Customer service standards

Last modified 31/03/09 at 12:05

The table below gives a flavour of how we are performing against our customer service standards up to the end of February 2009.

Customer service standard	Target	Minimum required	Our performance
Percentage of telephone calls answered within 30 seconds	70%	65%	67%
Percentage of complaints responded to within 10 working days	95%	90%	85%
Percentage of repair work completed in one visit	85%	80%	90%
Percentage of offensive graffiti removed within 24 hours of being reported	100%	95%	100%
Percentage of Estate Inspections carried out every six weeks	100%	95%	88%

In areas where are not meeting our service standards, we are working hard to improve performance. We:

Are restructuring our repairs team to improve our overall performance within service standard timescales for answering of telephone calls
Are introducing new computer systems in the next few months to enable us to improve monitoring and performance on responses to customer enquiries
Have introduced better management to ensure that estate inspections are prioritised by Customer Service Managers

In addition:

We offer you a range of ways for you to pay your rent including flexible direct debits, an internet payment service and a telephone payment line
Our offices are open Monday to Friday 8.30 am – 5.00 pm during office hours and provide an area where you can speak to us in private
We can provide information to you in other languages or formats, such as Braille or large print, if you ask you for it.

You can email your enquiry to us at circle33info@circleanglia.org