We will regularly monitor the performance of our services to ensure a high-quality, victim-centric service. We will carry out customer satisfaction surveys, over the phone or face to face where required, within 8 weeks of case closure and use this information to further develop the service. We will publish information on our performance on our website every quarter and will present and discuss our performance at relevant resident and community groups.
The number of ASB cases and our performance will be monitored and reported every three months to senior officers and relevant cabinet members, publicised on our website as required by government guidelines and presented and discussed at relevant resident and community groups.
Our key performance indicators are:
- number and percentage of cases responded to within one working day
- number and percentage of new cases where an initial interview was conducted within two working days
- number and percentage of new cases whereby an action plan was agreed within two working days of referral to the relevant service (priority one) or within three working days of referral to the relevant service (priority two)
- number and percentage of open cases where an update has been given to the resident within the last ten working days
- number and percentage of open cases where a manager has undertaken a case review within the last calendar month
- number and percentage of residents who were satisfied with the handling of their case after case closure.