Performance of the Attendance Allowance Unit and Disability Living Allowance 65+: April 2016 to March 2017
Published 7 April 2017
© Crown copyright 2017
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This publication is available at https://www.gov.uk/government/publications/performance-of-the-attendance-allowance-unit-and-disability-living-allowance-65-apr-2016-to-mar-2017/performance-of-the-attendance-allowance-unit-and-disability-living-allowance-65-april-2016-to-march-2017
1. Complaints
Customers can complain if they are unhappy with our service. We receive complaints by telephone or in writing. Our target for replying to the complaint is 15 working days.
For the period from 1 April 2016 to 31 March 2017 - the table below shows:
- the number of complaints we received
- the number answered within the agreed target
| Unit | Complaints received | Answered within 15 day target |
|---|---|---|
| AAU | 800 | 788 (98.5%) |
| DLA 65+ | 227 | 220 (96.9%) |
The top complaints received in AAU and DLA65+ from 1 April 2016 to 31 March 2017 were:
- processing delays
- wording used in letters – particularly notifications
- benefit payment delays
- benefit entitlement or payment being incorrect
If you wish to complain about any aspect of our service, please see our Complaints Procedure.
2. Compliments
When a customer is happy with our service they sometimes let us know.
The Attendance Allowance Unit and DLA65+ received 556 compliments between 1 April 2016 to 31 March 2017.
3. Telephony Customer Satisfaction survey 2017
In June 2016, our telephony staff held their own satisfaction survey. We wanted to know if we were getting it right. Two thousand customers were asked 8 questions at the end of their telephone call and the results recorded. See previous results.
Results for 2017 will be published soon.
3.1 Telephony Survey 2017 will include the following questions
Q.1. Was it easy for you to find the correct telephone number to contact us?
Q.2. Were you satisfied with the time taken to answer your call?
Q.3. Is this the first time you have contacted us to discuss this particular query?
Q.4. Was your query fully resolved during/following this call?
Q.5. Did the call handler explain what would happen next?
Q.6. Did the call handler speak clearly and in plain English?
Q.7. Was the call handler helpful?
Q.8. Was the call handler polite?
Q.9. Were you treated Fairly during your call?
4. Accuracy
We aim for a 90 % accuracy pass rate. For the last year our accuracy levels have exceeded this in all areas.
5. About the AAU and DLA65+
There are approximately 680 staff members on the Attendance Allowance and DLA65+ who deal with all aspects of your Attendance Allowance and DLA 65+ claims.
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