Our national care standards have been drawn up following consultation with our customers and are the key areas that they consider to be important. Our national performance is measured against the standards and our results for the last three years can be viewed by clicking on the link below.

National customer care standards

• We will arrive when we say we will, within the hour
• 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 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.

Each agency also has local standards, which are set together with customers, funders and commissioners to meet local needs. These can be viewed on the local agency websites, which can be accesssed by using the agency locator tab at the top of the page.

Please click on the link below to view our performance against our national standards from April 2002 to March 2008.

Customer Consultation

Consultation with our customers is an integral and essential part of our service and we regularly seek your opinion on the service you have received.

All customers receiving a core Staying Put service also receive a questionnaire, which is returnable in a freepost envelope to a central address where the results are collated by an external and independent company. We actively encourage all our customers to help us by returning these surveys and we would like to thank those of you who have taken the time to complete and return the survey. We use these questionnaires to measure our performance against our national standards and also to improve service delivery, where necessary.

In addition to our customer satisfaction surveys, we hold a National User Group every year where users of Anchor Staying Put services are invited to discuss various aspects of our service and consider ways of improving it to meet customer needs. This includes input when designing our leaflets.

Please click here to see out latest user group report.

There is also the Anchor Staying Put advisory group which consists of members of the local community who volunteer to be involved with the running of Staying Put agencies and, by doing so, add a great deal to our service.

If you have a suggestion regarding our service we invite you to contact us via e-mail at the following address: ann.young@anchor.org.uk

Going Forward

Anchor Staying Put is the largest provider of home improvement agency services in England and the leading business in its field. Every year it provides more than 16,000 older people in seventy four locations across England with home improvement agency and related services.

For the next three years (2007 - 2010) Anchor Staying Put will further consolidate its position with effective service delivery, increased productivity and the development of its products.

Whilst the emphasis for the business is on consolidation and continual improvement of existing services, new innovations, which meet the key strategic aims of the organisation, will be supported locally.  Where sustainable, these will be implemented consistently across the whole organisation to the benefit of all of Anchor Staying Put customers

Changes to Anchor Staying Put Agencies

A new Staying Put Agency has opened in Essex covering the Castle Point and Thurrock areas.

The Wealden & Lewes Agency now provides a signposting service called 'Navigator' across the whole of East Sussex.

Weymouth & Portland Agency has launched a Housing Options Scheme.

A new agency has opened in Chichester.

A new agency has opened in Rotherham.