Pest Control Service - Our Performance
Previous Pest Control InformationPrevious Pest Control Information
||Requests for Service
| Rats | Mice | Fleas | Ants | Cockroaches | Wasps | Bees | Bedbugs | Other | Total | |
|---|---|---|---|---|---|---|---|---|---|---|
| 1999/00 | 764 | 645 | 167 | 276 | 6 | 938 | 29 | 4 | 0 | 2829 |
| 2000/01 | 781 | 664 | 141 | 6 | 5 | 695 | 63 | 8 | 0 | 2363 |
| 2001/02 | 649 | 555 | 73 | 0 | 2 | 427 | 28 | 5 | 14 | 1753 |
| 2002/03 | 773 | 592 | 62 | 0 | 3 | 429 | 30 | 9 | 1 | 1899 |
Performance Indicators
Your Council has adopted target times for responding to various requests for service. These are listed below with the performance achieved.
(Please note that a 'response' is taken to mean a visit on site by a Pest control Officer, not simply a telephone
call back from an officer)
Rats, mice, cockroaches - 3 working days
Wasps (internal) - 4 working days
Wasps (external) - 10 working days
Overall achievement:
1998/1999 - 67% responded to within
targets
1999/2000 - 72% responded to within targets
2000/2001 - 88% responded to within targets
2001/2002 -
93% responded to within targets
2002/2003 - 76% responded to within targets
Customer Satisfaction
Everyone using our service now receives a customer satisfaction survey form. The results are analysed and hopefully allows us to make improvements to the service we provide.
In previous years, the following results were obtained (expressed as percentage of total number received)
| 2000/01 | Very Happy | Happy | OK | Not bad | Awful |
|---|---|---|---|---|---|
| Initial staff friendliness | 41 | 33 | 26 | 0 | 0 |
| Punctuality | 44 | 52 | 4 | 0 | 0 |
| Attitude & Concern | 62 | 23 | 11 | 4 | 0 |
| Overall Service Satisfaction | 65 | 19 | 8 | 0 | 8 |
| 2001/02 | Very Happy | Happy | OK | Not bad | Awful |
|---|---|---|---|---|---|
| Initial staff friendliness | 65 | 31 | 4 | 0 | 0 |
| Punctuality | 87 | 10 | 3 | 0 | 0 |
| Attitude & Concern | 87 | 12 | 1 | 0 | 0 |
| Overall Service Satisfaction | 85 | 13 | 2 | 0 | 0 |
| 2002/03 | Very Happy | Happy | OK | Not bad | Awful |
|---|---|---|---|---|---|
| Initial staff friendliness | 63 | 29 | 8 | 0 | 0 |
| Punctuality | 86 | 11 | 3 | 0 | 0 |
| Attitude & Concern | 91 | 6 | 2 | 1 | 0 |
| Overall Service Satisfaction | 90 | 6 | 4 | 0 | 0 |
(Those stating 'not bad' or 'awful' were investigated and the reasons established).
Improvements to your Pest Control
Service
During the financial year 2000/01 we :
- Reduced the net cost of the Pest Control Service from 88pence per head of population to 73pence per head of population. This was achieved by the introduction of charges for some aspects of the domestic service and also due to a large increase in the value of commercial work undertaken
- Increased the number of responses to requests for service which are within target by 16% to a total of 88%
- Achieved increased levels of customer satisfaction with all aspects of our service (i.e. initial staff friendliness, punctuality, attitude and concern, and overall service satisfaction)
During the financial year 2001/02 we :
- Increased the income from commercial work by £3796 over last years figure
- Improved customer satisfaction with all measured aspects of our service with overall satisfaction with the service increasing from 84% to 98%
- Improved our overall achievement in respect of responding to requests for service in adopted target times from 88% to 93%
During the financial year 2002/03 we :
- Achieved an overall customer satisfaction level of 96% despite having a reduced number of pest control officers available for a large part of the year.
- Maintained customer satisfaction with officer punctuality at 97%
Complaints about the Service
The following numbers of complaints about the service have been received.
Year 2000/2001 - 8 Complaints
Year 2001/2002 - 10 Complaints
Year 2002/2003 - 1 Complaints
Each of these complaints was investigated by the Service Manager and the possible need to bring in changes to procedures
or policies to prevent a recurrence was considered in all cases.
How do we compare?
The following tables show
how your Council's Pest Control service compares with other local authorities in Nottinghamshire in terms of charges for domestic
service. (Please note all the figures shown represent the basic costs. Exemptions/concessions apply in many cases)
| Authority | Cockroaches | Fleas | Bedbugs | Wasps | Ants |
|---|---|---|---|---|---|
| Ashfield | Free | Free | Free | Free | Do not treat * |
| Bassetlaw | Free | £25.00 | Free | £25.00 | £25.00 |
| Broxtowe | Free | Do not treat | Free | £41.12 | Do not treat |
| Gedling | Free | £36.05 | Free | Do not treat | Do not treat |
| Mansfield | Free | £22.00 | Free | £22.00 | £22.00 |
| Newark and Sherwood | £27.00 | £27.00 | Free | £27.00 | £27.00 |
| Nottingham City | Free | £44.18 | Free | £42.88 | £44.18 |
| Rushcliffe | Free | £30.00 | Free | £30.00 | £30.00 |
| Authority | Cockroaches | Fleas | Wasps | Ants |
|---|---|---|---|---|
| Ashfield | Free | £35.00 | £25.00 | Do not treat * |
| Bassetlaw | Free | £26.00 | £26.00 | £26.00 |
| Broxtowe | Free | Do not treat | £41.12 | Do not treat |
| Gedling | Free | £37.00 | Do not treat | Do not treat |
| Mansfield | Free | £26.00 | £36.00 | Do not treat |
| Newark and Sherwood | £28.00 | £28.00 | £28.00 | £28.00 |
| Nottingham City | Free | £45.83 | £44.65 | £45.83 |
| Rushcliffe | Free | £34.00 | £34.00 | £34.00 |
| Authority | Cockroaches | Fleas | Wasps | Ants | |
|---|---|---|---|---|---|
| Ashfield | Free | £35.00 | £25.00 | Do not treat * | |
| Bassetlaw | Free | £26.00 | £26.00 | £26.00 | |
| Broxtowe | Free | Do not treat | £41.12 | Do not treat | |
| Gedling | Free | £38.11 | Do not treat | Do not treat | |
| Mansfield | Free | £26.00 | £26.00 | Do not treat | |
Newark and Sherwood |
Data not available | ||||
| Nottingham City | Free | £48.17 | £46.88 | £48.17 | |
| Rushcliffe | Free | £35.00 | £35.00 | £35.00 | |
| Authority | Cockroaches | Fleas | Wasps | Ants |
|---|---|---|---|---|
| Ashfield | Free | £35.00 | £25.00 | Do not treat * |
| Bassetlaw | Free | £26.00 | £26.00 | £26.00 |
| Broxtowe | Free | Do not treat | £41.12 | Do not treat |
| Gedling | Free | £38.11 | Do not treat | Do not treat |
| Mansfield | Free | £26.00 | £26.00 | Do not treat |
| Newark and Sherwood | £31.72 | £31.72 | £31.72 | £31.72 |
| Nottingham City | Free | £48.17 | £46.88 | £35 |
| Rushcliffe | Free | £35.00 | £35.00 | £35.00 |
* advice leaflet sent
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