Performance against our Service Charter 2017-18 Quarter 2 (July to September 2017)

Following an open and fair process


2017-18 Quarter 2 


Change from Quarter 1
  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%
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.