Following an open and fair process
| Commitment | 2017-18 Quarter 2 (Jul-Sep) | Change from Quarter 1 2017-18 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 97% | 73% | -1% | +1% |
| 6. We will explain the specific concerns we will be looking into | 90% | 82% | -5% | -2% |
| 7. We will explain how we will do our work | 85% | 75% | -9% | +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 | 95% | 44% | -4% | -8% |
| 9. We will share facts with you, and discuss with you what we are seeing | 85% | 64% | -1% | +3% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | 97% | - | -2% | - |
| 11. We will explain our decision and recommendations, and how we reached them | 98% | 50% | No change | -9% |
| Overall section score | 92% | 65% | -4% | -1% |
What the results tell us
We continue to score highly for our staff being clear about what we can investigate. The previous increase in the number of people who feel that we are gathering all the information we need before making a decision has been reversed, which we are monitoring. We also need to get better at explaining our decisions. We are currently implementing a new training programme for staff to improve our communication of decisions and report-writing.