Customer Services
Customer service standards
The table below gives a flavour of how we are performing against our customer service standards up to the end of February 2009.
| Customer service standard | Target | Minimum required | Our performance |
|---|---|---|---|
Percentage of telephone calls answered within 30 seconds | 70% | 65% | 67% |
Percentage of complaints responded to within 10 working days | 95% | 90% | 85% |
Percentage of repair work completed in one visit | 85% | 80% | 90% |
Percentage of offensive graffiti removed within 24 hours of being reported | 100% | 95% | 100% |
Percentage of Estate Inspections carried out every six weeks | 100% | 95% | 88% |
In areas where are not meeting our service standards, we are working hard to improve performance. We:
- Are restructuring our repairs team to improve our overall performance within service standard timescales for answering of telephone calls
- Are introducing new computer systems in the next few months to enable us to improve monitoring and performance on responses to customer enquiries
- Have introduced better management to ensure that estate inspections are prioritised by Customer Service Managers
In addition:
- We offer you a range of ways for you to pay your rent including flexible direct debits, an internet payment service and a telephone payment line
- Our offices are open Monday to Friday 8.30 am – 5.00 pm during office hours and provide an area where you can speak to us in private
- We can provide information to you in other languages or formats, such as Braille or large print, if you ask you for it.
You can email your enquiry to us at circle33info@circle.org.uk
