We work very hard to provide the best service possible.  To help us check how we are doing we have agreed service standards for each of our services.

If you would like to see the service standards for any of our services please use the links below:
            Sheltered Housing
            Community Care Alarm and Mobile Warden

How we’re performing

This information shows you how we are performing against the service standards and targets we set after consultation with the customers of both the Community Care Alarm Service and the Sheltered Housing Service (part of CCAS).  They are designed to be challenging so that we can push for the highest levels of customer service possible.

Performance against Community Care Alarm Service Standards

1.   We will answer 98.5% of calls within one minute. 

Notes:

• We also monitor the number of calls answered within just 30 seconds.  From April to June the percentage was an impressive 95.9% and from July to September the percentage was 95.8%
• Performance has more or less remained the same for the first two quarters of 2011.

2.    In an emergency, if you need a mobile warden, they will reach you within 30 minutes of receiving the call.  Please note: The national standard required for TSA accreditation is 60 minutes.  We have set our own target of 30 mintues.

Notes:

• Performance has more or less remained the same for 2011.

3.     We will visit you once a year to complete a support plan

Performance against Sheltered Housing Service Standards

1.   We will answer 98.5% of calls within one minute.

2.    Your sheltered housing officer will complete a support plan with you once a year, and will review your support plan after six months.

3.   We will reduce the number of empty properties in sheltered housing schemes by 5% every year.

Notes:

• Void properties can increase or decrease due to a variety of reasons outside of our control.  Reasons might include personal circumstances of residents, residents needing to move to residential care, or building work on the schemes.
• We are doing lots of building work at the moment which is expected to help reduce the number of voids.

4. We will reduce missed rent payments for current tenancies in our sheltered schemes by 5% every year.

Notes:

• These figures may be affected by the dates on which residents pay their rent by Direct Debit. 

Compliments, Complaints and Comments

We use compliments, complaints and comments to improve our service.  This might be giving our staff more guidance, updating our work procedures or improving service delivery.  To date this year, we have received four formal complaints abd 104 informal complaints.

If you want to make a compliment, complaint or comment, please contact us.

Have your say

Contact us if you would like to find out other information, or if you want to suggest other ways we could present the information to you.

Community Care Alarm Compact

The Community Care Alarm Service has developed a compact or agreement between itself and its customers. 

This service specific agreement focuses on helping us to be accountable to our customers through a formal ‘promise’ and by making agreements about standards of services, priorities and how we involve customers.

The service specific agreement tells customers;

• What services they can expect
• What the performance standards are
• How we will involve them in helping to improve our services
• How to contact relevant staff
• The Compact meets on a quarterly basis and gives everyone a chance to be involved and participate in service provision and service performance.

Attendees are paid pocket expenses for attending the meetings.

If you are interested in joining our Compact please contact us.

Annual report

Click on the link below to access our annual report:

• CCAS annual report 2010-2011 (pdf)