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Agency Client Service Standards Report Card

Through excellent client service, the Agency seeks the collaboration of the co-ops we work with and the stakeholders that support them. Their collaboration is fundamental to our mission of helping our co-operative partners and government client attain their goals.

Feedback from our clients and stakeholders is essential to our continuous improvement in client service. Since 2007 we have collected observations on our service through a number of service-specific on-line questionnaires. In addition, our Client Service Champion regularly interviews a small, random sample of co-ops and staff from CMHC and federations. Their feedback helps us identify trends, training needs and learning opportunities for Agency staff.

In 2008 we conducted a Client Satisfaction Survey through an independent third party. We're very pleased that the survey results show a high level of satisfaction with the Agency. To verify that we are still meeting our clients’ expectations, we have plans for another such survey in the fall of 2011.

Our published client service standards, approved by the Agency's Board of Directors, set a high standard of service for our staff. Program administration, transparency and provision of information are the areas monitored. Two further standards are found in our Complaints and Dispute Resolution Policy

The following report card is our way of rating how consistently we met our client service standards throughout 2009.


Client Service Performance in Previous Years


Client Service Performance in 2009

(PDF version)


Client Approval/Request [Details]
A+

Agency staff respond to messages and service requests from co-ops within set time limits. In 2009, we met our standard 99 per cent of the time for approving requests to spend capital replacement funds. However, on three occasions we failed to acknowledge receipt of a request for capital spending that could not be approved without more information. Our performance for both timely budget approvals and approving replacement reserve plans saw just one miss each. As in 2008, but for two occasions, we met our standard for answering information requests.

In 2009, as in the two previous years, most information requests were about housing-charge subsidy matters, particularly subsidy administration and the calculation of assisted charges or income-tested assistance reconciliations. Enquiries concerning replacement reserves moved up to second place. Questions about compliance with the operating agreement came third, followed very closely by questions about the Social Housing Renovation and Retrofit Initiative and the Agency’s risk assessment.

Reporting [Details]
A+

In 2009, we met our standard 95 per cent of the time for reviewing annual information returns. Throughout the year, without exception, we met all reporting standards for risk assessment, compliance and co-op data reports, property inspections, and notifying co-ops of health and safety concerns.

We adjusted the standard for property inspections to measure from the date of inspection. The standard is now to send the co-op a report within two months of the inspection date, in place of four weeks following the Agency’s receipt of the full inspection report.

Transparency and Provision of Information [Details]
A

In 2009, we extended our transparency standards to include website posting within one week of any change in the membership of the Agency’s board of directors. We split the standard for posting policy and program information: changes to policies or programs governed by the Agency’s board posted within four weeks of adoption; those from an external authority, such as CMHC, posted within four weeks of Agency notification.

Except on two occasions, we met or surpassed our standards for transparency and the provision of information throughout the year. The missed standards were for posting board meeting highlights on our website within two weeks and for promptly notifying a federation about the hiring of a Relationship Manager for their area.

Concerns/Complaints [Details]
A+

In 2009, we responded to all concerns and complaints within the time allowed. Most concerns came from members of co-op clients and had to do with their governance or management. As before, we gave these callers information and referred them to their co-op board or to the regional or national federation, where the co-operative was a member.

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Updated: June 04, 2010