Performance of the Carer's Allowance Unit (CAU): Apr 2013 to Mar 2014
Published 27 January 2015
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This publication is available at https://www.gov.uk/government/publications/performance-of-the-carers-allowance-unit-apr-2013-to-mar-2014/performance-of-the-carers-allowance-unit-cau-apr-2013-to-mar-2014
On the 31 March 2014 there were 1,058,032 customers entitled to Carer’s Allowance.
1. Accuracy of payments
The National Audit Office has agreed national targets for the accuracy of Carer’s Allowance payments. The table shows how the Carer’s Allowance Unit (CAU) performed last year.
| Carer’s Allowance | Target for 2013/14 | Achieved in 2013/14 |
|---|---|---|
| Paying the right money | 99% | 99.9% |
2. Complaints
If a customer complains because they are not satisfied with our service, our target for replying to the complaint is 15 working days. For the period from 1 April 2013 to 31 March 2014 the table below shows:
- the number of complaints we received
- the number answered within the agreed time
| Complaints received | Answered within target |
|---|---|
| 854 | 822 |
The top complaints in the CAU from 1 April 2013 to 31 March 2014 were:
- processing delays
- wording used in letters – particularly notifications
- benefit payment delays
- benefit entitlement or payment being incorrect
3. Compliments
When a customer is happy with our service they sometimes let us know.
The Carer’s Allowance Unit received 198 compliments between 1 April 2013 to 31 March 2014.
4. About the CAU.
The Carer’s Allowance Unit has a central office in Preston and administers the assessments and payments for carers.