Reporting discrepancy and grant claim submissions by Advice Direct Scotland: FOI release

Information requested

Following on from my response of 10 October 2025 (ref 202500486783) you requested:

• Any section of the Energy & Post grant agreement, schedules, or related guidance that explains how the “< 5 % abandonment-rate” or “80 % answered within 60 seconds" and such KPIs are measured, reported, or audited by the Scottish Government- specifically whether ADS submits a separate month-end report with periodic KPI data, or whether this KPI is monitored through any live or quarterly reporting mechanism. If applicable, please also indicate how frequently SG reviews these KPIs (for example monthly, quarterly, etc.) or whether ADS is simply required to notify SG when a KPI is breached, without any live monitoring or direct data access by SG.
• Any wording or information on how quality reviews (70 % ‘good’) are conducted and how these results are submitted to SG.
• If held, copies of any reports, summaries, or correspondence (for example quarterly reports or review notes) showing how ADS’s abandonment-rate performance was recorded or reviewed by SG during financial year 2024/25.

Response

I provide a response to your request as an annex to this letter. However, the Scottish Government does not hold some of the information you requested. As such, I hereby provide you with formal notice under section 17(1) of FOISA that the Scottish Government does not have some of the information you have requested.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.

FOI 202500488917 - Information released - Annex

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