Customer Care Standards April 2005

• 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 clients will be satisfied or very satisfied with the service we provide.

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.

Customer Satisfaction Survey

As part of our commitment to continual improvement of our service, we regularly consult with our staff and customers. All feedback is extremely valuable to us. Below are the results of our Anchor Staying Put Customer Satisfaction Surveys reflecting our performance over the three year period from April 2003 through to March 2005.

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. The total number returned has grown from 2,593 completed questionnaires in 2002 to a considerable 6,801 in 2005.

How Anchor Staying Put has performed since 2002

Clients who were satisfied and very satisfied with the service

Customers who agreed strongly that Staying Put staff were reliable

Customers who strongly agreed that staff arrived when they said they would

Customers who thought that the paperwork they received was very clear and easy to understand

Customers who thought that Staying Put staff explained things clearly

Was the work completed on time

Customers who agreed strongly that Staying Put staff ensured the work was done properly

Customers who felt that the work could not have been done without Staying Puts involvement

The results of the surveys show that the high standards of the service attained in 2002 have been maintained and delivered in 2004/05.

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 (2005 – 2007) Anchor Staying Put will further consolidate its position with effective service delivery, increased productivity and the development of its products.

 Over the past two years Anchor Staying Put has concentrated on developing the service by restructuring the business, developing local management skills and increasing accountability throughout the organisation as well as achieving financial viability. The organisation has reduced the number of smaller agencies and merged agencies together wherever possible to cover larger geographical regions. Investment in training and development of agency managers has ensured that the organisation develops the necessary skills at both a regional and national level. The business will operate more productively with fewer, stronger and more professional agencies serving a greater number of customers.

Changes to Anchor Staying Put Agencies

Bradford and Calderdale Agencies have been merged

Cumbria - Agencies opened in Copeland, Carlisle and South lakes. Complimentary heat service now offered in Barrow

Dorset - Agency opened in Christchurch, Purbeck to cover both East & North Dorset

Harborough and Rutland Agency has been expanded to cover Melton

Hull Agency has launched a minor adaptations service

Mid Sussex and Crawley Agency opened

Newcastle and Gateshead Agencies have been merged and a small repairs and gardening service developed

Reading Agency has been expanded

 Reigate and Banstead Agency has been expanded to cover Mole Valley

Worthing and Arun Agencies have been merged

Wycombe Agency has been expanded to cover Chiltern and South bucks

91% of customers said staff were reliable, professional and competent