Complaints backlog down - but complacency premature

OSS: 2,662 cases cleared as monthly target is surpassed

The Office for the Supervision (OSS) of Solicitors saw its outstanding backlog drop to more than 10,400 cases in July.

However, a spokesman was quick to point out that there is 'no room for complacency'.According to monthly figures released this week, the OSS managed to close 2,662 cases last month which, offset against cases received, cut 852 off the total case backlog.

A recent estimate from management consultants Ernst & Young showed that it would have to take 400 cases a month off the backlog to hit the December target of 6,000 outstanding cases.

However, the OSS fell far short of targets to close 90% of cases within three months of receipt and 100% within five months.

In July, 62% of cases still open were more than three months old, while 52% were more than five months old.

Although still short of its agreed target on the quality of decision-making, the OSS achieved a 62% satisfaction rate in cases referred to the Legal Services Ombudsman (LSO), Ann Abraham last month.

The agreed LSO satisfaction target is 64%.

A spokesman for the ombudsman said it was 'premature' to rely too heavily on one month's figures, although he conceded that the decline in the OSS's performance in the early months of the year did seem to have 'eased off'.

An OSS spokesman said even if there was improvement on the figures, the office was still looking to make progress on the quality of decision-making.

Sue Allen