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Our standards
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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.
We are increasingly measuring things that matter externally, rather than monitoring ourselves against targets that only matter to ourselves.
Our customer service standards
We are focused upon improving our customer service standards:
We have developed organisational standards and performance targets which outline the level of service you can expect from us.
We have improved the speed with which we process legal aid applications and bills.
We have also tightened our targets for handling correspondence and complaints.
We have expanded our quality control checks to ensure that we do not compromise on quality.
We continue to improve our ability to help people over the telephone, by developing telephone standards, providing customer service training and measuring its impact through regular Call Monitoring exercises.
| Civil applications | This is an application for civil legal aid funding | 90% in 20 working days |
|---|---|---|
| Civil amendments/authorities | When a solicitor wants us to fund more work to progress a case | 90% in 10 working days |
| Civil Bills | This is when a solicitor submits a bill for us to check and process* | 90% in 30 working days |
| Correspondence | Written correspondence sent to any of our Regional Offices | 90% in 5 working days |
| Complaints | This is any expression of dissatisfaction | 100% in 10 working days |
*With the weekly payment system currently in place it takes between 4 and 9 days for Providers to receive payment once a bill has been authorised. As a result while we aim to process bills within 30 days it may be up to 40 days from receipt before payment is expected.
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: 02 November 2011
