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Our standards
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About our customer service score
Customer service is key to everything that we do and we are working hard to ensure that we provide a high quality service.
Our national 'Customer Service Score' measures our performance in key service areas such as how quickly we make decisions on applications, pay bills, reply to correspondence, and help legal aid clients and service providers on the telephone.
This year we aim to maintain our overall Customer Service Score at 90%.
We are increasingly measuring things that matter externally, rather than monitoring ourselves against targets that only matter to ourselves. For 2007/2008, we have brought a measure of customer satisfaction into the Customer Service Score through the introduction of client feedback surveys.
2007/2008 targets
| Civil applications | This is an application for civil legal aid funding | 75% in 10 working days, 100% within 30 working days |
|---|---|---|
| Civil amendments | When a solicitor wants us to fund more work to progress a case | 90% in 5 working days |
| Bills | This is when a solicitor submits a bill for us to check and pay | 100% in 8 weeks |
| Correspondence | Written correspondence sent to any of our Regional Offices | 95% in 5 working days |
| complaints | This is any expression of dissatisfaction | 3 working days |
Performance
The table below provides information about the amount of work that we processed from October to December 2007 and how we are performing against our headline processing targets.
| Work type | Target | Jan-Mar 08 performance | Total processed | Total in target |
|---|---|---|---|---|
| Civil Applications | 75% in 1 week | 88% | 30,453 | 25,774 |
| Civil Amendments & Authorities |
90% in 1 week | 93% | 42,620 | 39,193 |
| Civil Bills |
8 weeks | 91% | 41,080 | 38,300 |
| CDS7 Bills |
8 weeks | 99% | 16,517 | 16,423 |
| Claim 5 (FGF) Bills | 8 weeks | 95% | 35,954 | 34,000 |
This information will be updated on a quarterly basis.
Archive results are available from the Documents panel on the right hand side of the page.
For more information
If you feel that we have failed to provide the level of service you are entitled to expect in accordance with these standards, you can read information about our complaints procedure on this website.
Last updated: 28 May 2008