New service standards for 2011/12
Last year, residents voted for the service standards they wanted Viridian to report back on which we agreed to do every three months. Have a look at the table below and see how we are performing in the areas that matter to you most.
April - June 2011/12 (quarter 1)
| Service standard | Quarter 1 perfomance | In target? |
| 1 | We will answer 80% of your telephone calls within five rings (20 seconds) | 82% | Y |
| 2 | We will return 90% of your telephone calls within 48 hours if you have left us a message | 55% | N |
| 3 | We will send a written response to 90% of your letters, faxes or emails within 10 working days | 76% | N |
| 4 | We will greet you within five minutes of your arrival at our offices | 85% | n/a |
| 5 | If you have an appointment at our offices, we will not keep you waiting for more than 10 minutes | 85% | n/a |
| 6 | We will write to everyone on the transfer list at least once each year to check they wish to remain on it and their details are up to date | The transfer list was reviewed in January 2011 and residents were informed this was taking place in the Spring edition of Link. An update will be provided in the Autumn edition, with the next review commencing in December 2011. | n/a |
| 7 | We will review your rent and service charge every year giving you adequate notice of any changes, and will consult with you on the services which make up your service charge | All rent and service charge notifications were sent out within the prescribed timescale. We will be carrying out satisfaction surveying in December 2011. | n/a |
| 8 | We will carry out 100% of emergency repairs within 24 hours, ensuring they are left safe and secure | 95% | N |
| 9 | We will respond to 90% of new reports of domestic violence, hate-based harassment and violent behaviour within one working day | 100% | Y |
| 10 | We will acknowledge receipt of 97% of complaints within three working days | 98% | Y |
If you have any questions please contact the business excellence team.
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