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Performance Overview: Involvement and Empowerment Standard

These standards focus on how we involve and empower customers, understand the diverse needs of our customers and our approach to customer service, choice and complaints.

Our annual performance for the 2018/19 the financial year can be viewed below.

Service Area

StandardStandard achieved?

Customer Service

We will acknowledge complaints within 3 working days

Yes

Customer Service

We will respond to complaints within allotted timescales

Yes

Customer Service

We will resolve 80% of enquiries at the first point of contact

Yes

Customer Service

We will respond to 85% of Councillor and MP enquiries within 5 working days

Yes

Customer Service

We will handle all calls on average within 300 seconds

Yes

InvolvementWe will involve tenants when producing our annual reportYes
InvolvementWe will support our Involved Tenants to review at least two of our services every yearYes
InvolvementWe will hold quarterly Customer Forum meetingsYes
InvolvementWe will provide information and signposting to tenants on training and development courses across the borough  to enable tenants to take an active part in involvement activities

Yes