How did we perform?January – March 2009 Service standards - 97% of requests for brochures were issued within 5 working days - 99% of letters and emails were responded to or acknowledged within 10 working days - 100% of complaints were responded to or acknowledged within 10 working days - 100% of management contracts were issued to customers within 5 working days of being requested - 92% of welcome letters were issued within 10 working days of receiving all the signed management contracts and joining fees - 23% of survey reports were issued within 20 days of them becoming due - 53% of budget costs were issued within 30 working days of being requested - We issued 10 tender results within 20 working days - We attended to 67% of common repair problems within 5 days of being reported - 79% of End of Works reports issued were issued within 20 working days of the work being complete Customer feedback Customer satisfaction - Between April 2008 and March 2009, we asked 95 customers about our service following completion of major works contracts on their tenements. 34 customers responded. - Customers rated their overall satisfaction with the service provided by ESP at 67% Complaints - We received 51 customer complaints between April 2008 and March 2009 - All of these were acknowledged within 10 working days. - An increase in complaints in February 2009 was due to a high volume of annual surveys in January. - The following actions have been implemented in response to complaints: - Improved communication with owners - o additional email address added to staff's personal contact details o Surveyor and Property Manager attend stair meetings, with emphasis on 'What to expect' when works start on site o wording on standard letters to owners improved How are we improving our service - Staff training and feed back, including 1:1 coaching to help staff improve the quality of responses. - Better workoad management by providing estimated costs with new and annual surveys to reduce delays and assist with surveyors' workload. - Awareness raising through discussion of complaints at team meetings - Improved inter-departmental co-operation through direct contacts, regular meetings and monthly newsletters Future Actions - More formalised complaints procedures and customer service training for staff - Team debriefing on completed projects - Ongoing monitoring and analysis of complaints If you would like to comment on our service or register a complaint, you can
If you’re not happy with the way your complaint has been handled, you can contact:
Alternatively, you can contact the City of Edinburgh Council Customer Care team using the online Comments and Complaints form For more information about how to make a complaint see the City of Edinburgh Council’s complaints procedure. Did we WOW you?You can nominate a member of staff for providing you with great service. It’s easy to nominate them – you can:
Return to the ESP homepage. 
Contacts
Name: Edinburgh Stair Partnership
Address: Chesser House, 500 Gorgie Road, Edinburgh EH11 3YJ
Tel: 0131 529 7234
E-mail: esp
|
|||||||||||||||
