CCAS - How we perform
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.
| Period |
Performance |
Number of calls taken |
| 1st April to 30th June 2009 |
97.8% |
36,212 |
| 1st July to 30th September 2009 |
98.1% |
39,657 |
Notes:
- We also monitor the number of calls answered within just 30
seconds. From April to June the percentage was an
impressive 93.3% and from July to September the
percentage was even better at 93.5%
- Performance has improved every quarter of this year so far
- The number of calls has been very high over the period
monitored so far
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.
| Period |
Responses within 60 minutes |
Responses within 30 minutes |
Number of responses |
| 1st April to 30th June 2009 |
100%* |
97.4% |
1,053 |
| 1st July to 31st August 2009 |
100% |
98.4% |
716 |
* Rounded up from 99.96%
Notes:
- At the time of writing this information, data is not available
for September 2009.
- Average performance has improved every quarter of this year so
far
3. We will visit you once a year to
complete a support plan
| Period |
Support plans completed |
Customer not available - card left at home to
request call back |
| 1st April to 30th June 2009 |
353 |
72 |
| 1st July to 30th September 2009 |
239 |
55 |
Performance against Sheltered Housing Service
Standards
1. We will answer 98.5% of calls within one
minute.
| Period |
Performance |
| 1st April to 30th June 2009 |
97.5% |
| 1st July to 30th September 2009 |
Data not yet available |
2. Your sheltered housing officer will
complete a support plan with you once a year, and will review your
support plan after six months.
| 100% of Support plans were completed last year
(confirmed April 2009) |
3. We will reduce the number of empty properties in
sheltered housing schemes by 10% every year.
| Period |
Number of empty properties at end of
period |
| 1st April to 30th June 2009 |
59 |
| 1st July to 30th September 2009 |
67 |
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.
| Period |
Total value of missed rent payments in our
sheltered housing schemes |
| 1st April to 30th June 2009 |
£25,700 |
| 1st July to 30th September 2009 |
£21,239 |
Notes:
- There has been a significant improvement so far this year
- 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.
Last year we received 8 formal compliments and 14 complaints.
If you want to make a compliment, complaint or comment, please
contact us.
You Said, We Did
After we sent you our last newsletter, we collected the survey
responses and set up a discussion group of customers to find out
what you wanted from our service. Here’s what you said, and
how we responded to each request:
You said
|
We did
|
| You want alarm pendants that are splash proof, for use in
kitchens and bathrooms. |
We worked with the makers of our alarm pendants, and now all of
our alarm pendants are splash proof. |
| You’d like to see our services promoted in more places. |
We have advertised our services in local phone directories and
on the Metro line, and we are planning a mail campaign and some
local events to help raise awareness. We work closely with
Social Services to inform them of the latest developments. We
are also advertising our sheltered housing services in City Council
Customer Service Centres and with Your Choice Homes. |
| You’d like us to keep you informed about developments and
changes to your service. |
We will continue publishing our newsletter, both in print and
online, but we are considering sending it to you every 3 or 6
months instead of every 12 months. Contact us to tell us how often
you would like to receive your newsletters.
|
| Our sheltered housing tenants would like their daily call to be
earlier on weekends and bank holidays. |
We have begun a pilot scheme to make daily calls from a central
location, reducing the time it takes to call everyone so that the
calls can be completed earlier in the day. Feedback from
people participating in the pilot has been very good, and we are
hoping to extend the pilot to all sheltered schemes by the end of
November. |
Budget spent 2007/08
Community Care Alarm Service (including mobile wardens,
CCAS office and sheltered housing):
The total budget spent was £2,694,026. This includes
central recharges of -£57,832.
£1,751,117 of this (64%) was spent on staffing costs.
£646,566 of this (24%) was spent on premises.
£296,343 of this (11%) was spent on supplies and services.
£26,940 of this (1%) was spent on transport.
Sheltered housing furnishings:
The total budget spent was £72, 622.
£39,216 of this (54%) was spent on carpets.
£22,513 of this (31%) was spent on chairs.
£7262 of this (10%) was spent on curtains/blinds.
£2905 of this (4%) was spent on tables.
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.
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