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

Giving you the information you need



2017-18 Quarter 1


Change from Quarter 4 2016-17

  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
1. We will explain our role and what we can and cannot do 99% 79% +5% -
2. We will explain how we handle complaints and what information we need from you 87% 79% -2% -2%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 98% 81% +1% +16%
4. We will keep you regularly updated on our progress with your complaint 80% 76% -5% +3%
Overall section score 91% 79% - +4%


What the results tell us

Complainants’ feedback for explaining our role and how we handle complaints continues to be positive and stable. There has also been a significant increase in the number of complainants who are satisfied that we are directing them elsewhere if we are unable to help.