Contact and communication
We will ensure that we understand who is
contacting us, and why, so that we can design our service delivery
systems to respond to what you want, in the way you want it, as
easily and as quickly as possible, with the aim of dealing with all
demands at the first call.
Our commitment:
If you phone us we will:
- Aim to answer your call on average within 30 seconds.
- Greet you, giving the name of the organisation and the person
to whom you are speaking.
- Ensure we have enough people to answer your calls efficiently,
even at the busiest times.
- Try to answer most queries at the first contact.
- Minimise passing you onto to someone else.
- Take personal ownership and responsibility for your queries
& concerns.
- If you are not able to speak to the person you want to, another
member of staff will offer to help you or take a message and pass
it on.
- Return messages within one working day. If the person you need
to speak to is away from the office for longer than this, another
staff member will return your call.
| Measure |
Target |
Method |
| Average and
predictable number of phone calls into the Trust, broken down by
service area |
No target |
Quantitative
analysis via weekly telephone reports |
| Analysis of when calls come in (to measure
peak times) |
No target |
Quantitative analysis via weekly telephone
reports |
| Average predictable waiting time for calls
to be answered |
Within 10 seconds |
Quantitative analysis via weekly telephone
reports |
| Number of abandoned calls |
Less than 5% |
Quantitative analysis via weekly telephone
reports |
| Number of calls dealt with first time |
85% customer satisfaction |
Quantitative analysis via weekly sample
reports |
| Customer satisfaction with their
experience when they last contacted the Trust |
85% customer satisfaction |
Mystery shopping, customer satisfaction
surveys (postal, telephone and web), STATUS and
complaints/feedback |
If you write to us:
- We will answer your letter or email within 10 working
days.
- If we are unable to provide a full reply within 10 working days
we will explain the reasons why and give you a timescale for a full
response.
- We will respond taking into account individual preferences such
as Braille, large print or different language.
- We will ensure we use plain language that is understandable and
free from jargon.
| Measure |
Target |
Method |
| Customer
satisfaction with their experience when they last
contacted the Trust |
95% customer
satisfaction
100% response within 10 days |
Mystery shopping,
response monitoring, customer satisfaction survey and
complaints/feedback |
If you visit our offices:
- You will find an accessible and welcoming reception.
- We will wear badges that identify who we are and what we
do.
- We will deal with your enquiry at once or let you know how long
you will wait if you do not have an appointment.
- If the person you want to see is not available we will offer
you an appointment or an alternative member of staff.
- We will provide confidential interview rooms.
- We will respond to different types of communication needs
wherever possible.
| Measure |
Target |
Method |
| Customer
satisfaction with their experience when they last
contacted the Trust |
95% customer
satisfaction |
Mystery shopping,
customer satisfaction survey and complaints/feedback |
| Number of queries dealt with first time |
75% of queries |
Quantitative monitoring and recording |
If we visit your home:
- We will try to give you at least 48 hours notice of our
visit.
- We will usually agree an appointment time with you.
- If we are unable to keep the appointment we will advise you in
advance and tell you the reasons why. We will arrange another
appointment.
- We will wear identification that tells you who we are,
including clearly displayed photographs.
| Measure |
Target |
Method |
| Customer
satisfaction with their experience when they last
contacted the Trust |
95% customer
satisfaction |
Mystery shopping,
customer satisfaction survey and complaints/feedback |
Meeting the TSA standards for:
• Tenant involvement and empowerment