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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.

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

Customer commitments

Customer commitment 2017 target Performance at 31/12/2017
We will return your call within 1 working day 93% 95%
We will resolve your phone query at first point of contact 65% 71%
We will acknowledge your complaint by phone within 2 working days 92% 97%
We will offer a resolution to your complaint within 10 working days 91% 89%
We will complete any ’emergency’ repair within 24 hours 98% 100%
We will complete any repair classed as ‘urgent’ within 5 working days 94% 95%
We will keep appointment dates and time slots that we agree to give you for your repairs 86% 87%
We will not close your anti-social behaviour case without your agreement 100% 99%
If you report a repair that needs inspecting, a surveyor will visit and raise a job where necessary within 7 working days 90% 89%
We will respond to your 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% 95%

Home standard

Commitment Target Performance
We will continue to invest in our homes 100% of homes meeting decent homes standard To report on at year end
We will continue to protect the safety of our residents in their homes 100% of eligible homes to have received their annual gas service 100% of eligible homes have received their annual gas service
We will continue to protect the safety of our residents in blocks of flats 100% of our blocks to have received an annual fire risk assessment review 100% of our blocks have received an annual fire risk assessment review
We will provide an efficient, effective repairs service 88% of repairs completed right first time 92.2% of repairs were completed right first time
90% of customers surveyed satisfied with the repairs service they received 89% of customers surveyed were satisfied with the repairs service they received

Neighbourhood and community

Commitment Target Performance
We will provide an effective tenancy enforcement service 90% of customers surveyed to report satisfaction with the way their report of anti-social behaviour case was dealt with 100% of customers surveyed were satisfied with the way their case was dealt with
We will respond to reports of serious anti-social behaviour within one working day 90% of reports of serious anti-social behaviour to be responded to within one working day 96% of reports of serious anti social behaviour were responded to within one working day
We will keep our neighbourhoods clean, safe and well-maintained 75% of customers surveyed to report satisfaction with the overall grounds maintenance service provided 76% of customers surveyed were satisfied with the grounds maintenance
75% of customers surveyed to report satisfaction with the overall estate cleaning service that is provided 78% of customers surveyed were satisfied with the estate cleaning

Tenancy

Commitment Target Performance
We will manage our empty properties effectively We will re-let empty lettable homes within 27 working days We re-let our empty lettable homes within an average of 25.9 days
We will work to sustain tenancies We will achieve <10% turnover in a rolling 12 months for General Needs and Sheltered Housing We achieved 7.3% turnover for general needs and sheltered housing

Tenancy involvement and empowerment

Commitment Target Performance
We will effectively respond to complaints 98% of complaints acknowledged within two working days 98% of complaints were acknowledged within two workings days
94% of first stage formal complaints responded to within 10 working days 99% of formal complaints were responded to within 10 working days
We will report to customers on our performance We will produce and publish an annual report Annual report produced and published
We will consult, publish and report on our Customer Commitments annually Consultation completed. Publication by 1 February 2018
We will engage efficiently and effectively with our customers We will undertake a review of Voice membership to determine if it reflects the diversity of our customer base On target
We will obtain customer feedback in a variety of ways Total customers involved/engaged will be reported at year end

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 customer engagement team.

You can download the Performance Panel terms of reference here.

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