Performance of the Attendance Allowance Unit (AAU): April 2014 to March 2015
Published 25 January 2016
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This publication is available at https://www.gov.uk/government/publications/performance-of-the-attendance-allowance-unit-april-2014-to-march-2015/performance-of-the-attendance-allowance-unit-aau-april-2014-to-march-2015
On the 31 March 2015 there were approximately 1,600,000 customers entitled to Attendance Allowance.
1. Complaints
Customers can complain if they are unhappy with our service. The Attendance Allowance Unit (AAU) receive complaints by telephone or in writing. Our target for replying to a complaint is 15 working days.
For the period 1 April 2014 to 31 March 2015, the table below shows:
- the number of complaints we received
- the number answered within the agreed time
| Complaints received | Answered within target |
|---|---|
| 442 | 421 (97%) |
The top complaints received in AAU from 1 April 2014 to 31 March 2015 were about:
- processing delays
- wording used in letters – particularly notifications
- benefit payment delays
- benefit entitlement or payment being incorrect
2. Compliments
When a customer is happy with our service they sometimes let us know. The Attendance Allowance Unit received 228 compliments between 1 April 2014 and 31 March 15.
3. About the AAU
The Attendance Allowance Unit is based in Blackpool and Preston.
If you wish to complain about any aspect of our service, please see our complaints procedure.
Our postal address is:
Attendance Allowance Unit
Mail Handling Site A
Wolverhampton
WV98 2AD
You can write to the address above or ring our dedicated helpline, 0345 605 6055. Our textphone number is 0345 604 5312