Service standards

Our service standards for Notting Hill Pathways service users make it clear what they should expect from us.

As a Notting Hill Pathways customer, we want to provide you with the best possible service.

The Notting Hill Pathways service standards and targets for 2010–11 tells you what to expect from us in terms of customer care, maintenance, management and dealing with anti-social behaviour.

Download 2011-12 Pathways service standards (335KB, pdf)

Notting Hill Pathways targets for 2010–11

Customer care

  • Home Support will resolve 75% of calls at first contact without transferring the call or calling back.
  • We will return 95% of phone messages within one working day.
  • 85% of letters and 95% of emails to Notting Hill Pathways will be replied to within five days.
  • 100% of new service users to have a support plan within 28 days.

Maintenance and repairs

  • 95% of repairs to be completed within target.
  • 95% of appointments to be kept.
  • 75% of repairs to be completed within one visit.
  • 95% of customers to be satisfied with final repair.

Estate services

  • Contractors to meet quality benchmark on 95% of internal cleaning.

Anti-social behaviour (ASB) and harassment

  • 95% of all reports of harassment and domestic violence to be responded to within 24hours.
  • 50% of customers to be satisfied with how their ASB case was handled.

Resident involvement

  • We will report annual survey results and mystery shopping to the Home Support Panel and hold annual scheme reviews for each scheme in Home Support.
  • We will involve residents or service users in all our procedure reviews and feedback on the changes we have made as a result.
  • We will provide local opportunities for our service users to be involved in each of our services at least once a quarter.
  • At each opportunity we will offer more than one way for you to be involved.
  • 60% of customers to be satisfied that their views are being taken into account.

Each year we review the standards, set ourselves new targets and feedback how we're progressing.

Our performance

We regularly measure how we're performing against our service standards. You can download our performance reports here:

More information

For more information about our service standards contact the Notting Hill Pathways Quality Assurance Manager on 020 8357 5215 or nottinghillpathways@nhhg.org.uk.