Our Response Targets

We do our best to make sure we always respond to you as quickly as we can. These are the targets we aim to achieve:

 

Type

Response time

Target

General correspondence

8 working days

95%

Complaints about SHR

 

Stage one

 

Stage two

Acknowledge within 3 working days

Respond within 5 working days

Respond within 20 working days

95%

 

95%

 

95%

Consents

8 working days

95%

FOI requests

20 working days

100%

FOI reviews

20 working days

100%

Significant Performance Failures

20 working days

100%

Invoice payment

10 working days

100%

Telephone calls

we aim to respond by the end of the next working day