How long will it take to receive my certificate?
Disclosure Scotland works within a Service Level Agreement to produce 90% of all types of Disclosure, for a correctly completed application with no further enquiries, within 14 calendar days. This is measured from the day we receive the application to the day of dispatch. Certificates are dispatched 1st class Royal Mail postage.
As of 9 October 2016, we are working inside our performance target for processing applications. Our average turnaround time for applications processed last week was 99.9% within 14 days.
As some applications may require further enquiries, these applications may take longer than our quoted average turnaround time.
The Protecting Vulnerable Groups scheme has now been in operation for over 5 years. Disclosure Scotland are carrying out an exercise in order to: (1) ensure members’ personal details are up to date, and (2) give those individuals who are no longer carrying out “regulated work” with vulnerable groups (children and/or protected adults) information on how to leave the PVG Scheme if they so wish.
Customer Research Findings
During 2015/16 we instructed Progressive Partnership Ltd to carry out 2 separate pieces of customer research. As part of our Transformation Programme we were aiming to identify and preserve the elements of our service that perform well, whilst improving and streamlining those elements that cause frustration or delay to our customers.
The first research project aimed to collate and analyse the levels of satisfaction amongst Disclosure Scotland’s external customers and stakeholders when interacting with our services. This marked the first time that Disclosure Scotland sought the views of individual customers and organisations alike. Overall, 1361 individual customer and 494 organisation responses were gathered. The research offered robust data and the recommendations were fed into the Transformation Programme and business as a whole to improve the design and change services to boost customer satisfaction levels. Summary Report August 2015.
The second piece of work by Progressive Partnership had the aim of contacting a sample of PVG scheme members in order to investigate how many are no longer in regulated work positions. The information would inform DS’s overall strategy for improving the PVG scheme, and give an accurate picture of true scheme membership levels. The research was also designed to obtain additional information from PVG scheme members about the reasons why they may have membership despite not being in regulated work, what might prompt people to update their scheme membership and their likelihood to remain in regulated work. Final Report February 2016.
Our Telephone Number has Changed
Following customer feedback, Disclosure Scotland has updated its telephone system and changing our telephone number.
Our telephone number, 0870 609 6006 is changing to 03000 2000 40
Our fax number, 0870 609 6996 changing to 03000 2000 50
PLEASE LISTEN TO THE OPTIONS CAREFULLY AS SOME HAVE CHANGED
Press 1 for Finance related enquiries. Press 2 for enquires relating to a current application. Press 3 for enquires relating to a PVG scheme membership. Press 4 for registration enquiries. Press 5 to request applications forms . Press 6 for all other enquiries.
As a customer you should not notice any significant changes. Our Helpline hours will remain the same – Monday to Friday 8am to 6pm (except Bank and Public Holidays).
If you have used a third party organisation to submit an application on your behalf, or have been charged more than £25 for your disclosure certificate and are requesting a refund, you must contact the organisation that submitted that application on your behalf. Disclosure Scotland can only refund fees to the organisation that submitted the application.
Introduction to our Debt Management process
The debt management team within Disclosure Scotland is a customer focused team, who aim to provide support and guidance to companies and customers who use our invoice payment facility. The process for debt collection is followed over a period of three weeks, giving customers all the information and guidance they require about our payment processes. Fuller explanation here.
Please do not put sticky labels on application forms. Our scanning systems cannot capture details from them. These applications will be returned to sender.