The CAA is committed to strengthening transparency to ensure our customers and the public can view our performance against our service targets. See below detail of our service standards, and the CAA’s performance against our service targets over the last six months.
General service standards
- Our staff will be courteous and helpful.
- Visitors who have a pre-arranged appointment will be seen on time.
- Telephones will be answered promptly. Your enquiries will be dealt with at that time or under a 'call back' arrangement acceptable to you. The nature of some enquiries may be required to be submitted in writing to us and this will be advised where applicable.
- Written communications will be replied to within 20 working days. Some communications and requests for information require comprehensive responses which might take longer to prepare. In these cases, we will acknowledge your correspondence within 20 working days. We will advise when you can expect to receive a comprehensive reply and who may be contacted on the matter.
- We aim to achieve our specific service standards (see below) on 90% of occasions. This target has been set because our ability to meet these standards is affected by many factors, not least of which is seasonal variation in demand.
- We are working towards further digitisation of our service, including our on-line services.
- We aim to continuously improve how we provide our services.
Specific service standards
Our service standards are based on the assumption that the following necessary inputs have been provided:
- a correct and complete application with the relevant and required supporting documents. Incorrect or incomplete applications will result in delays;
- the application is submitted on behalf of an appropriately approved organisation or suitably authorised individual;
- the required and requested information in a satisfactory and timely manner;
- the appropriate fees;
- timely access to your facilities, personnel or aircraft, as we require.
Our standards also assume that we are satisfied with the results of any required:
- examination or competency check
- inspection, audit, technical assessment, or survey
- flight inspection or flight test whether carried out by us or by an appropriately approved organisation
For long or complex projects, or where other Aviation Authorities are involved, a progress review process will be established with the applicant, the CAA and the other agencies involved. In such cases, where the following service levels cannot be achieved, individuals/organisations will be contacted with a revised timeframe for completion.
Our performance indicators
Key services
The following table sets out our performance against the key services managed by the CAA’s Shared Service Centre (SSC). Please see the ‘Supplementary service targets information’ section below for detail on the service level targets that the performance is measured against.
|
Q1 2025/26 |
Q2 2025/26 |
|||
|
|
Service Level % (Target > 90%) |
Total completed applications |
Service Level % (Target > 90%) |
Total completed applications |
|
Commercial Pilot Personnel Licences |
98% |
1737 |
99.07% |
1511 |
|
General Aviation Pilot Personnel Licences |
99.25% |
1218 |
99.47% |
1126 |
|
Air Traffic Services Personnel Licences |
99.8% |
1298 |
96.88% |
1184 |
|
Examiner & Instructor Personnel Licences |
99.3% |
417 |
99.44% |
358 |
|
Airworthiness Review Certificates |
91.3% |
23 |
100% |
22 |
|
Permits to Fly |
100% |
46 |
93.62% |
47 |
|
Certificates of Airworthiness |
100% |
28 |
100% |
32 |
|
Changes of registered ownership and other register amendments |
85.8% |
662 |
91.23% |
741 |
|
Completed new aircraft registrations and overseas deregistrations |
92.4% |
290 |
98.56% |
139 |
|
Engineer Licences with technical assessment required |
40.8% |
169 |
41.59% |
214 |
|
Engineer Licences without technical assessment |
89.1% |
684 |
95.27% |
740 |
|
Mortgage entries, discharges and priority notices |
99.25% |
134 |
100% |
149 |
|
Airworthiness Approval Certificates |
97.4% |
741 |
97.27% |
749 |
Customer satisfaction
|
Customer Experience (Website Customer Satisfaction) |
Q1 2025/26 |
Q2 2025/26 |
|
Commercial Aviation |
3.05/5 |
3.03/5 |
|
General Aviation |
3.29/5 |
3.28/5 |
|
Passenger |
3.28/5 |
3.15/5 |
|
Remotely Piloted Aircraft Systems (RPAS) |
3.87/5 |
3.65/5 |
|
Total (average) |
3.37/5 |
3.28/5 |
CAAi customer feedback
|
|
Q1 2025/26 |
Q2 2025/26 |
|
Customer feedback assessment |
8/10 |
8/10 |
|
Feefo rating 2025 (annual assessment) |
Platinum trusted status (awarded to organisations that achieve average customer service rating of at least 4.5/5 for three consecutive years) |
|
Complaints
|
|
Q1 2025/26 |
Q2 2025/26 |
|
Stage 1 complaints (SLA/total) Stage 1 complaints upheld Stage 2 Complaints (SLA/total) Stage 2 Complaints upheld |
100% / 27 16 100% / 3 2 |
96% / 19 8 94% / 13 4 |
Complaints with external bodies
|
Q1 2025/26 |
Q2 2025/26 |
|
|
Cases under review by ICA Cases under review by PHSO |
2 0 |
6 0 |
Telephony service
|
|
Q2 2025/26 Answered |
Q2 2025/26 Offered |
Q2 2025/26 Answered % |
|
Contact Centre |
5879 |
6079 |
96.71% |
|
Medical |
1985 |
2060 |
96.36% |
Supplementary service targets information
|
Service |
Service Level Targets |
|
Commercial Pilot Personnel Licences |
90% of applications are processed within 10 working days from receipt of correct application. |
|
General Aviation Pilot Personnel Licences |
90% of applications are processed within 10 working days from receipt of correct application. |
|
Air Traffic Services Personnel Licences |
90% of applications are processed within 10 working days from receipt of correct application. |
|
Examiner & Instructor Personnel Licences |
90% of applications are processed within 10 working days from receipt of correct application. |
|
Airworthiness Review Certificates |
90% of applications are processed within the 5 working days from receipt of a correct application. |
|
Permits to Fly |
90% of applications are processed within the 20 working days from receipt of a correct application and recommendation by the responsible technical authority within the CAA. |
|
Certificates of Airworthiness |
90% of applications are processed within the15 working days from receipt of a correct application and recommendation by the responsible technical authority within the CAA.. |
|
Changes of registered ownership and other register amendments |
90 % of applications are processed within the 7 days from receipt of a correct application. |
|
Completed new aircraft registrations and overseas de-registrations |
90 % of applications are processed within the 3 days from receipt of a correct application. |
|
Mortgage entries, discharges and priority notices |
90 % of applications are processed within the 3 days from receipt of a correct application. |
|
Airworthiness Approval Certificates |
90% of applications are processed within 20 working days from receipt of correct application and recommendation by the responsible technical authority within the CAA. |
|
Telephony |
>90% of calls to Shared Services Centre (SSC) are answered |
|
CAA international (CAAi) customer feedback assessment |
A score of 8/10 |
|
CAA international (CAAi) Feefo rating |
Retain platinum trusted status |