Quality of service

How we're performing - Performance Report 07

Customer service

Care and Support services

CSCI reviews

Service standards

Awards

Review grades for retirement housing

Review grades for supported housing

Quality Assessment Framework policy for Care & Support

New Contact Centre improves customer service

This year we have combined the repairs helpdesk and customer service switchboard to provide a 'one-stop' Contact Centre. We have also computerised our 'Orchard' customer relations system. An independent survey showed that we now answer 90 per cent of calls within 20 seconds and that only one per cent of calls are lost (the caller rings off before we answer).

Care and Support services

We aim to provide high quality services in all our schemes. Our Quality Assessment Framework policy, as attached, is used to measure quality and identify areas for improvement, which is monitored and audited by senior managers and tenants.

Service standards

Our customer service aims to include:
-avoiding keeping customers waiting in our receptions for more than five mnutes to talk to staff
-opening our Contact Centre 8am to 6pm
-visiting customers at home
-letting customers know when we are delayed
-answering letters within 10 working days
-answering emails within two working days
-answering telephones within 20 seconds
-answering voice-mails within one working day
-advertising availability with voice-mail and out-of-office tools

Each service we operate has a set of standards for answering the telephones, replying to correspondence or complaints, attending visitors etc. These are displayed in our reception areas and in tenant and service user handbooks.

Every three years local authority 'Supporting People' departments carry out validation visits to determine the quality of service. The latest results are in this 'Quality of service' section and includes our Families In Need team operating in Barnet, north London, which scored a remarkable six A's out of six for their work and customer excellence.

CSCI reviews summary by area

Our registered care homes, extra-care sheltered home and domiciliary care services are inspected annually by the Commission for Social Care Inspectorate (CSCI). The reports are published on the web-site: www.csci.org.uk

Awards

Our home improvement Care & Repair team has been awarded a National Quality Mark.

The Falconers Residential Care Home for people with learning disabilities in Edenbridge, Kent has been awarded a Charter Mark for its customer excellence.


Review grades for retirement housing

RETIREMENT HOUSING

QAF Core Service Objectives Assessment

These are the results of three yearly local authority 'Supporting People' validation visits to determine the quality of our service

Scheme

Needs assessment (& support planning)

support planning

Security, health & safety

Protection from abuse

(Fair access,) diversity & inclusion

complaints

Kent

Furnival Court

C

C

C

C

C

C

Nellington Court

C

C

C

C

C

C

Pennington Manor

C

C

C

C

C

C

Sunhill Court

C

C

C

C

C

C

Barnet

Speedwell House

C

C

C

C

C

C

Speedwell Court

C

C

C

C

C

C

Camden

Ashton Court

C

C

C

C

C

C

Mary Webster

C

C

C

C

C

C

Robert Morton

C

C

C

C

C

C

Rose Bush

C

C

C

C

C

C

Pennethorne House

C

C

C

C

C

C

Hillingdon

Chestnuts

C

C

B

C

C

C

Merton

Blackham

B

B

B

C

C

B

Erica

B

B

B

C

C

B

Gilbert Road

B

B

B

C

C

B

Raymond Road

B

B

B

C

C

B

Waverley (Surrey)

Langham Court

C

C

B

C

C

B

Kingston

Fairhall

C

C

C

C

C

B

Moray

C

C

C

C

C

B

Hertforshire

Blakeney House

C

C

C

C

C

C

Cambridge

Normanhurst

C

Not rated

C

B

Not rated

C

Essex

Dawn

C

C

C

C

C

C

Perverrel

C

C

C

C

C

C

Cobbs

C

C

C

C

C

C

Review grades for supported housing

SUPPORTED HOUSING QAF Core Service Objectives Assessment. These are the results of three yearly local authority 'Supporting People' validation visits to determine the quality of our service

Scheme

Needs assessment (& support planning)

support planning

Security, health & safety

Protection from abuse

(Fair access,) diversity & inclusion

complaints

Kent

Sunhill Place

B

B

B

B

B

B

Gorham Drive

B

B

B

C

B

B

Outreach

B

B

B

B

B

B

Albion Road

B

B

B

B

B

B

Hertfordhire

Columbus Close - self contained

B

B

B

B

B

B

Columbus Close - shared

B

B

B

B

B

B

Cotter House

B

B

B

B

B

B

Bungalows

B

B

B

B

B

B

Cheshire Drive

B

B

B

B

B

B

Dickenson Way

B

B

B

B

B

B

New Road

B

B

B

B

B

B

Scott Road

B

B

B

C

B

B

LD Floating Support

            

Canterbury Road

C

C

B

B

B

C

Derby Road

C

C

B

B

B

C

Watford Floating Support

C

C

B

B

B

C

Westminster

William Gibbs Court - flat 3

B

  

A

A

B

  

William Gibbs Court

B

  

A

A

B

  

Islington

Isledon Road shared and s/c

B

  

C

B

B

  

Camden

Floating support

C

  

C

C

C

  

Goldington & outreach

C

  

C

C

C

  

Baldwins Gardens

B

B

B

B

B

B

Crowndale Rd

B

B

B

B

B

B

Maud Wilkes

B

  

B

B

B

  

Chalton/Philia

B

  

B

B

B

  

Hemmingway Close

B

  

B

B

B

  

Enfield

Sellsby Court

C

C

A

A

B

A

Barnet

A

A

A

A

A

A

Floating Support

B

  

B

B

B

  

Care & Repair

Camden

B

B

B

B

C

B

Islington

B

B

B

B

C

B

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