Performance against Service Standards: July 2007 - June 2008

Standard	Performance
We will deal with all enquiries promptly, efficiently and politely	Spot checks of our claim files showed that this was done in 100% of all cases. 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	Spot checks of our claim files showed that this was done in 100% of all cases. In most 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 15 seconds	The average time taken to answer the telephone was 6 seconds.
We will aim to increase annually the % of claims finalised within 6 months	65% of claims received in 2007/08 were finalised within 6 months of receipt compared with 69% the year before.
We will ensure that all ex-council house buildings insurance invoices and documentation are issued to policyholders to arrive 14 days before renewal	We changed our process this year to issue all paperwork to policyholders in one mailing and this ensured that renewal invoices and documentation were issued within the 14 day timescale.
We will issue claim forms within 2 working days of request	100% were sent out on the same day as they were requested.

We will provide Risk & Insurance awareness sessions within 2 months of request

Where sessions have been agreed with Services, these have been delivered within 2 months of request or within timescales that suit the needs of the Service  involved.