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Performance against our Service Charter 2019/20 Quarter 2 (July to September)

Giving you the information you need

Commitment

Quarter 2 (July-Sep 2019)

Change from Quarter 1

 

Complainant Feedback

Organisations we Investigate feedback Complainant Feedback Organisations we Investigate feedback
1. We will explain our role and what we can and cannot do 78% 85% -4% -4%
2. We will explain how we handle complaints and what information we need from you 80% 82% -1% -4%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 75% - +3% -
4. We will keep you regularly updated on our progress with your complaint 81% 89% +1% +3%
Overall section score 79% 85% NC -2%

 

What the results tell us

Overall our feedback scores remained broadly stable this quarter. Complainant satisfaction improved for how we redirect people to other support. However, we also saw drops in satisfaction for how we explain our role, as well as a drop in organisational satisfaction for how we explain our process and what information we will need from them. We will use this to remind staff of the importance to clearly explain our role and process to everybody who uses our service. 

Q2 saw improvement in organisational satisfaction that we keep them regularly updated.