Giving you a good service
| Commitment | 2017-18 Quarter 3 (Oct-Dec) | Change from Quarter 2 2017-18 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 12. We will treat you with courtesy and respect | - | 89% | - | -1% |
| 13. We will give you a final decision on your complaint as soon as we can | 89% | 58% | +3% | +3% |
| 14. We will make sure our service is easily accessible to you and give you support and help if you need it | 100% | 61% | +4% | -4% |
| Overall section score | 95% | 69% | +4% | -1% |
What the results tell us
We continue to score highly for staff being helpful and approachable. There is continual improvement in complainant feedback on the time it takes us to resolve cases. However, since the beginning of the year there has been a gradual downward trend in satisfaction among complainants for making sure our service is accessible, in particular signposting to advocacy services. We are looking into why this is.