We track performance against our standards using a combination of measurment and monitoring. 

The dashboard below explains the various measurements we have in place to track performance against the standards.

There is a robust performance management framework that sits behind this dashboard that is used to support improvements in services.

All staff who deal with customers will discuss their own performance against these standards at their 121 meetings with their manager. 

Not every commitment can be easily measured. Some of the statements included are around things such as our opening hours and are therefore monitored as opposed to measured. 

The commentary below covers these additional commitments.

The tabs below show you the commitments we can monitor:

  • Telephone service

    We aim to answer most telephone calls within 5 minutes. If waiting times are longer than this, customers are made aware at the start of the call.

    During Quarter 1, the average time it took to answer a call in the Customer Hub was 14 minutes. During Quarter 2, the average time was eight-and-a-half minutes.

    These figures are an average for the 3 months included in these periods, and is significantly above our target of 5 minutes.

    However, waiting times have actually been improving:

    • In April the average waiting time was approx. 21 minutes
    • This was due to increased demand (in terms of inbound enquires) combined with a number of unfilled vacancies within the team
    • In May this improved to 12 minutes
    • In June the waiting times were approx. 9 minutes
    • By July this improved to less than six-and-a-half minutes 
    • In August this rose to an average of around 13-and-half minutes
    • In September this dropped to about six minutes
    • Where waiting times were longer than 5 minutes, the customers were informed at the start of the call.
    • This functionality is built into our telephone system and is tested weekly by the Hub managers.

    Our telephone lines are open between 8am and 5.30pm Monday to Friday. Our reception is open between 9am and 3pm Monday to Friday.

    During the period, there were no exceptions to these advertised opening times.

  • Our staff

    Our staff will be friendly and polite, give their name when answering the telephone and show you identification when visiting you at home.​

    We collect feedback from customers following every transaction. This is collected via an automated text survey that is generated after every telephone enquiry, repair or meeting with a customer.

    • Overall, customer satisfaction with our services is 4.5*
    • Satisfaction with the Customer Hub Service is 4.3*

    We intend to further assess the quality of our telephone service by screening a percentage of every advisor's telephone calls. This will be a new process that will commence in Quarter 2. The results of this exercise will be included in the next commentary of the dashboard on this page.

    Staff identification

    Our staff and contractors should always show you identification when visiting you at home and we strongly advise you not to let anyone into your home unless they show their identification. We look for any complaints or comments on this theme within the feedback we receive. Additionally, there is a message on our repairs calls queue to remind customers that the operative attending must show them their identification. This reminder is also included on our website for any customers booking a repair in this way.

    During the period we identified no cases where our staff members failed to show their ID card. If there any issues these are addressed by managers at 121 sessions.

     

  • How we communicate with you

    We will always try to communicate with you in a way that is suitable to your needs and preferences.

    As part of this, we will always try to communicate with our customers in a way that is suitable to their individual needs.

    We store information on our system around customers' communication preferences and offer a range of translation and accessibility services.

    We regularly check figures around customer access against our profiling information to ensure that no groups are excluded.

    During the period our translation services were accessed on 27 occasions during Quarter 1. This is the breakdown of translation types accessed during this period.