WDH's Customer Charter Standards - Our Local Offer
As an organisation Wakefield and District Housing (WDH) is committed to improving the lives of our tenants.
As part of this we have developed our Customer Charter Standards – our Local Offer – which clearly sets out the standards of services you
can expect from us.
It has been created in consultation with tenants and during the summer of 2010, employees hand delivered a copy to
each and every property to ask for feedback on the draft document.
As a result we received an unprecedented response - 95% of those who responded said it meets their needs as a Local Offer.
To ensure we meet the standards set out we have developed a robust monitoring framework and we will publish
results on a quarterly basis on our website and in our tenant newsletter WDH News. If you would like to be involved
in shaping the services or wish to challenge any of the standards then please get in touch by
emailing PerformanceTeam@wdh.co.uk
Customer Charter Monitoring April - September 2011
Performance during the first six months of the 2011/2012 rent year has generally improved from the
position at the end of the 2010/2011 financial year with the majority of the Customer Charter Standards
recording high performance levels. The main performance highlights are:
All WDH properties will be well maintained.
- The average days to complete a responsive repair has reduced to eight days, which is three days better
than last year’s outturn and two days better than the target. In conjunction with this there has been
a 3% improvement in jobs fixed right first time.
Allocation of properties
- It took an average of 25 days to re-let properties during September, which was two days better
than the August average and reduced the average for the year to 31 days
When you contact us by phone.
- OneCALL received 125,868 calls during the period April to September 2011, with
over 114,940 (91%) answered within 20 seconds.
Areas of good performance
Excellence
- There were two outstanding gas services at the end of September 2011. There are 26,108 gas
services in the annual programme an increase of 867 since the same week last year.
- All residents were given 21 days written notice of the commencement of improvement works
for April to September 2011.
View the Customer Charting Monitoring April - September 2011