Performance against our Service Charter 2016-17 Quarter 4 (January to March 2017)

Following an open and fair process



2016-17 Quarter 4 


Change from Quarter 3
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
5. We will listen to you to make sure we understand your complaint 98% 68% +1% +1%
6. We will explain the specific concerns we will be looking into 93% 79% +1% -4%
7. We will explain how we will do our work 92% 75% +3% +4%
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% 44% +4% +2%
9. We will share facts with you, and discuss with you what we are seeing 83% 65% +4% +1%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 99% - +1% -
11. We will explain our decision and recommendations, and how we reached them 99% 58% - -1%
Overall section score 95% 65% +2% +1%

What the results tell us

Early indications are that we need to work harder to demonstrate thoroughness in our casework and get better at explaining our decisions. Our Service Model guidance is helping to improve this as it sets out what caseworkers must do at each stage of our process to ensure decisions are clearly explained.