Customer Care Charter (2016/17)

Transcription

1 Customer Care Charter (2016/17) Quarter 3 Update Performance & Customer Insight Team

2 The One Vision Housing Customer Care Charter consists of the following measures We will provide excellent customer care (as evidenced through our satisfaction surveys) We will be authentic, and do what we say we are going to do (as evidenced through our STAR Survey) We will acknowledge your complaint within the target time of 2 days. We will respond to your enquiry within target times (next day for phone calls, and 10 working day for letters) We will answer your telephone call within 30 seconds The Customer Care Charter was agreed following a consultation exercise with our customers. Please keep reading this report to see how we are currently performing against the measures listed above. Page 2

3 Code & Short Name Q3 2016/17 Value Target Status Short Trend Last Updated CCS0001 % of enquiries responded to within target times 79% 100% 2016/17 CCS0002 % of OVH customers who agree that we do what we say we are going to do (STAR Survey) OVH-CSC0023 Average wait for telephone calls to be answered (incl. zero wait calls) 74% 100% December December 2016 CO0001 Complaints - Acknowledgement target met 97% 100% December 2016 OVR0001 Overall % satisfaction with services 97.6% 95.0% December 2016 Page 3

4 Complaints - Acknowledgement target met Value Target Status Q3 2016/17 97% 100% 2016/17 98% 100% Explanation of current position Of the 92 complaints that were closed in Quarter 3, 89 were acknowledged within the target timescale. This is very good performance against the 2 working day acknowledgement target. Reasons for missing the target are outlined below: CUS-1498 (S1) - Acknowledgement of complaint delayed as internal meetings were held to discuss how the complaint regarding handling of Page 4

5 disrepair should be addressed. There was some internal debate regarding how much of the complaint had already been addressed and settled as part of the disrepair case. CUS-1548 (S1) - Acknowledgement of complaint delayed as the complaint alleged personal injury as a result of OVH building work. I had to query whether this matter would have been more appropriately addressed as a personal injury claim. CUS-1069 (S3) - Decision to proceed with Stage 3 panel was delayed while a full review of the Stage 1 and 2 information was carried out. Corrective actions to be taken I will continue to address teams which fail to send over complaints within the 2 working day target and identify investigating officers in a shorter time frame. Expected impact of actions and timescale Maintain improved performance in Quarter 4. Page 5

6 % of enquiries responded to within target times Value Target Status Q3 2016/17 79% 100% 2016/17 86% 100% Explanation of current position Enquiries totalled 6,329 between 01/10/2016 and 31/12/2016, with 5,029 on target. This has resulted in 79.5% of enquiries responded to within target times, which is a decrease in performance when compared to the Quarter 2 figure of 88.0%. Page 6

7 Breakdown of performance is below: Community Safety - 94% (172/183) Customer Service Centre & Boaler Street - 75% (164/219) Customer Access Centre - 62% (296/481) Neighbourhood Management - 80% (3439/4220) Independent Living - 82% (187/229) Asset Management - 74% (585/796) C & N Central Support - 93% (186/201) Corrective actions to be taken This performance is broken down into separate PI's, which are included in each team's scorecard. They will be asked to provide commentary on their overall performance. Expected impact of actions and timescale Improve performance in future. Page 7

8 % of OVH customers who agree that we do what we say we are going to do (STAR Survey) Value Target Status Q3 2016/17 74% 100% 2016/17 82% 100% Explanation of current position During Quarter 3, 74.3% (401/540) of customers who responded to the OVH STAR Survey said that, in their experience, the organisation does what it says it is going to do. This is the overall results, and a breakdown by each survey can be found below: Page 8

9 General Needs % (369/499). Supported Housing % (23/30). Housing for Older People - 100% (9/11). Corrective actions to be taken This survey is still ongoing, and the results are being regularly reported to OVH's Executive Management Team. This question has also been set as a Customer Care Standard, and is reported to all stakeholders. Expected impact of actions and timescale The performance in Quarter 3 was lower than the previous quarter, which was 85.9%. The year to date figure is 82.0% (1,114/1,358), below than the target of 100%. Page 9

10 Average wait for telephone calls to be answered (incl. zero wait calls) Value Target Status Q3 2016/ / Explanation of current position We have been operating under resourced during the majority of the quarter. We have had 3 members of staff off long term sick recovering from operations. Page 10

11 3 new CSA s started in October to replace people who had left the organisation or gained promotion in to another team. Although they started at the end of October they were only handling some service areas calls during this quarter as they were undergoing training and gaining experience, they were therefore not as productive and efficient as the members of staff they replaced. Arrears pursuance using a variety of different methods created more contacts including and txt messages. During the quarter the CSC provided some cover to Coral Drive to cover for long term sickness and the loss of a staff member. We run various briefings with the team including Aids & Adaptations and complaints to enable them to deal with more calls at first point of contact. Corrective actions to be taken Continuation of training for newer members of the team. Co-ordination of mailings to minimise impact on call volumes. For example we are working closely with Assets regarding Home Improvement letters. Team Leaders will continue to attend weekly avoidable contacts meetings with the Assets Team to ensure avoidable calls continue to remain at a low level. Expected impact of actions and timescale To aim to achieve a 30 second average wait in Q4. Page 11

12 Overall % satisfaction with services Value Target Status Q3 2016/ % 95.0% 2016/ % 95.0% Explanation of current position Overall satisfaction has exceeded the 95% target, with performance of 97.6% in Quarter 3, which is an increase over the Quarter 2 figure of 95.4%. The year to date satisfaction is also over the target at 96.3%. Page 12

13 In summary, two surveys missed their target this quarter: Complaint Feedback satisfaction was 81.8% at the end of Quarter 3 against an 88% target. The year to date figure is 88.1%, over target. Home Improvement satisfaction was 94.7% at the end of Quarter 3 against a 96% target. The year to date figure is 96.7%. The following surveys all met their target: Aids & Adaptations New Tenant satisfaction Customer Service Centre Customer Access Centre Day to Day Repairs Gas Repairs Gas Servicing ASB Communal Cleaning Grounds Maintenance Corrective actions to be taken All actions to improve customer satisfaction are recorded under each performance indicator. Actions are discussed and recorded in the Customer Intelligence Meetings. Expected impact of actions and timescale It is expected for overall satisfaction to be above target for the remainder of the year. Page 13