Performance of the Attendance Allowance Unit and Disability Living Allowance 65+: April 2017 to March 2018
Published 9 April 2018
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Performance of the Attendance Allowance Unit (AAU) and Disability Living Allowance for people aged 65 and over (DLA65+) against customer service targets for complaints and compliments
1. Complaints
Our target for replying to a complaint is 15 working days. Customers can complain if they are unhappy with our service. We receive complaints by telephone or in writing.
For the period from 1 April 2017 to 31 March 2018, 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 | 720 | 720 (100%) |
| DLA65+ | 122 | 122 (100%) |
The top complaints received in the AAU and DLA65+ from 1 April 2017 to 31 March 2018 were:
- you haven’t given me the information I need
- DWP staff don’t treat me with respect
- can’t access the system
- take too long
- you got it wrong
Measures have been put in place to improve these areas of concern and we hope to see a reduction in complaints as a result.
If you wish to complain about any aspect of our service, please read our complaints procedure.
2. Compliments
When a customer is happy with our service they sometimes let us know.
The AAU and DLA65+ received 412 compliments between 1 April 2017 to 31 March 2018.
3. Accuracy
We aim for a 90% accuracy pass rate. For the last year our accuracy levels have exceeded this in all areas.
4. About the AAU and DLA65+
There are approximately 690 staff members working the AAU and DLA65+ who deal with all aspects of your Attendance Allowance and DLA65+ claims.
All our post comes to us through a mail handling site.
Contact the Disability Service Centre
We now have 0800 freephone numbers for you to contact us.