Ofcom KPIs (2025/26)
Public consultations allow stakeholders to comment on, and respond to, our proposals before any final decisions are made. If the period for consultation is too short, some of those with important views to share may not have enough time to prepare their responses. If it is too long, the market concerned may have changed dramatically.
| Timeliness of decision making | 2025/26 | 2024/25 |
|
Consultation period less than 10 weeks |
76% |
71% |
|
Consultation period at least 10 weeks |
24% |
29% |
Ofcom aims to ensure that impact assessments are carried out and properly presented in all relevant consultations.
| Impact assessments (IA) | Target | 2025/26 | 2024/25 |
|
Number of consultation documents |
74 |
68 |
|
|
IA explicit in published document |
65 |
64 |
|
|
Proportion |
100% |
89% |
94% |
Progress against the Government Greening Commitments (GGC) targets.
| Key Performance Indicator | Target | 2025/26 | 2024/25 |
|
Mitigating climate change: working towards net zero by 2050 |
|||
|
Overall emission reduction |
58% |
40% |
34% |
|
Direct emission reduction (scope 1 only) |
33% |
65% |
68% |
|
Car and van fleet zero emissions at the tailpipe |
25% by 31 December 2022 |
13%
|
7%
|
|
Domestic business flights emissions |
30% |
46% |
11% |
|
International business flights distance |
1,761,924 km |
2,118,110 km |
|
|
Waste minimising and promoting resource efficiency |
|||
|
Overall waste generated reduction |
15% |
31% |
31% |
|
Waste going to landfill reduction |
5% |
100% |
100% |
|
Proportion of waste recycled |
70% |
50% |
57% |
|
Remove consumer single use plastic (CSUP) |
100% |
Ofcom has removed all single-use coffee cups and cutlery and replaced with reusable mugs and cutlery. |
100% |
|
Food waste measurement |
86 tonnes |
124 tonnes |
|
|
Paper use reduction |
50% |
98% |
98% |
|
Reducing water use |
|||
|
Water consumption reduction |
8% |
19% |
37% |
|
Water consumption measurement |
It is only possible to measure Ofcom water usage at the sites that are not landlord operated. |
5,890 m3 |
|
In order for Ofcom to be as representative as we can be of the nations, regions and communities of the UK, as part of our five-year diversity and inclusion strategy, we set targets to increase the diversity of our workforce.
| End ambition (Mar 2026) |
2025/26 | 2024/25 | |
|
Senior female |
Equal balance |
49% |
48% |
|
Senior ethnicity |
19% (originally 16%) |
15% |
15% |
|
Disabled – Ofcom-wide |
15% |
16% |
12% |
Senior levels include staff at Principal and senior managers and specialists (SMS) grades.
Ofcom has a statutory duty under the Communications Act 2003 to establish procedures for the handling and resolution of complaints from listeners and viewers about radio and television programmes broadcast. The target and performance against it is reported in working days.
| Key Performance Indicators | Target | 2025/26 | 2024/25 |
|
Initial assessment of complaints |
15 days |
6.5 days |
5.9 days |
|
Complete cases taken forward for investigation |
50 days |
67.7 days |
71.6 days |
|
Assessment of Fairness and Privacy complaints |
25 days |
14.2 days |
20.6 days |
|
Adjudication of Fairness and Privacy complaints |
90 days |
93.3 days |
82.8 days |
|
Initial assessment of BBC online material complaints |
15 days |
11.1 days |
11.7 days |
Progress against the Quality of Service Targets for Complaints of Spectrum Interference Received
| Key Performance Indicator | Case Priority | Target | 2025/26 | 2024/25 |
|
Time to First Visit: The time taken from reporting a complaint of interference to the time our engineer arrives on site to diagnose the problem (for those cases where a field visit is required). |
1 |
8 hours |
100% |
100% |
|
2 |
18 hours |
100% |
100% |
|
|
3 |
2 working days |
100% |
100% |
|
|
4 |
5 working days |
98% |
100% |
|
|
5 |
15 working days |
99% |
100% |
|
|
6 |
No target |
|||
|
Resolution The time taken from reporting a complaint of interference to the time the customer is advised that the case is resolved. |
1 |
2 calendar days |
100% |
100% |
|
2 |
5 working days |
100% |
100% |
|
|
3 |
6 working days |
100% |
98% |
|
|
4 |
20 working days |
96% |
97% |
|
|
5 |
40 working days |
99% |
99% |
|
|
6 |
60 working days |
99% |
100% |
Progress against the Targets for Spectrum licence types
- Category A - involve no frequency assignment, site clearance or international co-ordination
- Category B - involve frequency assignment, but no site clearance or international co-ordination
- Category C - require frequency assignment, and site clearance and/or international co-ordination
| Key Performance Indicators | Target | 2025/26 | 2024/25 |
|
Category A licences |
90% in 7 days |
99% |
99% |
|
Category A (Amateur & Ships) |
90% in 10 days |
100% |
100% |
|
Avg. KPI for all Category A |
99% |
100% |
|
|
Category B licences |
100% in 42 days |
97% |
92% |
|
Category C licences |
90% in 42 days |
96% |
97% |
|
100% in 60 days |
99% |
99% |
Previous KPI's
Ofcom's KPI's (2024/25)
Public consultations allow stakeholders to comment on, and respond to, our proposals before any final decisions are made. If the period for consultation is too short, some of those with important views to share may not have enough time to prepare their responses. If it is too long, the market concerned may have changed dramatically.
| Timeliness of decision making | 2024/25 | 2023/24 |
| Consultation period less than 10 weeks | 71% | 75% |
| Consultation period at least 10 weeks | 29% | 25% |
Ofcom aims to ensure that impact assessments are carried out and properly presented in all relevant consultations
| Impact assessments (IA) | Target | 2024/25 | 2023/24 |
| Number of consultation documents | 68 | 53 | |
| IA explicit in published document | 64 | 43 | |
| Proportion | 100% | 94% | 75% |
Progress against the Government Greening Commitments (GGC) targets.
| Key Performance Indicator | Target | 2024/25 | 2023/24 |
| Mitigating climate change: working towards net zero by 2050 | |||
| Overall emission reduction | 58% | 34% | 33% |
| Direct emission reduction (scope 1 only) | 33% | 68% | 63% |
| Car and van fleet zero emissions at the tailpipe | 25% by 31 December 2022 100% by 31 December 2027 |
7%
|
7%
|
| Domestic business flights emissions | 30% | 11% | 0.3% |
| International business flights distance | 2,118,110 km | 1,758,892 km | |
| Waste minimising and promoting resource efficiency | |||
| Overall waste generated reduction | 15% | 31% | 22% |
| Waste going to landfill reduction | 5% | 100% | 100% |
| Proportion of waste recycled | 70% | 57% | 39% |
| Remove consumer single use plastic (CSUP) | 100% | 100% | 100% |
| Food waste measurement | 124 tonnes | 143 tonnes | |
| Paper use reduction | 50% | 98% | 95% |
| Reducing water use | |||
| Water consumption reduction | 8% | 37% | -1% |
| Water consumption measurement |
5,890 m3 | 9,469 m3 | |
In order for Ofcom to be as representative as we can be of the nations, regions and communities of the UK, as part of our five-year diversity and inclusion strategy, we set targets to increase the diversity of our workforce.
| End ambition (Mar 2026) |
2024/25 | 2023/24 | |
| Senior female | Equal balance | 48% | 46% |
| Senior ethnicity | 19% (originally 16%) | 15% | 17% |
| Disabled – Ofcom-wide | 15% | 12% | 12% |
Senior levels include staff at Principal and senior managers and specialists (SMS) grades.
Ofcom has a statutory duty under the Communications Act 2003 to establish procedures for the handling and resolution of complaints from listeners and viewers about radio and television programmes broadcast. The target and performance against it is reported in working days.
| Key Performance Indicators | Target | 2024/25 | 2023/24 |
| Initial assessment of complaints | 15 days | 5.9 days | 8 days |
| Complete cases taken forward for investigation | 50 days | 71.6 days | 95.3 days |
| Assessment of Fairness and Privacy complaints | 25 days | 20.6 days | 17.2 days |
| Adjudication of Fairness and Privacy complaints | 90 days | 82.8 days | 90.7 days |
| Initial assessment of BBC online material complaints | 15 days | 11.7 days | 18.1 days |
Progress against the Quality of Service Targets for Complaints of Spectrum Interference Received
| Key Performance Indicator | Case Priority | Target | 2024/25 | 2023/24 |
|
Time to First Visit: The time taken from reporting a complaint of interference to the time our engineer arrives on site to diagnose the problem (for those cases where a field visit is required). |
1 | 8 hours | 100% | 100% |
| 2 | 18 hours | 100% | 63% | |
| 3 | 2 working days | 100% | 99% | |
| 4 | 5 working days | 100% | 99% | |
| 5 | 15 working days | 100% | 99% | |
| 6 | No target | |||
|
Resolution The time taken from reporting a complaint of interference to the time the customer is advised that the case is resolved. |
1 | 2 calendar days | 100% | 100% |
| 2 | 5 working days | 100% | 100% | |
| 3 | 6 working days | 98% | 99% | |
| 4 | 20 working days | 97% | 97% | |
| 5 | 40 working days | 99% | 99% | |
| 6 | 60 working days | 100% | 99% |
Progress against the Targets for Spectrum licence types
- Category A - involve no frequency assignment, site clearance or international co-ordination
- Category B - involve frequency assignment, but no site clearance or international co-ordination
- Category C - require frequency assignment, and site clearance and/or international co-ordination
| Key Performance Indicators | Target | 2024/25 | 2023/24 |
| Category A licences | 90% in 7 days | 99% | 97% |
| Category A (Amateur & Ships) | 90% in 10 days | 100% | 95% |
| Avg. KPI for all Category A | 100% | 96% | |
| Category B licences | 100% in 42 days | 92% | 91% |
|
Category C licences |
90% in 42 days | 97% | 97% |
| 100% in 60 days | 99% | 100% |
Related content