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PCA performance measures

These measures are in place from 01 April 2021 and the PCA will report on them annually.

Website

To measure, for the purpose of progressive improvement, the views of tied tenants who visit the PCA website as to:

  • % of those surveyed who found helpful information on the website.
  • % of those surveyed who found the website easy to use.

Correspondence

  • 95% of enquiries and correspondence (excluding regulatory interactions with POBs and arbitration case correspondence) responded to within 15 working days.

Arbitration

  • From 1 April 2023, in 90% of cases the PCA will appoint a person to arbitrate a dispute within 20 working days of acceptance of a referral and receipt of all relevant information from the parties.

Publication of Awards

  • For 80% of awards for publication, in accordance with the PCA publication policy, consent is sought to publish no later than 6 weeks from the date the award is issued.

  • 80% of awards and summaries will be published according to the PCA publication policy within 6 weeks of receipt of all appropriate consents (or of expiration of timescale for consent).

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