We continually review, change and improve our services in response to what you tell us. We also track our
performance against national standards to make sure we provide an excellent service in the areas you say matter
the most. This is some of the progress we have made in the last year:
Customer Liaison Officers (CLO)
Over 98% of enquiries dealt with by the CLO team were responded to in seven days or less. The CLO team also now hold evening telephone surgeries, targeted at resolving enquires at times that better suit our customers. We’ve had great feedback about extended hours and will be doing this on a regular basis throughout the year. Find out who your CLO is.
We treat any complaint as a golden opportunity to change a negative experience into a positive one for you. With our customer led Service Delivery Committee we make sure we respond in the best and fastest way possible and continue to learn from our mistakes. We have responded to 88% of your stage 1 complaints within the targeted time.
We know you want your repairs completed quickly and accurately. Over the last year we have completed over 98% of repairs within target. We have also been concentrating on making and communicatingfaster decisions relating to the more complex repairs we complete. Don't forget you can report your repairs online!
Assessed against other London housing organisations by HouseMark, our estate services were rated as the best with an overall score of 92%. We have also increased the hours that our caretaking managers are available to 8am in the morning. Check out more about your caretaking service.
Answering your calls
We have answered 98% of your calls this year, which is a big improvement from last year. You have told us that we are much better at being able to deal withyour telephone enquiries at first point of contact.
Dealing with Anti Social Behaviour (ASB)
We continued to take robust action to tackle ASB.This included obtaining an injunction within seven hours of a serious ASB incident. Our ASB team has been chosen as one of four pilot areas for a new ASB system that will shape how ASB will be dealt with in the UK. We are also the first social housing provider in the Borough to pilot a Family Intervention Tenancy for repeat offenders and our trained Anti Social Behaviour Advisors will soon be operating a reporting centre for hate crime at our head office. Check out more about the ASB team.
Our local offer
We know it is really important to you that we provide you with good value for money in the services we offer. One way we do this is to get an external organisation to review, and give us honest feedback on our services. During 2010 we engaged an independent company called Housemark to do external value reviews on two of our biggest front line services – Customer Liaison and Estate Services (caretaking and grounds maintenance).
Our customer-led Service Delivery Committee (SDC) provided insight into how the recommendations should be implemented and reviews the progress of the improvements regularly. We are pleased that both reviews found that the services offered good value for money.
The key recommendations focused on increasing the efficiency of the CLO and caretaking services, including expanding the operating hours for the CLO team to the evenings and increasing the quantity and quality of inspections for the caretaking service. You can read about the improvements that we have already made in these and other front line services above. The value for money reviews also supported the development of our local offer – a set of service improvements led by the SDC and our four customer-led Area Panels. The improvements are unique to each of the four areas and centre on:
• Quality and speed of communal repairs and maintenance
• Quality of repairs and maintenance to tenants homes
• Quality of caretaking and cleaning and communication of changes
A copy of the local offer can be download from the righ-hand corner of the Service Promises page.