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

Giving you a good service


2017-18 Quarter 2


Change from Quarter 1
  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.