TSM: Complaints responded to within complaint handling timescales
Importance: MediumView other "Caring for our Customers, Assets and Neighbourhoods" indicators
30th Sep 2023
Performance has been recalculated retrospectively based on complete YTD data. Coinciding with a sector trend of increased complaints additional caseloads in Q1 and 2 has presented pressure on the central team’s resources resulting in a backlog of complaints. Additional resources have been provided to address this. In addition the Regulator issued further guidance on this TSM on 19 September 2023 which has prompted us to recalculate our performance in Quarter 1 and 2 to ensure we factor in the date a complaint was received, acknowledged and responded to in the target timescales. This recalculation has resulted in a drop in percentage of complaints handled within the target timescales.
Performance has been recalculated retrospectively based on complete YTD data. Coinciding with a sector trend of increased complaints additional caseloads in Q1 and 2 has presented pressure on the central team’s resources resulting in a backlog of complaints. Additional resources have been provided to address this. In addition the Regulator issued further guidance on this TSM on 19 September 2023 which has prompted us to recalculate our performance in Quarter 1 and 2 to ensure we factor in the date a complaint was received, acknowledged and responded to in the target timescales. This recalculation has resulted in a drop in percentage of complaints handled within the target timescales.
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