Performance against our Service Charter 2018/19 Quarter 1 (April to June)

Giving you a good service


2018-19 Quarter 1


Change from Quarter 4
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
12. We will treat you with courtesy and respect - 89% - +1%
13. We will give you a final decision on your complaint as soon as we can 59% 54% +2% -3%
14. We will make sure our service is easily accessible to you and give you support and help if you need it 89% 65% -9% +4
Overall section score 74% 69% -3%

No change


What the results tell us

We continue to score highly for being helpful and approachable and this score has increased again in Q1. Complainant satisfaction with waiting times has dropped slightly this quarter. Investigation waiting times increased due to embedding a new operating model and staff training programme. We expect this to improve over the course of the year as we see the benefits of these important changes.