Spring bank holiday closure

Our offices will close at 4.30pm on Friday 27th May 2016 and will re-open at 9am on Tuesday 31st May 2016.

To make a payment visit or use the facility here on our website.

To report an emergency repair during this time please call 0116 257 6727.

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 2015 we have included targets for each commitment.  Targets were agreed with customers through a range of consultations, both at meetings and online.

Customer commitment 2015 target
We will return your call within 1 working day 93%
We will resolve your phone query at first point of contact 65%
We will acknowledge your complaint by phone within 2 working days 92%
We will offer a resolution to your complaint within 10 working days 92%
We will complete any ’emergency’ repair within 24 hours 98%
We will complete any repair classed as ‘urgent’ within 5 working days 94%
We will keep appointment dates and time slots that we agree with you for your repairs 86%
We will not close your anti-social behaviour 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 90%
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%

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.

Customer Call Out Event

On the 7th August 2015 we invited some of our customers to our head office to take part in our customer call out event. They spent the afternoon calling customers to ask for feedback about the services they’ve received. It was a great afternoon and both our volunteers and residential team enjoyed themselves. It’s been great to hear what you think about Derwent Living and the survey will help us to improve the services that you receive from us.

You can download the results here.

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