Target

Achieved

Target

Achieved

Achieved

Achieved

Achieved

Achieved

% of Lifeline calls answered in 60 seconds

99%

98.97%

99%

98.9%

% of Lifeline calls answered in 30 seconds

98.5%

97.16%

98.5%

97.18%

% of new alarm units installed within 3 working days

100%

100%

100%

100%

% of new customers satisfied with service from first contact to alarm installation

100%

100%

100%

100%

% of service users saying that the service is good or excellent

90%

92.5%

95%

97.37%

% of the Supporting People contract units in sheltered housing let

100%

97.43%

100%

96.3%

%of the Supporting People contract alarm units outside sheltered housing let

100%

93.9%

100%

90.4%

%of Supporting People contract staff hours in sheltered housing delivered

100%

104.1%

100%

N/A

%of Supporting People contract staff hours outside sheltered housing delivered

100%

105.7%

100%

N/A

% of service users who have a support plan

100%

81.2%

100%

N/A

% of full time or part time staff who hold the National Centre for Control Operators Certificate

25%

25%

25%

25%

%of staff trained on Adult Protection

50%

81.8%

50%

81.8%

% of users from black and minority ethnic groups

0.6%

0.56%

0.6%

0.45%

Number of Lifeline units supporting victims of Domestic Violence

25

21

25

11

Number of lone workers monitored

100

55.25

100

58

% of calls rejected

0.5%

0.42%

0.5%

0.43%

% New customers satisfied at 1st point of testing

100%

100%

100%