first time (Target 92%)

First time resolution for phone enquiries remains consistently high. The Customer Services team work closely with other departments to make sure they are up to date on all services, enabling excellent customer service right first time.
Amanda Libecans | Customer Services Manager

How well we handle your repairs

• 90% of repairs jobs that are sorted first time around (Target 92%)
• 80 days average time to complete a planned repair (Target 85)
• 100% of emergencies attended within 4 hours (Target 100%)
• 89% of appointments made and kept (Target 95%)

Tenant satisfaction

• 75% satisfaction with complaint handling
• 80% overall Tenant Satisfaction (Target 80%)
• 78% of customers satisfied with our ASB service (Target 80%)
• 100% people who are satisfied with their home improvement (Target 95%)

The condition and safety of your home

• 99.9% of homes with an annual gas safety certificate (Target 100%)
• 99.9% of homes with an annual electrical safety certificate (Target 100%)
• 78% completed necessary safety tests, servicing and inspection (Target 100%)

Quality of our grounds maintenance

• 79% completion of agreed work by our grounds maintenance contractor (Target 95%)
• We get fewer than two complaints each month about grounds maintenance.

Complaints

• 60 number of complaints received
• 99% of complaints responded within timeframes

The number of complaints has remained consistent in Q1 with the majority being closed through first stage resolution.

In Q2, the Trust is focusing on learning from complaints and making service improvements to reduce the same issues being repeated.

One complaint at review stage exceeded the deadline by one day in April which affected the performance figures. All other complaints the Trust has received since then have been responded to within the given timescale.

The Complaints Team monitors all cases and checks the Investigating Officer is on track to deliver the response on time.

Amanda Libecans | Customer Services Manager