Our performance indicators

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The following key performance indicators are those set by the Telecare Services Association (TSA) for those services accredited to their Code of Practice:

LifeLine KPIs
Performance Indicator Target
% of urgent installations completed within two working days target 90%
% of non-urgent installations completed in 15 working days target 90%
% of calls indicating a threat to a client’s well-being into the Control Centre answered within 30 seconds (until May 2010) target 80%
% of calls indicating a threat to a client’s well-being into the Control Centre answered within 60 seconds target 98.5%
% of critical equipment faults rectified within 48 hours target 90%
% of non-critical equipment faults rectified within 10 working days target 90%
% of LifeLine officer responses to on site emergencies within 45 minutes target 90%
% of service users who have information checked annually on time   target 100%
% of customers satisfied with the service provided target 90%
% of complaints dealt with in line with Cross Keys Homes’ timescales target 100%