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Customer Satisfaction

How we are performing

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.

These metrics show our performance for the period of 1 January to 31 March 2022

Results

100% of our properties will meet the Decent Homes Standard.

100%

Target: 100%

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

99.87%

Target: 99.75%

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.

95.93%

Target: 96.00%

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.

100%

Target: 100%

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.

99.51%

Target: 100%

We’ll ensure our homes are kept safe by successfully checking all gas appliances in your home once a year.

22871 of our homes require an annual gas service. 113 had not been serviced in the last 12 months. This 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.

100%

Target: 100%

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.

94.9%

Target: 75%

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.

90.3%*

Target: 84%

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.

100%*

Target: 100%

We’ll provide all customers with clear and appropriate information in relation to their new home, including legal obligations relating to their tenancy.

* of customers in Q4

We’ll answer calls to our emergency ‘out of hours’ telephone service within 100 seconds.

74 seconds

Target: 100 seconds

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.

316 seconds

Target: 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.

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