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Customer Charter Monitoring 2007/08

Our Customer Service Charter sets the standard of service you can expect when you are in contact with us. Below are the results for 2007/08

APPLICATION FOR HOUSING MONITORING
Target To be posted out next working day
1,093 sent out
571 returned
100% sent out on target

RESPONDING TO CORRESPONDENCE
Target Respond to correspondence within 5 working days
36 letters tested
31 responded in target
86% responded in target

RESPONDING TO TELEPHONE CALLS
Target Respond to telephone calls by the next working day
303 messages left
27 requests for 2nd callbac
89% responded to on target

GAS FIRE & BOILER SERVICING & SMOKE DETECTOR CLEANING
Target To service 100% of gas fires and boilers, and clean 100% of smoke detectors each year
1,398 properties serviced
99.93% serviced in time
99.07% serviced at first visit

SOLID FUEL PROPERTIES
Target To clean 100% of all chimneys in solid fuel properties
40 properties cleaned
100% cleaned in time

CYCLICAL PAINTING
Target To repaint or restain outside woodwork every 4 years. Target is 100% of annual programme
421 properties painted
100% painted in time

INCOMING TELEPHONE CALLS
Target Answer calls within 15 seconds
35,292 incoming calls
264 lost calls
12,150 calls transferred
1.75% average Calls lost as % of calls received
4.6 average Ring (seconds)