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

Giving you a good service


Quarter 2 (July-Sep 2019)

Change from Quarter 1
  Complainant Feedback Organisations we Investigate feedback Complainant Feedback Organisations we Investigate feedback
12. We will treat you with courtesy and respect 87% 92% -1% +4%
13. We will give you a final decision on your complaint as soon as we can 51% 77% +1% +2%
14. We will make sure our service is easily accessible to you and give you support and help if you need it 66% 90% NC +2%
Overall section score 68% 86% NC +2%


What the results tell us

Overall we saw more stable performance under this section, with continued improvements being made for organisational satisfaction across each commitment. We continue to see all parties feedback that our staff treat them with courtesy and respect. 

Providing our users with a timely decision continues to be our focus and we have taken action to reduce the number of cases awaiting attention. Satisfaction in this area continues to improve.