We will regularly monitor the performance of our services to ensure a high-quality, victim-centric service. We will carry out satisfaction surveys, over the phone or in person where required, within 8 weeks of case closure and use this information to further develop the service.
The number of hate incident cases and our performance will be monitored and reported to senior officers and relevant cabinet members.
Our key performance indicators are:
- Number and percentage of cases responded to within one working day
- Number and percentage of new cases where an initial interview was conducted within two working days
- Number and percentage of new cases whereby an action plan was agreed within two working days of referral to the relevant service
- Number and percentage of open cases where an update has been given to the resident within the last ten working days
- Number and percentage of open cases where a manager has undertaken a case review within the last calendar month
- Number and percentage of residents who were satisfied with the handling of their case after case closure