2014 annual customer survey – annual reviewing service [simplified form]
We targeted
You said we could improve our service by:
 100 customers who used the service from April 2010 and
June 2011
 Take action within 6 weeks of annual report submitted, not 6
months
 Financial guardians managing estates with less that £16,000
 Current 24 to 26 weeks to process is a long time for you to
keep our original letters of awards for benefits. If I had known I
would have taken more copies to keep for other things.
Instead I had to get another from DWP
 Mix of lay people and professionals
 37% returned the questionnaire
 On occasion it would be helpful as a guardian to have a more
What about our service? You said…
32% prefer to contact us by telephone
23% prefer to access our services by e-mail or via the website
89% found the information in our letters easy to understand
Levels of customer satisfaction. You said…
responsive telephone helpline service. And not only about
matters which the OPG regards as in its sphere of interest but
also in guiding guardians in where to find information which is
not strictly the OPGs area. I say this from personal experience
as a couple of times I’ve asked OPG relevant questions which
have involved other areas such as benefits and when I have
asked where I can find out about what you are asking I’ve met
a stonewall of disinterest – not clever or motivating
What do we do well? You said…
 The staff are very helpful when I contact them
How satisfied are you with
the services we provided to
you?
Satisfied
18%
Not
14%
satisfied
68%
Did not
say
 If you phone you always get great service. The person on the
other end wants to help. Explains situation or answers query
clearly
 You have reduced the size of the form in recent years making
things much easier and clearer
 Forms that are to be filled out are very easily understood.
What you require from me is clearly stated in letters
We asked you about our simplified account form
You said…
What did you like about the form? You said…
How easy was the form to
complete?
Easy
27%
 It only requires basic information not like the forms I have
filled in previously
 Easy to understand
 Much better, easier to complete than the older version
Difficult
0%
73%
Did not
say
What didn’t you like about the form? You said…
Which version did you use?

Needs a space for additional comment or info

Too detailed / complicated for reporting basic information e.g.
for someone on benefits and general personal expenditure

I feel there is a lot of wasted paper, but understand that for
some people the pages are needed
5%
Electronic
Manual
95%
How can we improve the form? You said…
 No need to change simple form
 Make it a basic income and expenditure report
 Fine as it is
We asked you about our guidance notes: You said…
Have you used our guidance?
2.7
Yes
2.7
Is there any other information that we could provide to
help you complete your account? You said…

For basic accounts, perhaps make it every 2 years
No
94.6
Did not
say
Did you find the guidance
helpful?
2.7
We asked you if the amount of remuneration set is
appropriate and reflective of the work you carried out
as financial guardian.

89.3% said the amount set was fair
Yes
0
No
97.3
Did not
say
How can we improve the guidance notes? You said…
You said…

Never claimed but looks fair

I do not ask for or get remuneration

The work can be onerous and has a high degree of
responsibility, often the smaller estates are the more difficult
and time consuming and the fee does not reflect what has
been done

I generally carry out more work than the £500 offered
 Guidance notes were useful. No improvement required
 Fine as it is
 Just add an example of how the form might look when
completed
 I wouldn’t have been able to complete it the first time without
the guidance
Next steps
Our letters
 We have reviewed all of the feedback and
have made recommendations for changes.
See below.
 Update our letters and website to let customers know they can
send the simplified account form to us in paper or in electronic
format
 We will publish these by end of February 2015
Our processes
 Explore alternative timescales for accounts to be sent to us
 Look into carrying out risk assessments for basic accounts
We will
Our form
 Review the amount of paper we send to customers, and
where appropriate reduce this
 Provide a box in the form to allow additional information to be
added
Our information
 Update our website and literature to provide useful
information, including signposting to relevant organisations if
the adult dies