Giving you a good service
| Commitment |
2017-18 Quarter 4 (January-March) |
Change from Quarter 3 2017-18 |
||
|---|---|---|---|---|
| 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% |
-1% |
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.