Riverside’s Customer Service Centre offers a Helpline service to vulnerable and elderly customers at the touch of a button 24 hours a day. Currently we monitor over 4,000 connections on the Helpline system. This service is available to residents of our sheltered schemes and also to individuals living in their own homes – not just Riverside tenants.
Our philosophy of care and support
Our aim is to provide a high quality monitoring service, available to anyone who needs it.
Our specially trained advisors are sensitive to the needs of individual service users and place their welfare above all else. We believe in an individual’s dignity and freedom of choice. We promote this by offering solutions and, where possible, encouraging our customers to take decisions for themselves.
We are committed to ensuring that vulnerable people have the opportunity to live more independently. We meet this commitment by being there when called upon and without the need for daily interference in their lives. We believe that our service makes a real difference to our customer’s quality of life.
To find out more about how the service works and how it could help you, read our Helpline Leaflet.
High standards
We believe that Helpline offers a fantastic service to our customers. To prove this we are now accredited with the Telecare Services Association (TSA) code of practice. The TSA sets standards for us to achieve and provides guidance to help us further improve our service.
One target set by the TSA is the requirement for 98.5% of life critical calls to be answered within 60 seconds and for 99% of life critical calls to be answered within 3 minutes.
How to contact us
For a full information pack call the Helpline team on freephone 0808 100 1929. For a copy of our annual report please email supervisorqueryhelpline@riverside.org.uk
Performance Indicators
Call Response Times from August 2008 to July 2009
% Life Critical Calls answered within:
30 Seconds = 95.95%
60 Seconds = 98.64%
Compared to TSA target which is:
30 seconds = 80%
60 seconds = 98.5%
TSA allow a 2% tolerance on these response times.
Please note, new targets have been set for 2009/10.
Customer Feedback
No complaints have been logged regarding the Helpline service between August 2008 and July 2009.
Customer Satisfaction
Of all service users surveyed in July 2008:
20.39% returned surveys
94.89% said they were happy with the service provided by Helpline
93.87% of users would recommend the Helpline service to a friend
Quotes on the customer satisfaction survey forms included:
J G Wilkinson -"I don't think you can improve your service any better as I find is an excellent service. Thank you."
P Jones - "I don't think there is anything I could suggest to improve your service. It is just class. Thank you."
Competition winner
Mrs Wilkinson from Birkdale won the prize of £25 worth of Marks and Spencer vouchers for returning a completed Annual Customer Satisfaction form. Thanks to all who completed and returned their forms.
