Customer Service in the NTT
Office Standards and complaint Management
Office Standards and Complaints
NTT Business Plans and Performance
At the National Taxing Team we are committed to providing an excellent service for our customers. We aim to process claims as efficiently as possible and deal with enquiries promptly.When you use our services you can expect fair treatment and we would also be grateful to receive any comments from you as to whether you have been treated fairly.
If you require any specialist information or have any special needs in respect of our services please contact your local Customer Services Manager. If you have required any assistance from us in regard toyour particular special needs or requirements, please let us know your views on how your request was dealt with.
The NTT's focus will be to improve service to our customers and to provide support to partners within the courts. We will continue to manage our financial allocation effectively and to focus on meeting the performance targets set out under the SLA.
The service you can expect from us is set out in our office standards:
Standards and Complaints Management (May 2009) (Word 32kb)
The NTT values your views on the delivery and quality of our customer service. After consulting our customers, we have revised our office standards; we have improved our service by reducing the time in which we acknowledge requests for redetermination and written reasons to 5 days. Please let us have your comments on these standards and whether you feel they are challenging and stretching. The NTT has taken over responsibility of Defence Costs Order claims from the Magistrates' Courts; therefore in view of our fluctuating customer base we have set a target of maintaining our current level of customer satisfaction of 94%. Please let us have your views on this target.
If you have used our complaint process please let us have your comments by completing the complaint response:
Complaint Response Questionaire (May 2009)(Word 197kb)If you have made a complaint to the NTT, and your complaint was upheld, please use this form to let us have your views
Complaint Upheld Response (January 2010)(Word 149 kb)
If you have any comments to make regarding our service, standards, or complaints procedure, or if you have any suggestions as to how the service may be improved, please contact our Customer Service Manager Caroline GriselyNational Taxing Team
Crown Court
College Road
Doncaster
DN1 3HS
DX 703005 DONCASTER 5
Mobile: 07500 814088 Tel: 01302 363988Fax: 01302 322441
Quick Reference Guide to Lodging a Claim and Receiving Payment
This quick guide deals with both legal aid claims and central funds claims.
Best Practice
The NTT are seeking suggestions for best practice from both within and outside our organisation in order to improve our services; if you have examples you would like the NTT to consider please let us know. Those practices we adopt will be published here.
Information following Determination
Customer Service News
A group of representatives from the regions meet regularly to look at Customer Service issues and consider ideas for best practice. Any ideas and suggestions for discussion at these meetings should be forwarded to the Customer Service Manager. The NTT undertakes a periodic survey of customers and the results will be available here. The 2009 survey questionaire has now been posted below and we would ask all users of the NTT's services to complete the form with any additional comments and forward it to the Customer Service Manager
2009 Customer Survey Results
2009 Customer Survey
Customer Service Questionaire (word 169 kb)
2008 Customer Survey Results
Customer Service Survey Report
Strategy and Conclusion from Telephone Exit Survey
The special edition of the NTT national newsletter dealing with the NTT reorganisation is now out. Please let us have feedback on the form below.
NTT Newsletter no.2A Winter 2009/10 (word 680 kb)
NTT Newsletter no.2 Spring 2009 (word 710 kb)
NTT Newsletter no.1 Summer 2008 (word 228 kb)
NTT Newsletter feedback form(word 21 kb)
Training for Practitioners
The NTT provides training workshops for advocates on the principles of the graduated fee scheme and the application of the CDS Funding Order to ex post facto claims. Advocates attending these sessions may be able to gain CPD points in accordance with the Bar Council protocols.
The NTT also provides workshops for solicitors relating to the claiming of costs. Such sessions are accredited for practitioners attending to recieve CPD points in accordance with the Law Society protocols.
Please contact the NTT Customer Service Manager for further details. This training is provided by the NTT free of charge to practitioners.
NTT Business Plans and Performance
The NTT Vision:
Working as a cohesive and focused unit we shall:
- Put our customers’ interests at the centre of all that we do
- Deliver value for money to the taxpayer whilst allowing reasonable remuneration
- Strive for excellent performance for the benefit of our customers and those with whom we work in partnership
- Promote, protect and develop the interests of our most valuable asset – our staff, resulting in a committed, loyal and motivated workforce sharing in our collective vision
NTT Values
We will realise our vision by:
- Valuing and promoting the diversity of our staff and focusing on their strengths; working in teams to achieve our goals and delivery of objectives more than would be possible individually
- Strengthening the relationship with our main stakeholders – the LSC, courts, CPS, the Bar and the Law Society
- Having standard systems in place to administer our processes that clearly identify and benchmark levels of success
- Measuring our performance realistically and providing feedback to staff and managers to help optimise performance
NTT Business Targets:
As set out in the service level agreement with the LSC the NTT will aim:
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To complete 85% of determinations within 3 months - with no more than 5% over 6 months old.
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To complete 65% of requests for redeterminations within 1 month - with no more than 15% over 2 months old.
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To complete 55% of requests for written reasons within 2 months -with no more than 30% over 3 months old.
NTT Business Plan 2008-9 (Word 1.7 MB)
NTT Strategic Plan for Customer Service Improvement 2007-8(Word 83kb)
NTT Performance Year to March 31st 2008(Excel 350kb)