Excellent Customer Services



Objective

  To provide excellent customer services, build on our knowledge of customer needs and continuously improve our services.

Initiatives

  Ongoing implementation of the service access review.
  Continue to develop the concept of Process Improvement Teams as a tool for improving services.
  Ensure successful learning from complaints is extended to learning from all customer feed back as part of new ‘complaints, comment and compliments’ procedure easily accessible through the Enquiry Centre.
  Continue centralisation and roll out of new customer satisfaction surveys.
  Extend services offered by the Enquiry Centre.
  Re-launch and promote the benefits of Derby Homes Rewards Scheme.
  Continue to deliver the requirements of the Respect Agenda in partnership with the Community Safety Partnership and other landlords in Derby.
  Train staff on new Customer Service Strategy and Standards.
  Continued development and promotion of a more choice based  approach to increase involvement of ‘hard to reach’ groups.
  Continue development of the website to improve on-line customer service.
  Increase range of opportunities for residents to influence services through greater use of technology to increase involvement of ‘hard to reach’ groups.
  Decentralisation and integration of Neighbourhood Safety staff within housing teams and streamline processes in conjunction with local partners by October 2007.
  Implementation of Family Intervention Project.
  Increase Derby Homes profile within the community through partnership working with Derby City Council and residents to re-launch Chaddesden Carnival as Derby East Carnival.

Importance of this work

  Derby Homes wishes to be an excellent provider of services. New ways of measuring performance in this area will ensure continuous improvement. New systems are being put in place which will help us to be more responsive, track our progress and learn from what our customers tell us.

Targets

  Complete co-location of Alvaston housing services to the Library by September 2007.
  Maintain comprehensive surveys covering all key services by October 2007.
  Improved complaints process and reporting by March 2008.
  Evidence of customer and officer involvement in all service developments 2007/08.
  External accreditation of Housing Management Standard across Derby under the Respect Agenda by December 2007.
  Work in partnership to develop and deliver the Derby Family Intervention Project by July 2007.
  Maintain responsive repairs performance by increasing the number of appointments to 82% by the end of March 2008 and by increasing and improving the monitoring of repairs carried out in one visit by October 2007.
  Implementation of new floating support service within Sheltered Housing by March 2008.
  Carry out training on the newly published Customer Service Standards during 2007/08.
  Develop action plan from status survey feedback by May 2007.
  Implement Enquiry Centre extension of services to take ownership of all unsolicited calls to Derby Homes by December 2007.
  Obtain customer feedback on satisfaction with services provided by the Enquiry Centre and publish outcomes during 2007/08. 
  Increase hits to website by 50% by March 2008.