CCS Summary of Performance.January 2005

Summary of Performance Measures and Statistics
Consumer Complaints Service
January
2005
January 2005
1

Contents
Summary              Page 3

Caseload movement this month             Page 4

Trend in caseload movement           Page 5

Age profile of caseload           Page 7

Outcome of complaints             Page 9

Performance indicators         Page 10

LSO referrals            Page 11

Compensation            Page 12

APPENDICES

Appendix 1 Data, reconciliation of caseload                            Page 13

Appendix 2 Data, work in progress, receipts and closures                 Page 14

Appendix 3 Data, age profile of caseload                            Page 15

Appendix 4 Data, performance indicators                            Page 16

Appendix 5 Data, LSO referrals                                   Page 17

Appendix 6 Glossary of terms                                      Page 18
January 2005
2

Summary
January

•
CCS conduct and service caseload down by 133 to 4181.

•
CCS received 954 new complaints and closed 1087.

•
The CAU answered 5598 calls, with an average time to answer of 16
seconds.

•
The LSO made no recommendation in 72% of the reports returned in
January.

•
The number of full time equivalent caseworking staff in CCS at the end of
January was 156.4.

Except where indicated, all data on the following pages refers only to the workload of the
CCS, and refers to Conduct and Service Complaints.

Charts have been used where appropriate for ease of comparison and monitoring of
trends.

Where charts have been used, the data on which they are based has been included in
the appendices.

January 2005
3

Caseload movement this month
Throughput of all cases
Caseload
New
Cases
Caseload
Caseload
brought
Cases
Closed
carried
movement
forward
received
forward
Conduct
2034
433
509
1958
-76
Service
4726
1009
1041
4694
-32
Conduct & Service Combined
6760
1442
1550
6652
-108
Remuneration Certificates
227
52
76
203
-24
Enquiries
482
410
429
463
-19
TOTAL
7469
1904
2055
7318
-151
The above table shows the throughput of work by matter type. The table below shows
the same information in respect of the work of the Consumer Complaints Service.

Throughput of Consumer
Caseload
Cases
Cases
Caseload Caseload
Complaints Service
Brought
Received
Closed
Carried
Movement
Forward
Forward
Conduct
207
73
137
143
-64
Service
4107
881
950
4038
-69
Conduct & Service Combined
4314
954
1087
4181
-133
Remuneration Certificates
227
52
76
203
-24
Enquiries
482
410
429
463
-19
Consumer Complaints Service
5023
1416
1592
4847
-176
January 2005
4

Trend in Caseload Movement
Work In Progress
Remuneration Certificates and Enquiries
500
450
400
350
300
250
200
150
100
50
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Remuneration Certificate Applications
Enquiries
Initial requests for a Remuneration Certificate are handled as enquiries whilst information
on the process is provided to those involved and the necessary details obtained from the
parties. If these initial enquiries are pursued they then become Applications.

January 2005
5

Trend in Caseload Movement
Consumer Complaints Service Work In Progress
5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Conduct
Service
Forecast
The above chart shows the work in progress of the CCS which has been reduced from
5304 in January 2004 to 4181 at the end of January 2005.
Receipts And Closures
1000
900
800
r
s
e
700
tt
a
600
f
M
500
r
o
e
400
b
m
300
Nu
200
100
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
CDT Receipts
CDT Closures
CRO Receipts
CRO Closures
January has seen a positive start to the year with more closures than receipts for both
conduct and service matters.
January 2005
6

Age profile of caseload
Average Age of WIP
250
200
ays
D
150
e in
g
e A 100
g
a
ver
50
A
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Conduct
Service
Linear (Service)
Linear (Conduct)

Age At Closure
60%
50%
40%
30%
20%
10%
0%
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
0-3months
4-6 months
7-9 months
10-12 months
13-18 months
Over 18 months
The protocol for calculating age at closure has been amended at the request of the
LSCC, as have the age bands. We still use the age in days as the basis of the
calculation. However, instead of dividing by the average days in a month and rounding
up or down to the nearest whole number, we are now applying a range of cut-off points
equating to the age band ceiling, i.e. 91 days, 183 days, 274 days, etc.
January 2005
7

Age profile of caseload
Age Profile of WIP
2500
2000
1500
1000
500
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
0-3mths
4-6 mths
7-9 mths
10-12 mths
13-18 mths
Over 18 mths
The age profile of the work in progress at the end of each given month is now calculated
on the basis of anything less than 91 days is 0 -3 months, less than 184 days is 0 -6
months, less than 275 days 0 -9 months, less than 366 days 0 -12 months and less than
549 days 0 -18 months.
0-3
0-6
0-9
0-12
0-18
Age in Months
Total
months
months
months
months
months
January
49%
69%
80%
86%
93%
100%
February

March

April

May

June

July

August

September

October

November

December

Year To Date
49%
69%
80%
86%
93%
100%
January 2005
8

Outcome of complaints
The table below shows the outcome of matters closed.

From June 2004 the outcomes shown replaced the ones previously being used.
Technical issues mean that a small number of closures are recorded under the now
obsolete codes. Because there is no direct correlation between the two sets of codes,
the old ones are noted as ‘other’ .
Year To
Outcome
Jan  Feb  Mar  Apr  May  Jun  Jul  Aug  Sep  Oct  Nov  Dec
%
Date
Closed temporarily  139

139
13%
Conciliated
335

335
31%
Not upheld
254

254
24%
Outside our
43

43
4%
jurisdiction
Resolved without
27

27
3%
our intervention
Upheld
80

80
7%
Upheld but no
11

11
1%
action
Withdrawn by
53

53
5%
customer
Customer has not
49

49
5%
responded
Referred back to
32

32
3%
firm under Rule 15
Solicitors'
10

10
1%
reasonable offer
Within jurisdiction
but investigation
40

40
4%
declined
Other (Including
7

7
1%
obsolete outcomes)
TOTAL
1080

1080  100%
It should be noted that the division of closures between CCS and CAI, as well as deleted
matters and those that cannot be defined at the time the data was captured, means that
there is a small difference between the totals recorded here and the total number of
closures for the month.
January 2005
9

Performance Indicators
CAU Call Handling
90%
6000
80%
5000
ed
70%
er
sw
60%
4000
n
50%
lls A
/Abandoned
3000
a
d 40%
e
Percentage
er 30%
2000
of C
20%
Answ
mber
1000
u
10%
N
0%
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
% Abandoned
% Service Level
Calls Answered
CAU Call Handling
Service levels were above the target 80% and the abandoned rate was well within the
target range of less than 5%.
Customer Satisfaction
80%
70%
60%
50%
40%
30%
20%
10%
0%
Feb-04 Mar-04 Apr-04 May-04 Jun-04 Jul-04 Aug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05

January 2005
10

LSO referrals
LSO Reports
s
80%
i
on
70%
60%
50%
Recommendat 40%
30%
Non
20%
ge of
a 10%
r
cent
0%
Pe
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
72% of the matters reported on by the LSO in January resulted in no recommendation.
Referral of Matters to the LSO
4.0%
3.5%
es
3.0%
2.5%
of Closur 2.0%
e
1.5%
1.0%
r
centag
e
P 0.5%
0.0%
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
The above chart shows referrals to the LSO as a percentage of the average monthly
closures for the year to date, rather than as a percentage of each specific month’s
closures.

It should be noted that the data on this page relates to the whole organisation, not just to
the work of CCS.

January 2005
11

Compensation
LSO Compensation Awards
)
9
8
£,000
7
6
ded (in
5
ar
4
t Aw
3
2
oun
m
1
A
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Total Amount
7,900
Average Amount
329
In January the LSO made 24 orders for compensation, totalling £7,900.00.
Ex-gratia Payments
30
140
0)
25
120
100
£,00
20
ents
(in
80
d
15
60
10
er of Paym
unt Pai
40
b
o
m
m
5
u
A
20
N
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Amount Paid
20227
Number Of Payments
107
A total of £20,227 was paid in ex-gratia payments on 107 matters in January.

It should be noted that the data on this page relates to the whole organisation, not just to
the work of CCS.
January 2005
12

Appendix 1
Data

Reconciliation of caseload
January
Total
Total
Total
Total
Total
Total Caseload
Caseload  Cases
Cases  Caseload
Caseload
Brought  Received  Closed
Carried
Movement
Forward
Forward
Conduct
2034
433
509
1958
-76
Service
4726
1009
1041
4694
-32
Total
6760
1442
1550
6652
-108

CCS
CCS
CCS
CCS
CCS
CCS
Caseload  Cases
Cases  Caseload
Caseload
Brought  Received  Closed
Carried
Movement
Forward
Forward
Conduct
207
73
137
143
-64
Service
4107
881
950
4038
-69
CCS Total
4314
954
1087
4181
-133

Compliance
CAI
CAI
CAI
CAI
CAI
Caseload  Cases
Cases  Caseload
Caseload
Brought  Received  Closed
Carried
Movement
Forward
Forward
Conduct
1822
340
349
1813
-9
Service
612
118
83
647
35
Compliance Total
2434
458
432
2460
26

Common Process*  Caseload   Cases   Cases   Caseload  Caseload
Brought  Received  Closed
Carried
Movement
Forward
Forward
Conduct
5
20
23
2
-3
Service
7
10
8
9
2
Common Process Total
12
30
31
11
-1
* At any given point in time, a limited number of matters are at points in the process that are
common across the organisation, e.g. new  matters just created but not yet moved on past
Registry, or closed matters that are within a common archive process.
Therefore, at the precise moment of data capture, these matters are not identified as either CCS
or Compliance.
January 2005
13

Appendix 2
Data

Work in progress receipts and closures
Work In Progress
Remuneration Certificates and Enquiries
WORK IN
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
PROGRESS
Remuneration
Certificate
203

Applications
Enquiries
463

Consumer Complaints Service Work In Progress
WORK IN
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
PROGRESS
Conduct
143

Service
4038

Total
4181

Forecast
4336

Consumer Complaints Service Receipts and Closures
RECEIPTS
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Conduct
73

Service
881

Total
954

CLOSURES
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Conduct
137

Service
950

Total
1087

January 2005
14

Appendix 3
Data

Age profile of caseload
Average age of WIP
Average
Year to
Age in
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
date
Days
Conduct 219

219
Service
176

176
Number
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec

of Files
Conduct 143

Service
4038

Total
4181

These figures do not include the small number of matters that are within a common process,
almost all of which are new matters yet to be determined.
Age at closure in months
Cases
Within 3
Within 6
Within 9
Within 12
Within 18
Closed by
Months
Months
Months
Months
Months
age at
closure
January
50%
71%
82%
87%
93%
February

March

April

May

June

July

August

September

October

November

December

Year to date
50%
71%
82%
87%
93%
January 2005
15

Appendix 4
Data

Performance indicators
CAU Call Handling

Jan  Feb  Mar  Apr  May  Jun
Jul
Aug  Sep  Oct  Nov  Dec
Calls Answered
5598

Calls Abandoned
76

% Abandoned
1%

% Service Level
83%

Average response time  00:16

(minutes : seconds)
Average ACD talk time  09:22

(minutes : seconds)
Customer Satisfaction Survey

Feb- Mar- Apr- May-  Jun-
Jul- Aug- Sep- Oct- Nov- Dec- Jan-

04
04
04
04
04
04
04
04
04
04
04
05
Number of Forms Sent Out  988  977  676  872  834  988  870  747  755  897  766  823
Number of Forms Received  323  405  287  355  355  378  285  318  257  394  262  313
Response Rate (%)
33%  41%  42%  41%  43%  38%  33%  43%  34%  44%  34%  38%

Satisfaction Overall
62%  62%  68%  68%  60%  63%  64%  65%  63%  60%  60%  58%
Satisfaction With Service
65%  61%  67%  70%  62%  63%  68%  67%  65%  62%  60%  58%
Satisfaction With Outcome  56%  53%  61%  59%  52%  52%  59%  53%  53%  52%  52%  48%
January 2005
16

Appendix 5
Data

LSO referrals
LSO reports returned
Reconsider &
Non Recommendations
Critical
Reconsider
Compensate
Total
Compensate
January
113
72%
3
2%
18
11%
5
3%
19
12%  158  100%
February

March

April

May

June

July

August

September

October

November

December

Year to
113
72%
3
2%
18
11%
5
3%
19
12%  158  100%
date
Referral of matters to the LSO
YTD
CLOSURES
Jan  Feb  Mar  Apr  May  Jun
Jul  Aug  Sep  Oct  Nov  Dec  Average
Conduct
509

509
Service
1041

1041
Enquiry
429

429
Total
1979

1979
FILES TO LSO  Jan  Feb  Mar  Apr  May  Jun
Jul  Aug  Sep  Oct  Nov  Dec
YTD
Average
Conduct
24

24
Service
43

43
Enquiry
5

5
Total
72

72
LSO Referrals
as a % of YTD  4%

4%
Average
Month
January 2005
17

Appendix 6

Glossary of terms
Terms Used within this document:

CAI     Conduct Assessment and Investigation Unit

CAU     Customer Assistance Unit

CCS     Consumer Complaints Service

CDT     Conduct complaint

Compliance Directorate       Law Society Directorate dealing with all
investigation and enforcement work, together with
much of the work formerly dealt with by the
Solicitors’ Practice Unit.

CRO                       A service complaint

ENQ                       An enquiry or an initial request for details of the
remuneration certificate process.

LSO                       Legal Services Ombudsman

RCA                       Remuneration Certificate Application


January 2005
18