Improving Service


I can assure Jeanette Bird that the Solicitors Regulation Authority aims to answer letters and emails well within the ten-working-day service level mentioned in our automatic email response (see [2007] Gazette, 8 March, 16). In fact, Ms Bird's enquiry was dealt with in six working days.



The purpose of the service level is to give people an expectation of the maximum time within which they should hear from us. In the light of Ms Bird's helpful comment, we are revising the wording of our automatic response to make this clearer and we are keeping our service level under review, with the aim of reducing it when we are confident that we can do so.



Antony Townsend, chief executive, Solicitors Regulation Authority, Leamington Spa