Salisbury  

about us staff team working with the community how we are funded compliments and complaints case study customer care standardscontact usnews anchor staying put main site

 

Customer Care Standards

 

These two sets of standards have been drawn up following consultation with our customers, funders and commissioners. They are the key areas that are considered to be important.

National key standards - period October 2007 - March 2008

 

  • We will always identify ourselves on the telephone and when we visit you in your home

Our latest performance figures show that we did this 81% of the time

  • We will make the initial visit to you in your home by prior appointment.

 Our latest performance figures show that we did this 100% of the time

  • We will arrive within an hour of the when we say we will. You will find that in almost all instances we will arrive on time or only minutes away from the arranged time.

Our latest performance figures show that we did this 100% of the time

  • We will inspect the job on completion to make sure it has been done to a good standard and to the specification where appropriate.

Our latest performance figures show that we did this 100% of the time

  • We will explain things clearly and Anchor Staying Put information will be easy to understand.

 

Our latest performance figures show that we did this 95% of the time

  • We aim that 95% of our customers will be satisfied or very satisfied with the service provided.

Our latest performance figures show that we 95% of our customers were satisfied or very satisfied

 

 

Key local standards - period October 2007 - March 2008

 

Customer Journey Targets

     

         Stage

Target Time

Actual Time

    Comments

 

Referral from Occupational Therapist to 1st Contact with customer

 

1st Contact to case worker

 

 

 

Referral from case worker to Technical Officer for survey

 

 

 

Survey to OT and Customer approval    (all works)

 

 

 

Approval to grant application

 

 

 

 

Grant approval to start of work

 

 

5 Working days

 

 

10 working days

 

 

20 working days

 

 

 

40 working days (major works)

 

 

90 working days (major works)

 

 

30 working days

)

)

)

)14 working  

) days

) 

) 

 

 

 

)

)

) 132 working

)     days     

)

)

)

)

)

)

)

)

)

) 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The requirement of obtaining Building Regulation and planning consent has a bearing on this time

 

Contractor can sometimes cause delay to commencement dates

 

 

We did identify from our latest customer satisfaction surveys a dip in the performance of our contractors, and specifically their timekeeping. We have addressed this by writing to all our contractors to remind them about the importance of good timekeeping. As a result of the above action timekeeping has improved from 72% to 82%.

 

 
Site designed by JWG Creative Media Ltd - Tel: 07939 213427