Performance against our Service Charter 2017/18 Quarter 4 (January to March)

Giving you a good service


2017-18 Quarter 4


Change from Quarter 3
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
12. We will treat you with courtesy and respect - 88% - -1%
13. We will give you a final decision on your complaint as soon as we can 56% 57% -33% -1%
14. We will make sure our service is easily accessible to you and give you support and help if you need it 98% 61% -2% No change
Overall section score 77% 68% -18%



What the results tell us

We continue to score highly for staff being helpful and approachable. However, our casework process assurance figure on the time it takes us to resolve cases declined noticeably. Investigation waiting times increased due to embedding a new operating model and staff training programme.  We expect this to improve in 2018-19 as we see the benefits of these important changes. 

Also, the gradual downward trend in satisfaction among complainants for making sure our service is accessible, is not yet improving. We are looking into why this is and how our ongoing training programme can address this.