Our performance - 1 October to 31 December 2007

Telephone response

Standard - answer telephone calls within 5 rings (15 seconds).
Performance- approximately 97.16% of all telephone calls were answered in less than 15 seconds.

Waiting times for drop-in service

Standard - to deal with 50% of callers within 15 minutes of them arriving at the Wandsworth Interpreting Service office and 98% of callers within 20 minutes.
Performance - 98.77% of callers to the Wandsworth Interpreting Service office were seen within 15 minutes and 99.69% of all callers within 20 minutes or less.

Punctuality at external interpreting sessions

Standard- to arrive at all interpreting sessions before the start time of the session.
Performance- we arrived before the start of the interpreting session on 98.53% of all occasions.

Interviewing in private (drop-in service)

Standard- to comply with our client's preference for interpreting sessions to be held in a private interviewing room.
Performance- we offered private interviewing rooms to 100% of our drop-in clients.

Location of interpreting sessions

Standard- we aim to hold interviewing sessions in all locations requested by our clients (including home visits).
Performance- we held 100% of interpreting sessions in locations (including home visits) specified by our clients.

Correspondence

Standard- our target response time is to reply in full within 5 working days. If this is not possible then our target is an acknowledgement within 5 working days followed by a full response within 10 working days.
Performance- 99.47% of all correspondence is dealt within the set timescales.

Number of Interpreting requests complied with

Standard- we aim to comply with 99% of all requests for interpreting sessions provided the language is available.
Performance- we were able to arrange 98.5% of all interpreting sessions requested by our clients.

Speed of response when arranging interpreting sessions or completing translations

Standard- we aim to take no longer than 3 working days to hold an interpreting session in urgent cases or to meet the client's deadline; for 95% of all translations to be completed within 4 weeks (translations less than 1,000 words within 5 working days).
Performance- we were able to hold 98.4% of all interpreting sessions within the standard response time; 100% of translations were completed within 4 weeks.