Performance

The performance of the CAB advice service is measured using a combination of the following:

Casework quality

The CAB Deputy Manager monitors casework quality by

• being available as advice session supervisor (or other nominated person)
• applying the CAB's Independent File Review procedure
• addressing casework issues that arise during Support and Supervision work.

Numbers of enquiries dealt with

The Bureau collects monthly statistics using the parent organisation Citizens Advice 'paradox' system. The results are passed to Citizens Advice and periodically monitored by the Finance and Development Sub Group of our Board of Directors. The enquiry rate is also monitored by our funders and compared to agreed targets.

Referral quality and monitoring

activities and monitoring are defined by the Bureau's "Active signposting and referral procedure" document.

Home visits activity

As defined by the CAB's policy and procedure document.

Our clients and their views

This is monitored through regular surveys. The results of these surveys are passed to the Finance and Development Sub Group of our Board of Directors.

Complaints

Citizens Advice's complaints procedure applies.

Service Level Agreement

(our contract with Waltham Forest to provide an advice service to this borough)

This sets out more detailed performance criteria and how to tell whether or not they are being met.

Audits

Our performance is audited by the London Borough of Waltham Forest, Citizens Advice and the Legal Services Commission.

Assessing client satisfaction

The biannual client profile contains 5 additional questions probing client satisfaction. Clients are asked to rate performance as "excellent", "good", "adequate", "poor" or "very poor" in relation to the following criteria:

• Quality of advice, including the processes once a case has been taken on
  (this was rated as excellent or very good by over 90% in the last survey)
• Staff politeness or attitude
  (rated as excellent or very good by over 90% in the last survey)
• Quality of explanations
  (rated as excellent or very good by nearly 90% in the last survey)

Clients are then asked to give details of:

• The things they most like about Walthamstow CAB
• The things they most dislike about Walthamstow CAB

A consistent feature of the critical comments was the observation that the Bureau needs more staff and more space.

Data from the client satisfaction questions is reported to the CAB Board (Finance and Development Sub Group). The Sub Group decides whether any trend in comments warrants developmental work as part of its equal opportunities and accessibility .

Background information page

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