Transparency data

Performance of the Attendance Allowance Unit and Disability Living Allowance 65+: April 2017 to March 2018

Published 9 April 2018

Performance of the Attendance Allowance Unit (AAU) and Disability Living Allowance for people aged 65 and over (DLA65+) against customer service targets for complaints and compliments

1. Complaints

Our target for replying to a complaint is 15 working days. Customers can complain if they are unhappy with our service. We receive complaints by telephone or in writing.

For the period from 1 April 2017 to 31 March 2018, the table below shows:

  • the number of complaints we received
  • the number answered within the agreed target
Unit Complaints received Answered within 15 day target
AAU 720 720 (100%)
DLA65+ 122 122 (100%)

The top complaints received in the AAU and DLA65+ from 1 April 2017 to 31 March 2018 were:

  • you haven’t given me the information I need
  • DWP staff don’t treat me with respect
  • can’t access the system
  • take too long
  • you got it wrong

Measures have been put in place to improve these areas of concern and we hope to see a reduction in complaints as a result.

If you wish to complain about any aspect of our service, please read our complaints procedure.

2. Compliments

When a customer is happy with our service they sometimes let us know.

The AAU and DLA65+ received 412 compliments between 1 April 2017 to 31 March 2018.

3. Accuracy

We aim for a 90% accuracy pass rate. For the last year our accuracy levels have exceeded this in all areas.

4. About the AAU and DLA65+

There are approximately 690 staff members working the AAU and DLA65+ who deal with all aspects of your Attendance Allowance and DLA65+ claims.

All our post comes to us through a mail handling site.

Contact the Disability Service Centre

We now have 0800 freephone numbers for you to contact us.