Accuracy of payments
The National Audit Office has agreed national targets for the accuracy of Carer’s Allowance payments. The table shows how the Carer’s Allowance Unit (CAU) performed last year.
||Target for 2012/13
||Achieved in 2012/13
|Paying the right money
Call quality monitoring
We ask for feedback on 50 calls each quarter. After consulting Carer’s Allowance customers we increased the target satisfaction rate from 75% to 90% in July 2012.
Carer’s Allowance call quality monitoring (2012 to 2013)
|Satisfaction rate achieved
If a customer complains because they are not satisfied with our service, our target for replying to the complaint is 7 working days.
For the period from 1 April 2012 to 31 March 2013 the table below shows:
- the number of complaints we received
- the number answered within the agreed time
On the 31 March 2013 there were 635,855 customers in receipt of Carer’s Allowance.
||Answered within target
The top complaints in the CAU from 1 April 2012 to 31 March 2013 were:
- wording used in letters – particularly decision notifications
- benefit payment delays
- benefit entitlement or payment being incorrect
- processing delays
To address these issues we have:
- concentrated on the Continuous Improvement process to identify better ways of working
- undertaken an accuracy improvement review leading to the introduction of a new checking package
- introducted a new process for dealing with second claims (when the first claim has been disallowed)
When a customer is happy with our service they sometimes let us know.
The Carer’s Allowance Unit received 198 compliments between 1 April 2012 to 31 March 2013.
About the CAU
The Carer’s Allowance Unit has centres around the UK and administers the assessments and payments for carers.