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90 per cent. of complainants to be sent a formal case update within 10 working lays after the start of an investigation, the remainder within a further 10 days.
Correspondence
I also expect all correspondence from hon. Members delegated to the Chief Executive by Ministers or otherwise for reply, and all written complaints a addressed to him about Agency services, to be answered within 10 working days of receipt; the Agency's inquiry point to respond to 95 per cent. of calls within 30 seconds; and 100 per cent. of valid invoices to be paid within 30 days of receipt (or as agreed with the supplier).