Customer Service Commitments
Housing, Customer and Building Services have Customer Service Commitments to ensure they perform well for their customers. It is important for us to know if customers think our commitments have been broken.
We monitor our performance against the customer service standards. Reports of our customer survey, complaints and local monitoring of standards are presented to the Council's senior managers. HCBS submit an annual return on the Scottish Social Housing Charter which includes measures against service standards. We review our commitments with our tenants annually.
The Customer Service Commitments below are based on our 2022/23 performance;
Communication
| We will | How we will do that | Outcome |
|---|---|---|
| Advise you how to make a complaint or appeal, and how long it will take | On request and all written correspondence | Standard on all letters as per SPSO guidelines |
| Aim to resolve your complaint | Resolution within 5 working days for Stage 1 | 88.7% Stage 1 complaints resolved within 5 working days |
| Aim to resolve your complaint | Resolution within 20 working days for Stage 2 | 74.6% Stage 2 complaints resolved within 20 working days |
| Ensure all our advisors are friendly and helpful | When dealing with customers | Survey results: 98.7% |
| All our publicity and leaflets are approved by the Editorial Tenants Panel | When required | 93 new/amended publications approved |
| Respond to your enquiry in a timely manner | When you visit one of our Customer Information Service (CIS) offices | Survey result: 97.1% |
| When you call us, if you are unable to get through you can leave a message and we will call you back | Within four hours | Performance result: 69.6% |
| Keep you informed of progress of your enquiry | Within five working days | Survey result: 70.7% |
Equalities
| We will | How we will do that | Outcome |
|---|---|---|
| Ensure you are treated fairly | At all times | Survey result: 100% |
Anti-Social Behaviour
| We will | How we will do that | Outcome |
|---|---|---|
| Resolve anti-social behaviour cases | Investigate and resolve reported cases | 80.7% resolved |
Access to Housing and Support
| We will | How we will do that | Outcome |
|---|---|---|
| Interview you to assess your housing needs and identify and discuss all options and try to prevent you becoming homeless | Same day if roofless or within 5 working days if threatened with loss of existing home | Survey result: 73.9% rate the length of time to get an appointment as excellent/good |
Provide out of hours emergency assistance, seven days a week | 24 hours a day, seven days a week | Survey result: 51.6% were advised about the out of hours service |
Use a private interview room when discussing anything personal or confidential with you. | When required or requested | Survey result: 84.6% said it was offered |
| Advise you that you are entitled to be accompanied in any interview by a friend or advisor | When arranging any interview | Survey result: 48.4% said it was advised |
Advise you of our duty to provide interim accommodation while we fully investigate if you are homeless | During the interview and until a decision is made | Survey result: 79.7% were advised of our duty |
| Advise you in writing of the outcome of your homeless interview | Within 28 days | Performance result: 47.8% were told within target time |
Arrange storage of your furniture, is required | At sign-up interview | Survey Result: 34.9% yes 47.6% no 17.5% not applicable |
Repairs, Maintenance and Improvements
| We will | How we will do that | Outcome |
|---|---|---|
| Offer you an appointment | At the time of your request | Performance result: 99.8% appointments kept |
| Complete the work within the promised timescale | Tell you the target date for completing the work when you report the repair | Performance result: 96.1% |
Aim to complete reactive repairs right first time | At the first visit | Performance result: 87.5% |
Ensure the repair is completed to a good quality standard | When carrying out the repair | Survey result: 94.7% |
Tidy up after completing the work | Before leaving your home | Survey result: 100% |
| Ensure your home has a current Gas Safety Certificate if you have gas appliances | Annually | Performance result: 100% |
Rents and Service Charges
| We will | How we will do that | Outcome |
|---|---|---|
Provide services and accommodation that represent good value for money | At all times | Survey result: 80.7% |
Publish information on how your rent money is spent | Annually | Published in Tenants News |
Participation
| We will | How we will do that | Outcome |
|---|---|---|
Keep you informed about services and decisions through publications and tenant participation activities | At all times | Survey result: 77.1% |
Provide opportunities for you to participate in your landlords decision making processes. | Before making any changes | Survey result: 60.4% |
Quality of Housing
| We will | How we will do that | Outcome |
|---|---|---|
Provide good quality homes that exceed the Scottish Housing Quality Standard | Annually | Performance result: 93.8% |
| Make sure new tenants are satisfied with the standard of their home | At the time of the accompanied viewing/and as part of the New Tenant Visit satisfaction survey | Survey result: 77.3% |
