This information is for:
Adactus Housing Association, Beech Housing Association, Chorley Community Housing

Overview

The following standards set the expected timescales for responding to customer enquiries.  They cover established contact methods including telephone, website and email, webchat, letter and office visits.  They also set out the standard for returning calls when requested.

Our contact service standards


Contact


Standard


Target

Telephone response

90 seconds

 

80% within 90 seconds

 

Callback

Next working day
(or at agreed time)

90%

100% within 2 working days

E-mail

Next working day

80%

100% within 2 working days

Website

Next working day

80%

100% within 2 working days

Webchat

Resolved at first contact

60%

Office visits

Unappointed visitors to offices/hubs seen within 15 minutes of arrival

Appointed visitors to offices/hubs seen within 5 minutes of appointed time

90%

90%

Letter

Responded to in full within 5 days

100%

 

 

appointed visitors to offices/hubs seen within 5 minutes of appointment time