Performance against our Service Charter 2018/19 Quarter 2 (July to September)

Following an open and fair process


Quarter 2 (July - September 2018)

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 96% 74% -1% +7%
6. We will explain the specific concerns we will be looking into 89% 85% -2% +2%
7. We will explain how we will do our work 79% 81% -3% +10%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 98% 46% No change -1%
9. We will share facts with you, and discuss with you what we are seeing 39% 69% -22% +8%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 97% - No change -
11. We will explain our decision and recommendations, and how we reached them 99% 51% +2% -6%
85% 66% -4% +2%

What the results tell us

Complainant feedback improved overall this quarter. It showed a significant improvement in how we explain our work and make sure we understand individual complaints. Complainants’ satisfaction with how we share facts improved while our casework process assurance process score for the same commitment decreased. We will explore the cause behind this.