Performance Against Service Standards from July 2006 - June 2007

Standard	Performance
We will deal with all enquiries promptly, efficiently and politely	Random spot checks of our claim files showed that this was done in 100% of all cases examined. Our calls were monitored over 3 months and all were dealt with in the proper manner.
We will acknowledge all written enquiries within 7 days of receipt	Random spot checks of our claim files showed that this was done in 100% of all cases examined. In almost 100% of cases this was actually done on the day of receipt.
We will see all personal callers to our office within 5 minutes	On average we responded within 2 minutes, the longest time taken was 4 minutes.
We will answer all phone calls within 20 seconds	The average time taken to answer the telephone was 3 seconds.
We will aim to increase annually the % of claims finalised within 6 months	63% of claims received in 2005/06 were finalised within 6 months of receipt compared with 26% in 2004/05. This was due to improvements made, including investment in technology to speed up the process. Figures for the current year will be available after 1st October 2007.
We will ensure that all ex-council house buildings insurance invoices and documentation are issued to policyholders to arrive 14 days before renewal	Renewal invoices were issued within this timescale, but other documentation was not. This was because of changes required by the insurer. We are currently looking at how we can avoid this happening again in the future.
We will issue claim forms within 2 working days of request	100% were sent out on the same day as they were requested.

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