Our customer care standards

Being customer focused is one of our key values. We want to ensure that excellent customer service is at the heart of everything we do. With the help of our residents we developed a set of customer care standards to make sure we respond effectively to your needs and help you to understand the level of service you can expect from us.

Our customers include:

• Anyone we provide a direct service to,

• Anyone we provide a service to on behalf of others,

• Organisations we work with, and

• Anyone acting on behalf of our customers such as friends, relatives or MPs

Customer Care standards

Service standards 2012/13

	Our committment to you Service standard reporting - 2012/13	Target Met	How we did Q4
	We will answer 80% of your telephone calls within five rings (20 seconds)		92%
	We will return 90% of your telephone calls within 48 hours if you have left us a message		87%
	We will send a written response to 90% of your letters, faxes or emails within 10 working days		76%
	We will provide an acknowledgement of your email within 24 hours and provide a full response within 10 days.		100%
	We will greet you within five minutes of your arrival at our offices		100%
	If you have an appointment at our offices, we will not keep you waiting for more than 10 minutes		100%
	We will acknowledge receipt of 97% of complaints within two working days		100%