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
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.
