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The period covered in this edition is April to December 2011.
doing?
Edition 11, Quarter 3, 2011-12
How are we
“How are we doing?” is our quarterly performance report which
provides residents with information on how we are performing.
Resident satisfaction
Satisfaction with our services Apr-Dec 2011
2011-12 target
Student service
Key worker service
Hostels service
Support service
ASB process
Customer Serv. Centre
Repairs service
Lettings service
57%
80%
78%
75%
79%
80%
85%
97%
95%
95%
95%
100%
95%
96%
95%
94%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
We are currently looking at how to improve satisfaction in our handling of ASB cases.
Customer services
% of telephone calls answered within five rings (20 seconds)
100%
Total number of calls
received between April
to December 2011
90,428
90%
80%
70%
60%
76%
82%
80%
81%
Number of calls
answered within
five rings
% of calls answered
within five rings
73,247
81%
50%
40%
Our 2011-12 target is 80%
30%
20%
Apr’10-Mar’11 Apr’10-Jun’11 Apr-Sep’11 Apr-Dec’11
% of calls to our
Customer Services
Officers resolved at first
point of contact
53%
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