Children's Division
We are committed to providing an efficient and effective service to our customers. In order to achieve this we use Key Performance Indicators (KPIs) to assess our performance and ensure that the service we provide is constantly measured and our objectives met.
We value and recognise that in order to provide an excellent service our staff must be equipped with the right skills, knowledge and competences in customer service delivery to ensure it is delivered in a joined up and innovative way. To do this we will celebrate and reward innovation, promote good practice working, share learning.
Our targets
we aim to do...
- 95% of payments within 5 days (of receipt of Form 200, Form 203)
- 95% of Children's accounts set up within 10 days (upon receipt of Form 212)
- 95% of correspondence processed within 5 days of receipt
- 95% complaints replied to within 5 days of receipt
- 100% of beneficiaries sent a Form 203 or Form 609 within 15 days of majority report, to obtain payment out of their award upon reaching 18 completed within 15 days (203/609)
Payments are made by cheque directly to your bank or building society. Payments can take between 2 - 5 weeks to clear. Please contact the relevant bank or building society for information on their cheque clearing times.