Latest news
22 July 2010
The Tribunals Service Annual Report and Accounts for 2009-2010 is now available
- View Tribunals Service Annual Report and Accounts for 2009-2010
(Adobe PDF file size 5 mb)
01 July 2010
Tribunals Service has introduced a new Customer Service Telephone answering standard
Telephone Answering standards
- Wherever possible a contact telephone number and the office telephone answering hours will be included in any letter we send to our customers. A telephone answering machine will be used, where available, during times that the telephones are not manned and will provide details of the office opening hours.
- We aim to answer 95% of all calls within 6 rings (it is recognised that in some offices they already have a local standard to answer within 20 seconds which is measured by an automated system).
- We will answer the telephone in a polite and helpful manner and give customers our name and the name of our service (i.e. Tribunals Service or Tribunals Service, Employment Tribunal). We will give accurate information and aim to answer all customers’ questions. If we are unable to help we will aim to redirect the customer to the right place. Before terminating the call we will ask whether there is anything else we can help with.
- We will treat customers fairly with respect and consideration.
- Staff in Wales will give a bilingual greeting. If a customer in Wales wishes to converse in the Welsh language and no Welsh speaker is available, the customer will be given the choice of conversing in English or using the free Welsh Language Helpline 0800 212 368.
- We will use simple clear language and ensure all technical details are explained, summarising the outcome to the customer’s satisfaction wherever possible.
- We aim to answer any queries immediately. If this is not possible we will explain why and agree when we will ring the customer back with the information. If we have to transfer a call we will pass on the caller’s details and all relevant information and aim to transfer it to the correct person the first time. Where appropriate we will give the name and extension or telephone number of the person we are transferring you to.
- We will tell customers when the appropriate member of staff can be contacted if they are not available. Alternatively, we will leave them a message to call the customer back by a given time.
- If we need to put a caller on hold we will tell the customer what we are doing and indicate how long they may have to wait.
- If a customer is dissatisfied with any aspect of our service, or has praise or any other feedback, we will treat and log it, in accordance with the Tribunals Service customer feedback handling procedure.
- If requested, when appropriate, we will provide the customer with details of where they can obtain legal advice and assistance. (e.g. Community Legal Advice, Citizens Advice Bureau)
- All offices that have a text phone or minicom facility for those who are hearing impaired will provide details on all their correspondence.
- If requested, when appropriate, we will provide customers with details of our website for on-line services and other information. (http://www.tribunals.gov.uk/)
Customers responsibilities to us
- Treat all our staff with courtesy
We will not tolerate
- Abusive, intimidating or threatening behaviour
- Swearing and offensive language
- Insulting remarks about a person’s sex, race, nationality, disability status, actual or perceived religion or belief or actual or perceived sexual orientation
- Shouting
28 May 2010: Publication of 2008/2009 Tribunals Service Customer Satisfaction survey.
The Tribunals Service Customer Satisfaction survey continued during 2008 – 09. In this period 4,502 customers took part. The results are now available using the links below.
- View Executive summary (Adobe PDF file size 303kb)
- View Final report (Adobe PDF file size 3.47mb)
14 April 2010: Taylor House Saturday Hearing Pilot
Following consultation with stakeholders, the IAC at Taylor House is running a 12 week Saturday hearing pilot from 17th April until 3rd July.
If, for any reason, it is necessary to contact the IAC about a Saturday hearing on the day of hearing please contact Taylor House directly on 020 7862 4419 instead of calling the customer service team. Please note that this number should only be contacted on a Saturday and that the normal customer services contact number should be used at all other times.
We welcome ongoing feedback from stakeholders on this pilot and if you have any comments or concerns please feel free to contact:
Suzanne Green
First Tier Tribunal – Immigration and Asylum Chamber
IA Taylor House
88 Rosebery Avenue
London
EC1R 4QU
Email: suzanne.green@tribunals.gsi.gov.uk
06 April 2010: Next landmark reached as three more tribunals join new system
The next landmark for the streamlined, unified system for tribunals will be reached today as three more tribunals join the two-tier system.
- View the full Tribunals Service Press Notice (Adobe PDF file size 33kb)
30 March 2010: Tribunal Procedure Committee Consultation
The Tribunal Procedure Committee is now consulting on new draft rules for the Upper Tribunal (Lands Chamber). Please see the Committee's web page for the consultation documents.
Link to Tribunal Procedure Committee Consultation
29 March 2010: Extra resources announced for Employment Tribunals
Nearly 350 new panel members are to be appointed to sit on Employment Tribunals across Great Britain following a major recruitment drive by the Tribunals Service.
- View the full Tribunals Service Press Notice (Adobe PDF file size 235kb)
12 March 2010: Tribunals Service publishes 2010/11 business plan
The 2010-11 business plan, published today, sets out a number of priorities for the year ahead
- View the full Tribunals Service Press Notice (Adobe PDF file size 234kb)
- View the Tribunals Service business plan for 2010/11 (Adobe PDF file size 873kb)
