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Resident involvement strategy consultation

Derwent Living is currently in the process of reviewing its resident involvement strategy. The current strategy ran from 2011 to 2014 and during this time there have been many changes in the ways that customers are involved. We would like the new strategy to reflect this change to involvement, and we also want to get your feedback on the ways that we involve customers, now and in the future.

Please take 5 minutes to read the questions submit your responses, we appreciate any additional comments you may have. Closing date for responses is 21st September 2014.

Every completed survey will be entered into a prize draw for £50 of high street vouchers.

Customer commitments

Customer commitments allow you to see exactly how Derwent Living is performing in the area where you live. As well as finding out if you’re getting the best level of service, you can also compare against the other areas in which we operate.

For 2013 we have included targets for each commitment.  Targets were agreed with customers through a range of consultations, both at meetings and online.

Customer commitment 2013 target
We will return your call within 1 working day 85%
We will resolve your phone query at first point of contact 65%
We will acknowledge your complaint by phone within 2 working days 85%
We will offer a resolution to your complaint within 10 working days 85%
We will complete any ‘emergency’ repair within 24 hours 96%
We will complete any ‘urgent’ repair within 5 working days 94%
We will keep appointment dates and time slots that we agree to give you for your repairs 85%
We will not close your ASB case without your agreement 100%
If you report a repair that needs inspecting, a surveyor will visit and raise a job where necessary within 7 working days 80%
We will respond to reports by victims of ASB, including those made to our 24 hour reporting phone line, within one working day and discuss how to proceed with you and make sure that you understand the options available 90%

Customer commitment areas

Local offers map

Attending the meetings

Performance against the Customer Commitments is regularly reviewed by customers at the Derwent Living Performance Panel. This provides a way for customers to challenge Derwent Living to improve performance across the organisation and ensure that high standards are being met for all customers regardless of the area where they live.

If you are interested in coming to the Performance Panel meetings contact the Resident Involvement team.

You can download the Performance Panel terms of reference here.

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