1. Complaints Handling 06/07 The Legal Complaints Service and Solicitors Regulation Authority demonstrated rapid and substantial improvements across its organisation during 2006/07. These improvements continue to bear fruit with many of the changes made during this period now beginning to deliver real benefits for consumers. In all circumstances complaints were handled effectively and efficiently in accordance with the agreed plan and in a manor that balances the interests of the consumer and the profession.. There was dramatic reduction in the number of old files, three files over 15 months old at LCS at the end of March 2007, 53 at the SRA. This total of 56 files was well within the target of 65. There has also been a significant reduction in backlogs with files now allocated to caseworkers within a matter of days. Continually improving performance against our five service quality targets has produced a range of results with clear success in three targets and significant progress in the other two. This has greatly improved our customer service and is evidenced in a climbing customer satisfaction. Building on improved performance quality is the organisations’ big focus for the current year. Securing independence from the Law Society was a crucial step forward for both LCS and SRA. Strategic focused management of the challenges that faced LCS and SRA has also been an important factor. Both have restructured this year. A more constructive relationship with the OLSCC enables the three organisations to work together for the benefit of consumers. Whilst LCS and SRA recognise there is still more to do, but point to the recent sustained improvements in complaint handling. A balanced scorecard assessment of our performance would stand comparison with leading consumer redress organisations. This describes the positive, initial results of a longer turnaround that is sustainable and will be built on next year and beyond. Targets 06/07 Achieved T1 Max 65 old cases 56 T2a 57% under 3 months old 59% T2b 94% closed in 12 months 94% Q1 80% Special Payments 48% Q2 80% in 55 Days response 80% Q3 80% 30 Day/key updates 62% Q4 80% IAG 82% Q5 95% Heads of Complaints 98% Q6 73% LSO Index 68% P1 90% Budget 98% P2 90% Resources 100% P3 Achieve initiatives Achieved P4 Timely reporting Achieved Time Line The improvement made in recent years by the Legal Complaints Service has been remarkable, and much of that is due to the leadership shown by Shamit Saggar and others in ensuring that they deal with things robustly.” Bridget Prentice MP, Parliamentary Under Secretary, Ministry of Justice “I commend the recent changes in how the Law Society (Legal Complaints Service) has handled complaints with its new set-up and new name. What we see is a more rigorous and robust system in place, which is exactly the direction of travel that is needed.” John Mann MP, Bassetlaw ‘The service of you and team was 1 st class. The outcome was not 100% but your service was 100%. Thank you, please thank you to all your staff,’ Mr W, Mansfield 123456789123456789 CHIP Delivery Old Cases Timeliness Productivity Unallocated Quality Business Planning Separation of LCS & REG Extended Helpline Ass. Informants Protocol Our Future – April 2007 onwards New CEOS Our History - 1993-2005 1993 2000 2005 Jan 06 Apr July Oct Jan 07 Mar April 07 July Oct Mar 08 TLS moved Complaint Handling to Leamington Spa to display independence TLS appointed Independent Commissione(2003) DCA appointed LSCC (2004) Typical Caseholding over 100 files 9,000 cases being worked on (WIP) Helpline Service Level 60% Backlog 1,200 cases (12 Months) Independent Boards Strengthened performance management Recruitment drive to get capacity right Backlog reduced to 2 weeks Restructure Timelines s targets exceeded 07/08 Targets and Plan agreed at start of Plan year Increasing customer satisfaction Helpline Service Level 85% LCS 3 year Improvement Agenda launch Customers able to apply online No complaint cases over 12 months old Over 67% cases resolved within 3 months All Plan targets met or exceeded Our Recovery - 2006/2007 New IT systems