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Customer Care Standards

Our standards have been drawn up following consultation with our customers, funders and commissioners. These are the key areas that are considered to be important. Our agency performance will be measured against Anchor Staying Puts Key Standards and published on a regular basis.

Key National Standards

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

• We will make the initial visit to you in your home by prior appointment
• We will arrive within an hour of when we say we will
• We will inspect the job on completion to make sure it has been done properly
• We will explain things clearly and Anchor Staying Put information will be easy to understand
• We aim that 95% of our customers will be satisfied or very satisfied with the service we provide.

Quality of Service

On completion of the work we ask you for your thoughts on the service you received. We use these questionnaires to find out your views and improve service delivery where necessary.
The following results are taken from our customer satisfaction survey conducted in 2004/2005 and measured against the key national customer service standards above.

• 100% of customers agreed that staff showed their ID badges.
• 100% of customers were visited by appointment on their first visit
• 98% of our customers agreed that the service was delivered reliably, on time and was professional and competent.
• 100% of all jobs were inspected following completion of work.
• 99% said they felt Staying Put staff made sure the work was done properly
• 100% of customers said that staff explained things clearly and respected their feelings
• 97% of customers were satisfied or extremely satisfied with the service they received.
  

In addition 98% of customers said that the service enabled them to remain living in their own home