How did we perform in December?
Every month we report on our performance against the top ten service standards as chosen by our customers.
In December 2015 we met six of our targets and missed out on four of them. Read the standards below to find out how we're aiming to improve our performance in 2016.
We will support you through moving into a property and make sure you are satisfied with your home
What happened last month?
Customers are happy with the quality of our service.
What is our response?
We will continue to monitor customer satisfaction to make sure we are meeting customer expectations in this service area.
Performance last month
Target: 80%
September: 100%
We will respond to your written enquiry within 10 days
What has happened?
This is a year to date figure. Performance has remained consistently just below target. During December, there were 13 letters due for a response in Patchway and 12 of these were responded to within target time. Neither Yate nor Kingswood had any letters due a response.
What is our response?
This indicator currently only measures performance of staff within the area offices. This does not include the majority of staff who do not work in these locations. Work is being undertaken over the next few months to develop a process for all corresondance from customers to be reported upon. This will then provide a more accurate position on our performance.
Performance last month
Target: 95%
December: 92 %
We will answer calls within 15 seconds and call you back within one day if you leave a message
What has happened?
We have continued to get better over the last 4 months. This is our best performance of the year.
What is our response?
We will continue to try to answer our calls as quickly as possible.
Performance last month
Target: 80%
December: 69%
We will listen to you and treat you with respect and take ownership of your queries
What has happened?
Live call monitoring has been undertaken during the period. All calls listened to had staff that listened to customers, treated them with respect and took ownership of queries. There have been no formal complaints received during the period on these issues.
What is our response?
Monitoring will continue to take place to ensure that Customer Service Teams are delivering high levels of customer service.
Performance last month
Target: 90%
December: 100%
We will ensure our communication to you is clear and jargon-free
What has happened?
We have improved since November and are pleased to have met our target.
What is our response?
We will continue to focus on making sure that our communication is as clear as possible.
Performance last month
Target: 80%
December: 81%
We will investigate complaints and respond within 10 working days
What has happened?
Performance continues to be disappointing. 12 complaints were received during December and 9 were responded to within 10 days.
What is our response?
We continue to try to respond to all of our complaints within 10 days.
Performance last month
Target: 90%
December: 75%
We will keep the repairs appointments we make with you
What has happened?
An excellent performance in month. Good team work between our teams.
What is our response?
We will continue to meet appointments as this is a key area that affects customer satisfaction and value for money.
Performance last month
Target: 75%
December: 97%
We will complete repairs to a high standard
What has happened?
We collect the information used to measure performance against this service standard from customers at the end of each repair job, when a customer is asked to rate how well the job has been completed.
We continue to perform consistently better than target against this measure.
What is our response?
We aim to maintain our performance against this target by constantly monitoring the way we work.
Performance last month
Target: 88%
December: 100%
We will support you through any improvement to your home and ensure the work meets your needs
What has happened?
Only 50% of the returned surveys agreed that they were fully supported throughout the works process. The 50% that did not score highly on this question marked it not applicable and this was based on works carried out to doors and windows.
What is our response?
We would still expect the customer to feel fully supported for any works that are carried out. All programmes of work are assigned a resident liaison officer who would cover this area. This issue will be brought up in the contractor progress meeting and continue to be monitored.
Performance last month
Target: 90%
December: 89%
We will contact you when you report anti-social behaviour within one working day for urgent cases and five working days for all other cases
What has happened?
We have continued to deliver performance better than the target set. In December we contacted all victims reporting anti-social behaviour within the required timescales.
What is our response?
We have rewritten our ASB procedure and are in the process of training all relevant staff to deliver the new requirements. This new procedure builds on the feedback given by customers who have received our service and attended a focus group to tell us how good or bad their experience was, as well as incorporating the new legal powers available to us.
We anticipate improved service delivery and customer satisfaction from using our new procedure.
Performance last month
Target: 90%
December: 100%