Service standard audits
Every six months we carry out checks to make sure we’re meeting our service standards when you get in contact with us - our latest audit was in September 2011.
To check our performance, we looked back through our records, checked letters we had sent out, and looked at notes from visits and interviews. We also asked 3 resident inspectors to carry out a mystery shopping exercise – testing how quickly we return phone calls, and asking residents about their experience of home visits.
The main results were:
- you were met by a duty officer within 10 minutes of arriving at our office (92%)
- you were provided with a written record of your meeting (100%)
- our staff got back to you by the next working day after you left a message (93%)
- we replied to your letters and emails within 10 working days (87%)
- our voicemail messages are clear and up to date (90%).
Overall our performance improved compared to the previous audit. We were pleased that staff were generally meeting standards but want to improve further on this.
As always, we’d like to say a big thank you to the resident inspectors who worked with us on these checks.
