We have published Service Level Agreements (SLAs) for all online forms submitted to the Staff Hub.
Some SLAs are based on responding to requests, and others focus on resolving them.
Respond means that an Agent from the Staff Hub will contact you directly to request more information, arrange a meeting, or begin processing your request. We have used SLAs based on response time for requests that typically require further discussion or a waiting period before completion.
Resolve means the Staff Hub will aim to process your request in full, and no further action is required. We have used SLAs based on resolution time for requests that can typically be processed in full from the information in the online form.
The SLAs for online forms are:
- Contract changes (8 working days to resolve)
- Leavers (5 working days to resolve)
- Mid and Final probation (3 working days to resolve)
- Maternity Leave Request (7 working days to respond)
- Request to Start Consultation (5 working days to respond)
- Paternity/Maternity Support Leave (7 working days to respond)
SLAs for General Queries
An SLA for general queries submitted to the Staff Hub will be confirmed later this year.