How are we doing?

In this section of our website, you will find information about how we are performing against the various targets and commitments we made in our business plan. The information is in the form of a scorecard.

Our 2012/13 business plan has built on our achievements in the previous year and sets new challenges for us. As a public body we are committed to making information on how we are performing available and accessible.

Each month we will update the high level measures on these pages so you can quickly see how we are doing in our three key regulatory functions of registration, compliance and enforcement as well as in our customer service standards.

Registration

The measures in this section cover our work in processing applications for new registrations and changes to existing ones as well as how many we reject.

Compliance

Our work in monitoring compliance is measured through the proportion of services in each sector we inspect and the timeliness of our report publication.

Enforcement

The enforcement work we carry out is measured against the number of times we have used powers such as issuing warning notices and suspending registrations.

Customer service

In this section, we look at measures around our answering of calls, our handling of complaints and the number of whistleblowing queries we deal with.

What does the scorecard show?

For each of the measures, we publish information on our performance this month, last month and for the year to date. This information is displayed both in tables and graphs.

We also assess whether we are on track to achieve our target and give each measure a simple tick or cross score.