Customer care and complaints
These standards were agreed by the Customer
Care Focus Group in February 2010.
Redland will:
1. Reply to any written communication
within five days of receipt.
Target: 95%.
Monitor by random checking exercise.
2. Offer a simple way to make a complaint, which
residents understand.
Target: 90%.
Monitor by satisfaction survey of complaints service users and by
telephone survey.
3. Acknowledge receipt of a formal complaint within
three days and send a full reply within 10 days.
Target: 100%.
Monitor by 100% check, reported as Board key performance
indicator.
4. Make sure telephone callers speak to someone able to
deal with their enquiry, usually when they first call, or if this
is not possible, within one working day.
Target: 70% first call.
Monitor by mystery shopping.
5. Carry out an annual review of the contact details and
information we hold about each individual resident.
Target: 100%.
Monitor by 100% check.
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