Performance against our Service Charter 2017-18 Quarter 1 (April to June 2017)

Following a fair and open process


2017-18 Quarter 1 


Change from Quarter 4
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
5. We will listen to you to make sure we understand your complaint 98% 72% - +4%
6. We will explain the specific concerns we will be looking into 95% 84% +2% +5%
7. We will explain how we will do our work 94% 69% +2% -6%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 99% 52% +1% +8%
9. We will share facts with you, and discuss with you what we are seeing 86% 61% +3% -4%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 99% - - -
11. We will explain our decision and recommendations, and how we reached them 98% 59% -1% +1%
Overall section score 96% 66% +1% +1%

What the results tell us

We continue to score highly for staff being clear with complainants about what we will investigate. There has been an increase in the number of complainants who feel that we are gathering all the information we need before making a decision on a complaint, but we can improve further on this. We also need to get better at explaining our decisions to complainants so we are introducing a new staff training programme to improve our communication of decisions and report-writing.