Performance against our Service Charter 2018/19 Quarter 3 (October to December)

Giving you the information you need


Quarter 3 (October - December 2018)

Change from Quarter 2

  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
1. We will explain our role and what we can and cannot do 98% 80% -1% +1%
2. We will explain how we handle complaints and what information we need from you 98% 81% -1% +2%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 100% 79% +3% -1%
4. We will keep you regularly updated on our progress with your complaint 83% 84% +3% +5%
Overall section score 95% 81% +1% +2%

What the results tell us

Overall complainants’ satisfaction with our service increased this quarter. Satisfaction with how we explain our process remained stable. Our casework process assurance score for directing people to other services reached 100% but there was a slight drop in complainant satisfaction for this commitment.