100%
Target: 100%100% of our properties will meet the Decent Homes Standard.
Fix it
Thanks to the help of our Involved Residents we've developed the below Customer Service Standards.
Through a series of focus groups, some of our customers identified what elements of Karbon’s service are most important so that we can measure and report on them.
We’re determined to provide you with the best service possible so will be using these Customer Service Standards to guide and improve our operations. Take a look at our latest metrics below, we'll be updating them regularly so you can see just how we're performing.
100% of our properties will meet the Decent Homes Standard.
When you report your repair, we’ll complete it in the following times: 24 hours for emergency repairs
When you report your repair, we’ll complete it in the following times: 20 days for non-emergency repairs.
100% of blocks of flats with communal doors will have a current and up to date Fire Risk Assessment.
We’ll ensure our homes are kept safe by successfully checking all gas appliances in your home once a year.
The shortfall in properties not being serviced is primarily a result of customers not allowing access, which is a requirement of their tenancy agreement. Our teams are working hard to get into these as soon as possible.
We’ll visit all of our schemes and estates on at least a quarterly basis, and where relevant, will invite residents, local authorities, police and other parties to attend.
If you make a complaint, we’ll acknowledge it within one working day, and we aim to resolve 75% at first point of contact at Stage 0.
We’ll keep you informed of the progress of your getting into your home from offer stage to the beginning of your tenancy.
* of customers were Very/Fairly Satisfied with how they were kept informed
We’ll provide all customers with clear and appropriate information in relation to their new home, including legal obligations relating to their tenancy.
We’ll answer calls to our emergency ‘out of hours’ telephone service within 100 seconds.
We’ll answer calls into to our Customer Relationship Team via the Freephone service within 100 seconds, Monday to Friday 8am to 6pm.
Performance for the period of 1 October to 31 December 2022
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Performance for the period of 1 July to 30 September 2022
Performance for the period of April 1 to 30 June 2022
Performance for the period 1 January to 31 March 2022
Performance for the period of 1 October to 31 December 2021
Download our customer annual report 2020/21
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