Giving you a good service
| Commitment |
2017-18 Quarter 2 (Jul-Sep) |
Change from Quarter 1 2017-18 |
||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 12. We will treat you with courtesy and respect | - | 90% | - | +1% |
| 13. We will give you a final decision on your complaint as soon as we can | 86% | 55% | +7% | -5% |
| 14. We will make sure our service is easily accessible to you and give you support and help if you need it | 96% | 65% | +9% | +2% |
| Overall section score | 91% | 70% | +8% | -1% |
What the results tell us
We continue to score highly for staff being helpful and approachable. However, these results show that people continue to feel that we take too long to resolve cases, although this is improving. We are changing the way we work so complainants get answers more quickly, but this is a long-term change and it will take time to see improvements.