To ask the Secretary of State for Justice
(1) what changes have been made to the Legal Services Commission's (a) targets for handling (i) correspondence and (ii) complaints and (b) quality control checking procedures since its establishment, and on what dates; how these changes were notified to (A) regional directors and (B) account managers; and what procedures are in place to advise the Commission's customers of such changes;
(2) which categories of Legal Services Commission staff have job descriptions which include an element of customer service; what the paybands of each category are; what customer services are assessed; how staff performance against customer service objectives is measured; and what account is taken of customer service performance in staff remuneration;
(3) whether an element of the remuneration of (a) the Chief Executive, (b) members of the executive team, (c) regional directors and (d) account managers of the Legal Services Commission is linked to (i) the level of complaints made against the Commission and (ii) the Commission's customer service performance.
It is not possible to answer the questions in the exact format requested as the information is not all held centrally and could not be compiled without disproportionate effort.
The LSC strives to maintain the highest standards of customer service and effective complaint handling. In order to pursue this each year the LSC measures its performance against a national customer service score. In 2006-07 the LSC exceeded this target by achieving 92 per cent. against a target of 88 per cent. In 2006-07 the number of complaints received dropped by 15 per cent., which was a continuing trend compared to previous years.
The LSC will again report on customer service and complaints when it publishes its Annual Report and Accounts 2007-08. LSC annual reports are available at the LSC's website at:
Information on the LSC's remuneration policies and executive team pay is also published in the LSC's annual reports. The latest remuneration report is at pages 48-53 of the LSC's Annual Report and Accounts 2006-07.