TIO Annual Report 2003/04

Summary of Complaint Handling Performance

Complaint Resolution Times

This year, TIO staff matched complaint resolution times for last year for Level 2 and Level 3 complaints.

The performance achieved in both years was well short of the Council-set key performance indicators of 48 days for Level 2 complaints and 62 days for Level 3 complaints. These KPIs will be reviewed in the forthcoming year.

Level 4 complaint-resolution times also increased significantly this year due to the closure of many longstanding complex cases. The KPI for Level 4 closure times is 90 days and it is hoped that this will be met next year.

For the first time this year we measured review-closure times. The average time taken to review a case in 2003/04 was 89 days. A newly created Review Officer position should see this figure decrease to under 40 days.