Service Standards Performance Summary

Six (86%) out of the seven customer service standards were assessed as met by the Customer Inspectors for Quarter 2 2017/18 (July to September 2017). Their assessment is summarised below.

Customer Inspectors assessed eight out of the 11 measures for standard 5 ‘Keep you informed in ways which are easy to understand’ as met. The measures in three areas indicated more could be done to keep customers informed during Anti-Social Behaviour complaints, service complaints and what would happen next if additional work was required to complete a repair. All customer feedback, particularly where customer expectations have not been met, is analysed to inform service improvements. These are reported through our ‘You Said, We Did’ examples.