| Newcastle & Gateshead |
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Customer Care Standards
In 2006 the Supporting People Team assessed us on the quality of our performance. We were awarded 3 As and 3 Bs. Our continuing performance is measured against two sets of standards – national and local – which have been drawn up following consultation with our managing agents, funders and commissioners. The local standards were recently revised following discussion with customers at our Focus Group.
These standards are the Key Areas that are considered to be important, and our Agency performance is measured against them and the results published here, in our newsletters, our Annual Report and in feedback to commissioners.
We are currently undergoing a re-assessment which will be completed shortly.
Charter Mark
Following applications
in March 2006 we were successful in achieving the Charter Mark standard.
This work involved extensive consultation with our customers, funding
partners and staff.
The standard is valid for three years, until March 2009, but are re-assessed on an annual basis to ensure that we improve or maintain our standards. We had our first re-assessment April 2007 and passed again.
We were extremely pleased to be told we had three areas of "best practice" – where we excelled even more than passing the Charter Mark criteria. These areas are
- Involving staff in developments, decision making etc...
- Ensuring customers understand all the information/ services etc...
- Flexibility of service delivery
Agency Performance
Key National Standards
| Key National Standards: All Services |
Results: 2006/7 |
Results: 2007/8 |
| We will always identify ourselves on the telephone and when we visit you in your home. |
95% |
92% of customers agreed that staff identified themselves over the phone and in person. |
| We will make the initial visit to you in your home by prior appointment |
100% |
100% of all visits were made by prior appointment. |
| We will arrive within an hour of when we say we will |
97% |
95% of customers agreed that we arrived on time. |
| We will inspect the job on completion to make sure it has been done properly |
100% |
100% of all jobs were inspected upon completion. |
| We will explain things clearly and Anchor Staying Put information will be easy to understand |
97% |
92% of customers agreed that we explained things clearly. |
| We aim that 95% of our customers will be satisfied or very satisfied with the service we provide |
97% |
100% of customers said they were satisfied with our overall service. |
We have had some dips in our performance. These have mainly been due to some staffing issues. We have restructured our team in order to improve our efficiency and have addressed all of the dips in our performance in our team meetings and staff 1:1s. We are confident that we will see an improvement in our next customer satisfaction survey results.
Key Local Standards and Performance Indicators
Local Key Standards: All Services |
Results: 2006/7 |
Results: 2007/8 |
We will answer 100% of all messages left |
Not previously recorded |
98% |
We will answer 100% of all written correspondence within 5 working days |
Not previously recorded |
98% |
| Local Key Standards: Trades Register, Small Repairs & Gardening services |
Results 2006/7 |
Results: 2007/8 |
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TR |
SR |
G |
TR |
SR |
G |
| We aim that 95% of our customers will rate the quality of workmanship and tidiness of our trades people and technicians as good or excellent. |
99% |
100% |
99% |
99% |
100% |
100% |
| We aim that 95% of our customers will rate our Trades person/technician’s courtesy and consideration as good or excellent. |
99% |
100% |
100% |
99% |
100% |
100% |
| We aim that 95% of our customers will rate our Trades People/technician’s timekeeping as good or excellent. |
98% |
98% |
95% |
99% |
99% |
98% |
Local Key Standards: HomeSure |
Results: 2006/7 |
Results: 2007/8 |
We will tell all customers how long they can expect to wait. |
Not previously recorded |
90% |
All customers will have a named contact throughout the process |
Not previously recorded |
90% |
All jobs will be completed within the agreed timescale |
Not previously recorded |
95% |
We will contact you within a year of the completed job to ensure you are still happy with the work. |
100% |
100% |