Customer Services
Service Area | Reporting Period | Measure-ment Period | |||||||||
Interim 1 | Interim 2 | Interim 3 | Interim 4 | ||||||||
Customer Services | 14 | Telephone Helpdesk is available 24/7, covering all matters during Core Service Hours and offering a repairs reporting service only during non-Core Service Hours93 | Numerator: Number of hours helpdesk (as described) available during the month. Denominator: Number of hours in the month. | 97% | 97.50% | 98.00% | 98.50% | 99.00% | 99.5% | Monthly | Monthly |
15 | Housing office is open and can receive unannounced visits from tenants/residents | Numerator: Number of hours office is open for residents Denominator: Number of Office Hours94 in the month | 98% | 98.50% | 99.00% | 99.25% | 99.50% | 99.8% | Monthly | Monthly | |
16 | Calls to the helpdesk within office hours answered within 20 seconds (automated responses not permissible) | Numerator: Number of calls received during Office Hours answered within 20 seconds Denominator: Total number of calls received within Office Hours | 78% | 81.40% | 84.80% | 88.20% | 91.60% | 95% | Monthly | Monthly | |
17 | Calls to the emergency helpdesk outside office hours answered within 25 seconds (automated responses not permissible) | Numerator: Number of calls received outside Office Hours answered within 25 seconds Denominator: Total number of calls received outside Office Hours | 75% | 79.00% | 83.00% | 87.00% | 91.00% | 95% | Monthly | Monthly | |
18 | Reports to the helpdesk using electronic means (email/internet/text) processed within 30 minutes of receipt on the computer system. | Numerator: Number of reports received by electronic means logged within 30 minutes. Denominator: Total number of reports received by electronic means. | 80% | 83.00% | 86.00% | 89.00% | 92.00% | 95% | Monthly | Monthly | |
19 | Provide a response to matters raised in correspondence (excluding complaints relating to Contractor services) in writing within 10 Working Days of having been received. Where a holding response is required, such responses should clearly indicate a timescale for resolution of the issue of no longer than 28 days. Only one holding response is permitted. | Numerator: Number of items of correspondence answered within 10 Working Days less any responses not successfully closed out within the extended time period notified in an initial holding response Denominator: Total number of correspondence items received where response was due | 80% | 83.00% | 86.00% | 89.00% | 92.00% | 95% | Monthly | Monthly | |
20 | Numerator: Number of items where a holding response is issued. Denominator: Number of items of correspondence received. | 10% | 9.00% | 8.00% | 7.00% | 6.00% | 5% | Monthly | Monthly | ||
21 | Acknowledge Complaints relating to Contractor services (however communicated) in writing within 2 Working Days of having been received | Numerator: Number of complaints acknowledged within 2 Working Days Denominator: Total number of complaints received where response was due | 90% | 91.80% | 93.60% | 95.40% | 97.20% | 99% | Monthly | Quarterly | |
22 | Stage 1 or stage 2 complaints relating to Contractor services fully actioned within 15 Working Days from initial communication or rejection of stage 1 outcome.95 | Numerator: Number of stage 1 and/or stage 2 complaints fully actioned within 15 Working Days of initial communication or rejection of stage 1 outcome. Denominator: Total number of stage 1 and/or stage 2 complaints received where response was due | 80% | 90.20% | 92.40% | 94.60% | 96.80% | 99% | Monthly | Quarterly | |
23 | The provision of an efficient appointment system and home visit arrangements, with appointments for repairs/tenancy matters being offered. | Numerator: Number of appointments offered for housing management services within 5 working days (or longer if requested by the tenant) Denominator: Number of contacts made for housing management matters that were not resolved immediately | 80% | 83.60% | 87.20% | 90.80% | 94.40% | 98% | Monthly | Monthly | |
24 | Numerator: Number of appointments offered for repairs within the required rectification period. Denominator: Number of repairs reported (excluding those with response times of less than 7 days) | 80% | 83.60% | 87.20% | 90.80% | 94.40% | 98% | Monthly | Monthly | ||
25 | All appointments made are kept | Numerator: Number of appointments kept by Contractor Denominator: Number of appointments made | 80% | 83.40% | 86.80% | 90.20% | 93.60% | 97% | Monthly | Monthly | |
26 | Provision during office hours of translation and interpretation services. | Numerator: Number of incidences translation services provided immediately upon requirement Denominator: Number of incidences translation services were required | 70% | 74.00% | 78.00% | 82.00% | 86.00% | 90% | Annually | Annually | |
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93 In some instances, Authorities have requested that all services be available at all times. In other instances, Core Service Hours have been defined where all services should be available, with an emergency reporting line only outside these hours. The latter is currently drafted (albeit Core Service Hours are not defined). This should be considered by the Authority for their specific project.
94 This will require definition on a project by project (or in some cases, site by site) basis.
95 If complaints reach stage 3, it is anticipated that they will be passed from the Contractor to the Authority. Such an event would also trigger the need for an Action Plan as indicated in Annex IX to this Output Specification. If this is not the case, then references to Stages 1 and 2 can be deleted with all complaints being processed under this KPI.