Right to Buy - performance and service standards
Our Service Standards
Where all information is available, we will send RTB2 notices to
at least 96% of customers within four weeks
Following a RTB2 notice, we will send offer notices to at least
96% of customers:
- Within eight weeks from the date of the RTB2 if you are buying
a freehold property (normally a house or bungalow).
- Within twelve weeks from the date of the RTB2 if you are buying
a leasehold property (normally a flat or maisonette)
We will respond to 100% of customers who have sent us an initial
notice of delay form within one calendar month.
The table below shows our performance for quarter 01 April 2011
to 30 June 2011.
| Team Target |
Target |
Achieved |
Achieve 96% compliance with statutory timescales
2011/12
|
96% |
100% |
| Where all information is available, we will send RTB2 notices
to at least 96% of customers within four weeks during 2011/12 |
96% |
100% |
Turn around 96% of property valuations within 10 days during
2011/12
|
96% |
100% |
|
Achieve customer satisfaction of 80% by 31/03/2012
|
80% |
92% |
During the last three years we have received and processed:
| Year |
Applications received |
Properties sold |
| 2008/09 |
144 |
40 |
| 2009/10 |
127 |
44 |
| 2010/11 |
132 |
46 |
You said - we did
| You said |
We did |
| Leaseholder information was good but didn’t really have any
communication from anyone as such to guide me as buying is quite
daunting. |
We include an invite letter to all potential leaseholders to
come in and meet with the Leasehold team to discuss their offer
notice. This gives the customer a chance to ask any questions they
might have about becoming a leaseholder. |
| Before selling you should provide repairs to the property and
garden. |
While you have an active RTB application you are entitled to
essential and emergency repairs only and we are obliged to keep
your property wind and water tight. |
Our Charter Mark and Customer Service Excellence Award
The Right to Buy Team achieved their first Charter Mark Award
for Customer Service Excellence in July 2006. We were reassessed in
July 2007 and achieved full compliance across all six criteria.
In April 2008 the Charter Mark Award was replaced with the
Customer Service Excellence Award. We achieved the award in March
2009.
How much it costs to run our service
The cost of providing the Right to Buy Service is calculated by
adding together the separate costs of each part of the process and
then dividing this total by the number of applications received
during the year. The separate costs include items like staffing
costs, conveyancing, property valuation, District Valuer costs and
the costs incurred by employing external organisations.
During 2010/2011 the cost of the whole service was £167,392 and
the number of applications received was 130 resulting in an average
cost per application of £1,287.63.
