Following a fair and open process
| Commitment | 2017-18 Quarter 1 (Apr-Jun) | Change from Quarter 4 2016-17 | ||
|---|---|---|---|---|
| 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.