Question: Why is Community Care Alarm Service having a
review?
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| Answer: We want to continue improving your
services. |
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We are now one of the UK's leading providers of community care
alarms, telecare, mobile warden services and sheltered
housing. We have achieved this by adding new services to our
range, looking for new ways to use the latest technology, and
growing our team of experts.
To continue improving your services, we need to change the way
we work so that we can unlock the full potential of our services
whilst managing our running costs.
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Question: When is the review happening?
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| Answer: We have started planning the review. The
plan will be complete by March 2010 but it will take longer to make
changes to the services. |
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We will keep you informed of progress on this website and
through other means of communication.
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Question: How will it affect me?
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| Answer: The review will improve your services, but
there will not be any major changes until the review is
completed. |
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We do not yet know what improvements will be made, but we want
you to be involved. It is very important the the changes we
make are right for our customers. We will explain how you can
get involved further down this page.
Improvements to the service are likely to include:
- More choice for you
- Better value for money
- Improved alarm and response services
- New support services
- Clearer information
- Better access to community facilities and activities
While the review is in progress, your current services will not
be affected.
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Question: Will the review affect CCAS' formal Service
Standards?
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Answer: Yes, the review will help us decide what our
future Service Standards will be, and how we can use them to
improve services.
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Until the review is complete, our Service Standards will not
change.
We publish our Service Standards so that all our customers know
what level of service they can expect from us. We also use
our Service Standards to monitor our performance and make sure we
are delivering the best possible services. We report the
results in “Homes & People”, our newsletter for all our tenants
and customers.
Every team in Your Homes Newcastle
normally reviews its Service Standards every 2 years. We
involve customers in this process, and other people who work with
us, to help us make informed decisions about the services
we offer.
As the review of our services is not yet
complete we do not yet know what our new Service
Standards will be. We have therefore decided that we
will keep our current Service Standards until the review is
complete .
The current service standards are:
- We will answer 98.5% of all
alarm calls within one minute.
- We will complete your Support Plan with you
once a year.
- If your service level includes Mobile Warden
support and you need their help in an emergency, they will reach
you within 30 minutes of receiving your alarm
call.
- For sheltered housing tenants, we will reduce
the number of empty properties in sheltered housing schemes by
5% every year.
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Question: What happens next?
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| Answer: We will keep you informed of developments on
this web page and through our service newsletter. If there is
any information we need to give you urgently, we will write to you
or call you by phone. |
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You can get involved in any of the following ways:
- Coming to meetings to tell us what you would
like, or what concerns you have
- Taking part in face-to-face surveys
- Taking part in telephone surveys
- Calling us to share your views
- Writing to us by letter or by email
Please let us know if you would like to be
involved, and how you would like to be contacted. You can
call us on 0191 278 8699, or write to:
Your Homes Newcastle, Community Care Alarm
Service, FREEPOST NAT22311, Newcastle Upon Tyne, NE7 7LX
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