Service Standards Performance Summary

Five (71%) out of the seven customer service standards were assessed as met by the Customer Inspectors for Quarter 4 2017/18 (January to March 2018). In total Customer Inspectors passed 75 out of 80 (94%) measures.

For standard 2 ‘Understand and respond to the different needs of individuals’ two measures for the collection of profiling data at sign-up for new customers showed that not all records are being fully updated on our housing management IT system. Reporting improvements have been made and weekly checks implemented to ensure progress is made.

For standard 5 ‘Keep you informed in ways which are easy to understand’ three measures 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.