Service standards

Service standards

Our customer service standards are a set of commitments we make to residents about the services we provide and how well we perform. These standards were developed in partnership with our customers.

 What you can expect

We will:

  • answer 70% of calls to our customer service centre within 80 seconds
  • handle 80% of enquiries in our customer service centre without further referral
  • respond to voicemail messages within 3 working hours (Monday to Friday, 8am to 8pm)
  • offer you an appointment for your repair
  • provide an out-of-hours repairs service for emergency repairs
  • complete repairs right first time
  • carry out a gas service/ gas safety inspection annually
  • ensure that your home meets the decent homes standard
  • complete 100 customer satisfaction surveys each month
  • regularly tell you how we are performing

Scrutiny panels

These panels make sure we are delivering our service offers on-time and within budget. We recruit local residents to examine our progress and make sure we are accountable to all of our residents.

Our performance

Service standard March 2017
Answer 70% of calls to our customer service centre within 80 seconds 45.3 %
Handle 80% of enquiries in our customer service centre without further referral 61.0%
Respond to voicemail messages within 3 working hours (Monday to Friday, 8am to 8pm) 75.58%
Repair appointments made and kept 98.22%
Complete repairs right first time 97.45%
Carry out a gas service/safety inspection annually 99.97%
Complete 100 customer satisfaction surveys per month 100%
Ensure that your homes meets the decent homes standard 100%

We will be reviewing our service standards in 2017 as part of the implementation of our new Operations Strategy.

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