Excellent Customer Service - to provide excellent customer service

Our Enquiry Centre dramatically improved their telephone response to customers with 77% of calls being answered within 10 seconds during the last 6 months of the year.

A new system for monitoring the quality of response and customer service was introduced. The service was also extended to Saturday mornings and we have developed plans to introduce a ‘one-stopshop’ approach to our service.

We continue to make every effort to increase our performance and the level of customer satisfaction with the services we provide. We report our performance against our agreed indicators quarterly to our performance committee.

This year we also carried out a review of our service standards, working with our customers to ensure we are meeting their expectations. From this customer feedback we have rewritten Derby Homes Customer Care Standards in a clearer style. We have carried out internal mystery customer exercises, to ensure our services are delivered to the published standards. We are already in the process of extending this to involve tenants.

We increased the number of ways in which we seek the views of our customers by extending coverage of customer satisfaction surveys to new service areas including the Enquiry Centre, Complaints and Anti-Social Behaviour.