Benefits Performance 2010/11

Performance Targets 2010/11

  • We aim to make a decision on your new claim within an average of 29 days from the day we first receive your claim.
    For changes in circumstances we aim to make a decision within an average of 9 days from the day we first receive notification of the change.
  • We aim to process all new claims and changes in circumstances in an average time of 15 days.
  • We have set a target of 95% for customer satisfaction

How did we perform in 2009/10?

New Claims

  • We processed new claims in an average of just over 22 days against a target of 29 days

Changes in circumstances

  • We processed changes in circumstances in an average of just under 9 days against a target of 9 days
  • We processed all new claims and changes in circumstances in an average time of just under 13 days against a target of 15 days.
  • 99% of customers received their first payment by the due date.

 

Customer Satisfaction

  • Our monthly survey of benefit customers showed that 99% are satisfied with the service they received against a  target of 95%.

 

Comments or Suggestions

  • We’d like to hear from you if you have any comments or suggestions about the Benefit Service.  Please email us at benefits@knowsley.gov.uk.