Our Response to Your Feedback

Centres said, “Please can you change the way certificates are ordered when they are sent out to us?”

We responded, “We checked our learner registration and awards database and found that the default setting was to print certificates in first name order, so we changed it to last name order”

Centres said, “35 working days is too long to wait for the issue of certificates, can you do anything to reduce this?”

We responded, “Yes we can, we will employ additional staff during busy times, we will review our registrations and awards database to see if we can do anything to improve processing times and we will aim to reduce issue of certificate times to 15 working days”

Our performance against Customer Service Statement targets

Centre Recognition Enquiries

>     Prospective centres will be sent an initial enquiry pack within 2 working days and will be contacted by an OCNSWR Business Development Manager within 10 working days of contacting OCNSWR

>     We will inform prospective centres of the result of their Centre Recognition application within 10 working days of receipt of the completed forms

>     All centres will have a named Development Manager who will normally deal with all development issues in relation to that centre

Every OCNSWR recognised centre has a named Development Manager. Centres are notified at the time of recognition of who this will be, if you are unsure of who yours is then please contact us on 01752 831500 or by email to: info@ocnswr.org.uk

>     All new centres achieving Centre Recognition status will be sent a Centre Recognition certificate within 10 working days of being notified

>     All new centres will be contacted by their Customer Support Officer (CSO) within 10 working days of confirmation of Centre Recognition status

Quality Monitoring and Improvement

>     All centres will have a named Quality Reviewer (QR) who will normally deal with all quality issues in relation to that centre

Every OCNSWR recognised centre has a named Quality Reviewer. Centres are notified at the time of recognition of who this will be, if you are unsure of who yours is then please contact us on 01752 831500 or by email to: info@ocnswr.org.uk

>     The QR will contact new centres within 20 working days of the confirmation of achievement of Centre Recognition status

>     The QR will send the Centre Recognition report to the centre within 10 working days of agreeing a date for the first visit   

>     The quality visit report and response will be sent to the centre within 25 working days of the quality visit

Registration and Certification

>     All centres will have a named Customer Support Officer who will normally deal with all administration for that centre

Every OCNSWR recognised centre has a named Customer Support Officer. Centres are notified at the time of recognition of who this will be, if you are unsure of who yours is then please contact us on 01752 831500 or by email to: info@ocnswr.org.uk

>     Recommendations for the Award of Credit forms (RACs) will be sent out to a centre’s named contact within 15 working days of receipt of a correctly completed learner registration form

>     All certificates will be issued within 15 working days of the receipt of correctly completed RACs

We recognise that we need to do more to reduce the 13% that are taking longer than 35 working days (which was our original service standard) to issue but some of these will be due to the RAC not being correctly completed.  We will continue to take steps to reduce all certificate issues to within 15 working days.

>     Replacement certificates will be issued within 25 working days of the receipt of a completed Replacement Certificate Request form and the specified fee, where applicable, or a response given to the applicant if OCNSWR is not able to authorise the re-issue.