Feedback & Statistics

Our work in 2010

Our work in 2009

Our work in 2008

 

2010

Advice Line

The demand for our work here at CFAB continues to grow as changing migration patterns continue to effect the UK population.

The table below highlights how many advice line enquiries we have received per month:

Number of Advice Line Enquiries per month in 2010:

January	86
February	126
March	127
April	115
May	117
June	136
July	127
August
September
October
November
December

 

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2009

Advice Line

The table below highlights how many advice line enquiries we have received per month:

Number of Advice Line Enquiries per month in 2009:

January	134
February	118
March	133
April	100
May	121
June	126
July	155
August	118
September	119
October	114
November	113
December	87

 

On average we received 5 enquiries per day.

Feedback:

January - March 2009

A sample of 32 callers gave feedback.

Of those 32, when asked how well the caller was treated by the advice line worker

• 93.75% said very well.
• 6.25% said well

Of those 32 when asked whether information helped with the issue the caller rang about

• 78.75% thought the advice was excellent,
• 15% thought it was good advice
• 6.25% were not happy,

(It should be noted that the 6.25% was where ISS did not have an operational correspondent in the country concerned.)

The client satisfaction rate where service was deemed good/excellent was 97%.

April - June 2009

A sample of 22 callers gave feedback.

Of those 22, when asked how well the caller was treated by the advice line worker

• 73% said very well
• 13% said well

Of those 22 when asked whether information helped with the issue the caller rang about

• 60% thought the advice was excellent,
• 40% thought it was good advice.

The client satisfaction rate where service was deemed good/excellent was 100%.

July - September 2009

A sample of 43 callers gave feedback.

Of those 43, when asked how well the caller was treated by the advice line worker

• 97.7% said very well
• 2.3% said well

Of those 43 when asked whether infomration helped with the issue the caller rang about

• 77% thought the advice was excellent,
• 18.5% thought it was good advice
• 4.5% were not happy,

(It should be noted that the 4.5% was where ISS did not have an operational correspondent in the country concerned.)

The client satisfaction rate where service was deemed good/excellent was 97.75%.

 

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2008

Advice Line 2008

Total enquiries: 1213

The table belows gives a break down of the nature of enquiries we received over the year to the advice line:

Children in need of protection	51%
Children & adults in the adoption triangle where at least one party lives abroad	11%
Children separated from one parent as a result of divorce, separation or abduction	15%
Children separated from both parents, such as accompanied asylum-seeking children, trafficked children or children in care	10%
Adults separated from their family members by international borders	1%
Vulnerable adults	12%

 

Casework 2008

Total new cases - 369

The table belows gives a break down of the nature of new cases we received:

Children in need of protection	46%
Children & adults in the adoption triangle where at least one party lives abroad	19%
Children separated from one parent as a result of divorce, separation or abduction	17%
Children separated from both parents, such as accompanied asylum-seeking children, trafficked children or children in care	9%
Adults separated from their family members by international borders	5%
Vulnerable adults	4%