Friday March 12, 2010

Our Current Performance

Our service standards are our commitment to our customers. We have put in place a series of standards that we can measure and publish our performance against.

We already monitor our performance and use this information to continually improve our service delivery. We are now looking at ways to share this information with you, to show how we are learning as a result of your feedback on our service delivery."

The information on this page represents an overview of our performance in certain key area's, to see more detail click on one of the tables below.

Repairs

Definition	Performance	Trend
% of customers satisfied with the completed repair
% of customers satisfied with the precautions taken to protect your belongings and how the area was left
% of customers satisfied with the arrangements made for the trades person to attend the property
% of emergency repairs completed on time
% of urgent repairs completed on time
% of routine repairs completed on time
Comment - Excellent performance in all areas.

Customer Care

Definition	Performance	Trend
% of customers satisfied with the complaints process
% of complaints resolved satisfactorily at stage 1
% of complaints responded to with full written response or holding letter within the deadline
Comment - Changes made in agreement with our customer scrutiny panel and customer inspectors earlier in the financial year are now delivering much higher customer satisfaction levels.

Housing Management

Definition	Performance	Trend
% of customers satisfied with how well they were kept informed about the progress of their enquiry
% of customers satisfied that their query/issue was resolved with the information given
% of customers satisfied with the overall service provided
Comment - Excellent customer satisfaction levels.