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Service standardService StandardsA lot has changed since we last reviewed ourcustomer contact standards: we have put in placeconnect, developed the website as a method ofinteraction and, truly moving with the times, begunregular communication by Facebook and Twitter. Inestablishing a new set of standards we needed totake account of these changes and how they haveaffected customer expectations.The Adactus500 were invited to provide views on how swiftly theywould expect a response to queries raised using the full variety ofways we can be contacted. These results informed the new set ofstandards which were approved by Boards early in the summer.Speed, of course, isn’t everything. As well as how quickly we respondto you, we continue to aim to provide you with right first time answersand treat customers fairly and politely. The Right First Time survey (seearticle on page 2) enables you to let us know how well we are doingand where we need to do better.Contact Standard TargetTelephone responseCallbackE-mailWeb contact (enquiry facilityon website, blog comments,contributions to informationrequiring feedback)Letter15 secondsNext working day (or agreed time)Next working dayNext working dayNext working day80% within 15 seconds98% within 60 seconds100% within 120 seconds90%100% within 2 working days80%100% within 2 working days80%100% within 2 working days80%100% within 2 working daysSocial media (e.g. Facebook,Twitter)Initial response within 2 hours(working day)If required, full response or directcontact (if public response notappropriate (within 24 hours)100%100%TextSame working day if received before3pm; by 11am on next working day ifreceived after 3pm100%12 | inhouse
Rent AdviceDon’t be a casualty of evictionOur new ‘positive payment’ culture is starting to see positive results. Rent arrears were reduced by £200k duringJune / July and between April – July we took 203 tenants to court for non payment of rent. 16 tenants lost theirhome after being evicted and a further 4 are waiting for an eviction date.Legal action is taken more quickly with those tenants who fail to pay their rent on time, fail to maintainagreements or simply ignore our attempts to discuss their accounts. Help is available but tenantsneed to talk to us.We are also taking a firm approach on payments in advance. The tenancy agreement saysthat rent is due on a Monday in advance. So if you pay on a Wednesday or Thursday ata Paypoint the likelihood is that your payment will not reach us until the followingweek. This means you will always be a week in arrears. To stop this happeningyou should make sure your rent is on your account by Friday, before your rentis due, to avoid any unnecessary letters or action.CALL US TODAY TO DISCUSS WAYS TO PAY.ONE CALL TODAY COULDKEEP THE BAILIFF AWAY!Callconnect 0845 505 3355 or mobileconnect 0300 111 1133Get ready for new benefits system.Change is around the corner.The Governments new benefits system affects all working agetenants claiming welfare benefits and housing benefits.There are a number of ways that you could be affected bythese changes but the three main changes are:UNIVERSAL CREDIT.ALL YOUR BENEFITS ROLLED INTO ONE.How will you receive benefits in the future?• By a single payment for all the different benefits you receive• Paid monthly in arrears• Paid directly into your bank account• Includes your housing benefit costs so tenants receiving this will haveto pay their rent direct to us as we will no longer receive housing benefit• All claims will have to be made on-line.WHEN IS IT HAPPENING?• April 2013 – New claimants living in Tameside, Wigan & Leigh and Cheshire• October 2013 all other new claimants will receive Universal Credit.• Current claims will be transferred to Universal Credit between April 2014 and April 2017.BENEFIT CAPS. LIMITING the MONEY YOU RECEIVEFrom April 2013, the overall amount of benefit you can receive will be capped.These caps will include your housing allowance for your rent.The maximum amount of benefits you will receive from April 2013 is• £500 per week for single parents• £500 per week for couples with or without children• £350 per week for single people without children.Under Occupation (bedroom tax) – See our ‘Right Size’ article on page 16.For more information on allthe Welfare Reform changesgo to our website:www.adactushousing.co.ukand click on ‘Welfare Reform’.Or call us on:callconnect 0845 505 3355mobileconnect 0300 111 1133inhouse | 13
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