Performance against our Service Charter 2018/19 Quarter 1 (April to June)

Giving you the information you need


2018-19 Quarter 1


Change from Quarter 4

  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
1. We will explain our role and what we can and cannot do 99% 78% +2% -2%
2. We will explain how we handle complaints and what information we need from you 99% 80% +2% No change
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 98% 74% -1% -2%
4. We will keep you regularly updated on our progress with your complaint 87% 78% No change


Overall section score 96% 78% +1% No change


What the results tell us

There is minimal change from the last quarter and scores remain relatively stable. Complainants’ feedback for explaining our role and how we handle complaints continues to be positive.