Putting customers at the heart of everything we do.
Derby City Council is committed to improving and modernising public services to provide high standards of customer service to the people who live in and visit Derby. Setting standards makes it possible for the Council as a whole, and for the Housing Services sector in particular, to measure how much we are improving. During the past twelve months we have been monitoring the way in which we respond to our customers by telephone, letter and in person, and are now able to start sharing the results with you. We use a corporate software programme to record and monitor our performance up to Directorate level, so not all of the Housing information is available for individual display. This will change, as we get used to the reporting systems, and as we have more input to how it operates. We will also be providing monitoring results for as many areas of our service to our customers as possible. Currently we are producing the following reports: Download a copy of the Report on percentage of letters responded to within 5 working days -  20kb Download a copy of the Report on number of calls answered within 15 seconds - 2005/06 Q1. - 14 kb Download a copy of the Report on number of calls answered within 15 seconds - 2005/06 Q2. - 45kb Download a copy of the Report on percentage of visitors to reception greeted within 3 minutes. - 20kb We produce a poster displaying how we perform on our Customer Service Standards. The poster is displayed in the Housing Options Centre, Derby Advice and the Peartree Home Improvement Centre. Download a copy of the poster How we performed October to December 2006 - 1.5mb Group Repair Schemes
Group Repair Schemes are major external renovation and refurbishment of a whole block or street in one contract. Work varies from house to house. It could include re-roofing, installing new UPVC windows and doors, rebuilding front boundary walls to palisaded terraces, fitting lockable entry gates, external painting and repairing or replacing chimneys, brickwork, gutters and pipework. Click this link to find detailed performance data on Group Repair Schemes performance.
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