Customer Care Charter (2016/17)

Transcription

1 Customer Care Charter (2016/17) Quarter 4 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.

3 Code & Short Name Q4 2016/17 Value Target Status Short Trend Last Updated OVR0001 Overall satisfaction with services (%) 96.1% 95.0% 2016/17 CO0001 Complaints - Acknowledgement target met 95% 100% March 2017 CCS0001 % of enquiries responded to within target times 81% 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) 76% 100% March March 2017

4 Complaints - Acknowledgement target met Value Target Status Q4 2016/17 95% 100% 2016/17 97% 100% Explanation of current position Of the 93 complaints that were closed in Quarter 4, 88 were acknowledged within the target timescale. Reasons for missing the target are outlined below: CUS-1653 and CUS-1656 (S1) - Complaints raised by the same customer at the beginning of January, attempts were made to resolve enquiries informally but on review should have been sent through to Performance to log formally.

5 CUS Complaints raised regarding door entry system, initially attended to informally resolve but customer advised they still wished for a formal complaint to be raised in relation to this matter. CUS Complaint originally sent to enquiries but not sent through to P&CI Team in time to make acknowledgement target. CUS Development complaint not forwarded onto P&CI Team for formal recording by acknowledgement target. 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 /18.

6 % of enquiries responded to within target times Value Target Status Q4 2016/17 81% 100% 2016/17 85% 100% Explanation of current position Enquiries totalled 8,394 between 01/01/2017 and 31/03/2017, with 6,759 on target. This has resulted in 80.5% of enquiries responded to within target times, which is an increase in performance when compared to the Quarter 3 figure of 79.5%.

7 Breakdown of performance is below: Community Safety - 92% (255/278) Customer Service Centre & Boaler Street - 62% (179/287) Customer Access Centre - 56% (268/477) Neighbourhood Management - 85% (5140/6027) Independent Living - 77% (190/247) Asset Management - 67% (699/1042) C & N Central Support - 78% (28/36) 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.

8 % of OVH customers who agree that we do what we say we are going to do (STAR Survey) Value Target Status Q4 2016/17 76% 100% 2016/17 81% 100% Explanation of current position During Quarter 4, 76.4% (230/301) 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: General Needs % (149/212).

9 Supported Housing % (35/39). Housing for Older People - 100% (46/50). 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 4 was higher than in the previous quarter, which was 74.3%. The year to date figure is 81.0% (1,344/1,659), below than the target of 100%.

10 Average wait for telephone calls to be answered (incl. zero wait calls) Value Target Status Q4 2016/ / Explanation of current position We have been operating under resourced some time during Quarter 4 due to 3 members of staff on long term sick recovering from operations. We have seen a record number of calls presented in March with calls presented which is the most calls we have ever received.

11 Arrears pursuance using a variety of different methods created more contacts including and txt messages plus the text messages and s sent regarding rent free weeks which generated some enquiries. Leaseholder service charge bills were sent during Q4 and these resulted in an increase of calls. In addition to this the Home Improvement Programme opened up additional properties before the end of the financial year which naturally generated queries. We have noticed an increase in calls from potential customer who wish to register for new build properties either with ourselves or other landlords via Property Pool Plus in both Sefton and Liverpool During the quarter the CSC have provided cover to the Customer Access Centre at Coral Drive and Boaler Street to ensure that there are enough people in the building to allow it to be operational this then impacts on CSC shift patters due to differing opening hours. 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. The reception hours at Boaler Street have now been amended to 10am-3pm to allow additional resource to answer calls during our busiest times. Expected impact of actions and timescale To aim to achieve a 30 second average wait in 2017/2018.

12 Overall satisfaction with services (%) Value Target Status Q4 2016/ % 95.0% 2016/ % 95.0% Explanation of current position Overall satisfaction has exceeded the 95% target, with 96.1% of customers satisfied with the services provided by OVH in Quarter 4. The year to date satisfaction is also above target at 96.2%. In total, three surveys missed the target this quarter:

13 ASB satisfaction was 78.2% at the end of Quarter 4 against a 93% target. The 2016/17 satisfaction figure is 87.3%, which is also below the target. Communal Cleaning satisfaction was 88.1% at the end of Quarter 4, below the 92% target. The year-end satisfaction figure is 89.4%, also below the target. Complaint Feedback satisfaction was 70% in Quarter 4, missing the 88% target. Cumulative satisfaction was 83.5%. The following surveys all met their target: Aids & Adaptations Customer Service Centre Customer Access Centre Day to Day Repairs Gas Repairs Gas Servicing Grounds Maintenance Home Improvements New Tenant 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 Target has been exceeded in Quarter 4, and for 2016/17.