Customer care Dashboard

We use a robust performance‑management framework to monitor how we live up to our customer care standards. This includes:

• Real‑time measurement and monitoring

• Weekly performance reviews with team managers

• One‑to‑one check‑ins. Every member of staff reviews their personal performance

• Monitoring not just measuring e.g. opening hours tracked even when not quantified

• Our goal is to answer calls within 5 minutes

• Recent performance:

  • Q1 average: 14 minutes

  • Q2 average: 8.5 minutes

• Monthly trend:

  • April: 21 min → May: 12 min → Jun: 9 min → Jul: 6½ min → Aug: 13½ min → Sep: 6 min

• If it takes longer than 5 minutes, we let you know at the start of your call

• Our lines are open weekdays 8 am–5:30 pm, reception 9 am–3 pm, and we always meet that promise

You can expect us to be:

• Friendly, polite, and transparent. We share our names and always show ID when visiting

• Feedback‑driven. After every interaction, you’ll get a short survey

  • Overall satisfaction: 4.5/5

  • Customer Hub satisfaction: 4.3/5

• We’re launching call‑screening reviews in Q2—look out for improvements soon

• Every staff member and contractor must show ID during home visits

• We reinforce this in calls, online booking systems, and via feedback

• In the last period, zero issues reported. Our 1‑2‑1s reinforce this standard

• We respect your preferred communication method. Phone, email, text, translation, accessible formats

• In Q1, our translation service was used 27 times

• We continually check usage to ensure no group is left out

We believe in transparency and accountability. By sharing this data, we aim to:

1. Keep you informed. We’ll always tell you if we’re not meeting our targets

2. Explain clearly. We’ll say sorry and show how we’ll sort things

3. Build trust. Your feedback helps us become better

Your voice is powerful. Let us know:

• What’s working well

• What’s not quite there

• How we can improve your experience

Visit the Customer care standards page anytime to hear more about each commitment, including what to expect during home visits and emergencies.