ÿþ<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"> <head> <title>Customer Charter Monitoring 2009/10 - News: Durham Aged Mineworkers' Homes Association: DAMHA</title> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1" /> <meta http-equiv="Content-Style-Type" content="text/css" /> <meta name="description" content="How to avoid nuisance calls - News: Durham Aged Mineworkers Homes Association: DAMHA" /> <meta name="keywords" content="durham, aged, mineworkers, homes, association, damha, retirement, north east" /> <meta name="author" content="www.edwardrobertson.co.uk" /> <link rel="stylesheet" href="damha.css" type="text/css" media="all" /> <script type="text/javascript" src="damha.js"></script> <link rel="alternate stylesheet" type="text/css" href="large.css" title="A++" /> <link rel="alternate stylesheet" type="text/css" href="medium.css" title="A+" /> <link rel="alternate stylesheet" type="text/css" href="small.css" title="A" /> <link rel="alternate stylesheet" type="text/css" href="x-small.css" title="A-" /> <link rel="alternate stylesheet" type="text/css" href="xx-small.css" title="A--" /> <script type="text/javascript" src="styleswitcher.js" ></script> <style type="text/css"> #flashanim { background: #fff; width: 390px; height: 250px; margin: 0px 0px 0px 0px; padding: 0px 0px 0px 0px; } </style> </head> <body> <div id="skiptomain"><a href="#mainpageright">skip to main content</a></div> <div id="wrapper"> <div id="pagecontainer"> <div id="header"> <div id="headerleft"> <a href="http://www.damha.org.uk">www.damha.org.uk</a> </div> <div id="headerright"> Change text size: <form name="font_select" action="get" class="inline"> <input type="button" onclick="javascript:fontsizedown();" value=" - " /> <input type="button" onclick="javascript:fontsizeup()" value=" + " /> </form> </div> <br class="breaker" /> </div> <div id="topofpage"> <div id="topofpageleft"> <a href="index.htm"><img src="images/damhalogo.gif" width="560" height="100" alt="damha logo: click for home page" style="border:0px;" /></a></div> <div id="topofpageright"> <script type="text/javascript"> <!-- var now = new Date(); document.write(days[now.getDay()] + ", " + months[now.getMonth()] + " " + now.getDate()); // --> </script> &nbsp; </div> <br class="breaker" /> </div> <div id="breadcrumb"> &nbsp; You are here: <a href="index.htm">home page</a> &raquo; <a href="news129.htm">snow clearing</a> </div> <div id="mainpage"> <div id="mainpageleft"> <ul> <li><a href="index.htm">Home Page</a></li> <li><a href="about.htm">About DAMHA</a></li> <li><a href="services.htm">Our Services</a></li> <li><a href="about_history.htm">History</a></li> <li><a href="publications.htm">Publications</a></li> <li><a href="contact.htm">Contact Details</a></li> <li><a href="location.htm">Location Map</a></li> <li><a href="links.htm">Links</a></li> <li><a href="apply-for-a-home.htm">Apply for a Home</a></li> </ul> <p><img src="images/iiplogo.gif" width="165" height="90" alt="investor in people" /></p> <p><img src="images/ibfnlogo.gif" width="165" height="85" alt="in business for neighbourhoods" /></p> <p><img src="images/paplogo.gif" width="165" height="38" alt="passionate about people" /></p> </div> <div id="mainpageright"> <div id="pagecontentleft"> <h1>Customer Charter Monitoring 2009/10</h1> <p>Our Customer Service Charter sets the standard of service you can expect when you are in contact with us. Below are the results for 2009/10.</p> <table> <tr style="background-color:#DDf;"><td colspan="5">Application for Housing Monitoring</td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: To be posted out next working day</td></tr> <tr><td>739 sent out</td><td>317 returned</td><td>739 sent out in target</td></tr> <tr></tr> <tr style="background-color:#DDf;"><td colspan="5">Responding to Correspondence</td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: Respond to correspondence within 5 working days</td></tr> <tr><td>32 letters tested</td><td>28 responded in target</td><td>87.5% response rate</td> </tr> <tr></tr> <tr style="background-color:#DDf;"><td colspan="5">Responding to Telephone Calls</td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: Respond to telephone calls by the next working day</td></tr> <tr><td>223 messages left during one month period</td><td>203 messages responded to by next working day</td><td>91% response rate</td></tr> <tr></tr> <tr style="background-color:#DDf;"><td colspan="5">Gas Fire & Boiler Servicing &amp; Smoke Detector Cleaning</td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: To service 100% of gas fires and boilers, and clean 100% of smoke detectors each year</td></tr> <tr><td>1488 properties serviced </td><td>99.9% serviced in time</td><td>99.3% serviced at first visit </td> </tr> <tr></tr> <tr style="background-color:#DDf;"><td colspan="5">Solid Fuel Properties</td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: To clean 100% of all chimneys in solid fuel properties</td></tr> <tr><td>24 properties cleaned</td><td>100% cleaned in time</td> </tr> <tr></tr> <tr style="background-color:#DDf;"><td colspan="5">Cyclical Painting </td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: To repaint or restain outside woodwork every 4 years. Target is 100% of annual programme</td></tr> <tr><td>223 properties due to be painted</td><td>78% painted in time (Inclement weather postponed 3 schemes)</td> </tr> <tr></tr> <tr style="background-color:#DDf;"><td colspan="5">Incoming Telephone Calls</td></tr> <tr style="background-color:#FED;"><td colspan="5">Target: Answer calls within 15 seconds</td></tr> <tr><td>33840 incoming calls </td><td>676 lost calls</td><td>11525 calls transferred</td><td>2.0% average calls lost as % of calls received</td><td>4.7 average ring (seconds)</td> </tr> </table> </div> <div id="pagecontentright"> <img src="images/newsheader.gif" width="170" height="20" alt="latest news" /> <ul class="newslist"> <li><a href="news130.htm">2010 DAMHA Pot Plant Competition</a></li> <li><a href="news131.htm">No Cold Calling at Aged Miners' Homes</a></li> <li><a href="news132.htm">Draft Performance Targets for 2010/11</a></li> <li><a href="news133.htm">Staffing Changes</a></li> <li><a href="news134.htm">The Uninvited</a></li> <li><a href="news135.htm">Obituaries</a></li> <li><a href="news136.htm">New standards published</a></li> <li><a href="news137.htm">Oneplace</a></li> <li><a href="news138.htm">New Resident Committee Member Wanted</a></li> <li><a href="news139.htm">The Gardening Club</a></li> </ul> <br /> <img src="images/regularsheader.gif" width="170" height="20" alt="regulars" /> <ul class="newslist"> <li><a href="news-anniversaries.htm">Wedding Anniversaries</a></li> <li><a href="news-birthdays.htm">90th Birthdays</a></li> <li><a href="news-go.htm">Go for it!</a></li> <li><a href="news-people.htm">People, Pits &amp; Places</a></li> <li><a href="news-sheltered.htm">News from the Sheltered Schemes</a></li> <li><a href="news-langley.htm">Langley Residential Home</a></li> </ul> <br /> <img src="images/archiveheader.gif" width="170" height="20" alt="regulars" /> <a href="newsarchive.htm">Go to the news archive</a>. </div> </div> <br class="breaker" /> </div> <div id="footer"> <div id="footerleft"> <a href="#header">top of page</a> | <a href="index.htm">home page</a> </div> <div id="footerright"> &copy; Durham Aged Mineworkers' Homes 2006-2009 <a href="privacy.htm">privacy policy</a> | <a href="accessibility.htm">accessibility</a> | <a href="documents.php">members login</a> </div> </div> </div> </div> </body> </html>