Giving you a good service
| Commitment | 2016-17 Quarter 4 (Jan-Mar) | Change from Quarter 3 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 12. We will treat you with courtesy and respect | - | 89% | - | - |
| 13. We will give you a final decision on your complaint as soon as we can | 86% | 53% | - | -4% |
| 14. We will make sure our service is easily accessible to you and give you support and help if you need it | 100% | 60% | - | -2% |
| Overall section score | 93% | 67%* | - | -3% |
* This score has been corrected. We originally published an overall section score of 89% but the correct figure is 67%.
What the results tell us
We continue to score highly for staff professionalism and courtesy. However, these results show that people feel we have taken too long to resolve cases. We are changing the way we work to speed up the time it takes for complainants to get answers, while also demonstrating value for money.