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Building Design Services Introduction |
The following information gives the breakdown of the complaints received in Building Design Services.
1. How many complaints do we get?
In 2005 the percentage complaints per customer was 4.1%
In previous years the figures were:
| Year | 2002 | 2003 |
2004 | 1 |
| Number of customers | 9871 | 9721 | 6093 | 0 |
| Number of complaints | 261 | 226 | 288 | 0 |
| Percentage of complaints per customer | 2.54% | 2.32% | 4.73% | 0 |
2. How do we perform in clearing complaints within the prescribed period of 10 days?
In 2005, the complaints performance was 83.51%
For previous years, the figures were as follows:
| Year | 2002 | 2003 |
2004 | 1 |
| Percentage | 74.71% | 68.58% | 81.94% | 0 |
3. What are your main areas of concern?
An analysis of your concerns carried out in 2005 showed that the complaints (i.e.from 4.1% of our total customers for the year) could be broken down into the following categories:
| Type of complaint | % in relation to total complaints |
| Communication issues | 19% |
| Problems with the Contractor | 5% |
| Incorrect work carried out | 1% |
| Repeated calls to our Help Line number | 6% |
| Work not to finished to standard | 24% |
| Time delays in getting work done | 16% |
| Work not finished to customer expectations | 29% |
4. What improvements have we made
In order to improve service delivery and ultimately reduce customer complaints, we've implemented the following changes:
1. The appointment of a new Project Manager to specifically deal with the new Kitchens and Bathrooms programme with regard to service delivery.
2. The inclusion of a resident Customer Liaison Officer on every contract within the programme. The officer will deal with all customers individually and try to resolve matters on the spot - and to customers' expectations. This service is in addition to the normal Help Desk facility available to customers in Building Design Services.
3. The development of an improved electronic monitoring and clearance system for dealing with all customer enquiries and complaints.