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1138414
star this property registered interest false more like this
unstar this property date less than 2019-07-11more like thismore than 2019-07-11
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, how many complaints to the Independent Complaints Commissioner are (a) allocated to a caseworker and (b) awaiting allocation to a caseworker as at 11 July 2019. more like this
star this property tabling member constituency East Ham more like this
star this property tabling member printed
Stephen Timms more like this
unstar this property uin 276137 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-07-16more like thismore than 2019-07-16
star this property answer text <p>When the Independent Case Examiner’s (ICE) office accepts a complaint for investigation, it will initially attempt to broker a solution between the complainant and the relevant business area or supplier, without having to request evidence to inform an investigation – this is known as “resolution”. If it’s not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). The majority of complaints that are referred to ICE are complex and require a full investigation.</p><p> </p><p>Complaint investigations are dealt with by dedicated teams and complaints are usually brought into investigation in strict date order. The time complaints wait to be allocated for investigation varies depending on the volume and complexity of cases on hand and the available investigative resource. Productivity within the ICE Office increased during the 2018-19 reporting year, with the Office clearing 1,246 complaints, compared to 955 during the 2017-18 reporting year.</p><p> </p><p>As at 11 July 2019, there were 488 complaints under investigation (allocated to an ICM), and 1,377 complaints were awaiting allocation to an ICM.</p>
star this property answering member constituency Colchester more like this
star this property answering member printed Will Quince more like this
star this property question first answered
less than 2019-07-16T13:47:47.553Zmore like thismore than 2019-07-16T13:47:47.553Z
star this property answering member
4423
star this property label Biography information for Will Quince more like this
star this property tabling member
163
unstar this property label Biography information for Sir Stephen Timms more like this
1126596
star this property registered interest false more like this
unstar this property date less than 2019-05-14more like thismore than 2019-05-14
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what the budget for the Independent Case Examiner has been in each year since 2011-12; and how many members of staff have been employed by that body in each of those years. more like this
star this property tabling member constituency Westminster North more like this
star this property tabling member printed
Ms Karen Buck more like this
unstar this property uin 254096 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-05-20more like thismore than 2019-05-20
star this property answer text <p>The information requested is only available for each full year since 2015/16. The table below provides details of the budget and agreed staffing numbers for the Independent Case Examiner’s Office, for each year since 2015-16.</p><p> </p><table><tbody><tr><td><p>Year (April to March)</p></td><td><p>Budget</p></td><td><p>Agreed staffing number (full time equivalent)</p></td></tr><tr><td><p>2015/16</p></td><td><p>£2,563,702</p></td><td><p>74.2</p></td></tr><tr><td><p>2016/17</p></td><td><p>£2,733,114</p></td><td><p>74.65</p></td></tr><tr><td><p>2017/18</p></td><td><p>£2,534,005</p></td><td><p>75.65</p></td></tr><tr><td><p>2018/19</p></td><td><p>£3,008,587</p></td><td><p>88.65</p></td></tr></tbody></table> more like this
star this property answering member constituency Colchester more like this
star this property answering member printed Will Quince more like this
star this property question first answered
less than 2019-05-20T16:05:10.913Zmore like thismore than 2019-05-20T16:05:10.913Z
star this property answering member
4423
star this property label Biography information for Will Quince more like this
star this property tabling member
199
unstar this property label Biography information for Ms Karen Buck more like this
1138418
star this property registered interest false more like this
unstar this property date less than 2019-07-11more like thismore than 2019-07-11
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, how many complaints for the Independent Complaints Commissioner were received in 2018; and how many of those complaints have been allocated to a caseworker. more like this
star this property tabling member constituency East Ham more like this
star this property tabling member printed
Stephen Timms more like this
unstar this property uin 276139 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-07-16more like thismore than 2019-07-16
star this property answer text <p>The Independent Case Examiner’s (ICE) Office received 5,307 complaints in 2018 of which 1,943 were accepted for examination. Of those complaints accepted, 567 have been allocated to Case Managers.</p> more like this
star this property answering member constituency Colchester more like this
star this property answering member printed Will Quince more like this
star this property question first answered
less than 2019-07-16T13:45:25.893Zmore like thismore than 2019-07-16T13:45:25.893Z
star this property answering member
4423
star this property label Biography information for Will Quince more like this
star this property tabling member
163
unstar this property label Biography information for Sir Stephen Timms more like this
1138415
star this property registered interest false more like this
unstar this property date less than 2019-07-11more like thismore than 2019-07-11
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what the average time taken is between a case being accepted by the Independent Complaints Commissioner and being allocated to a caseworker in the most recent period for which figures are available; and if she will make a statement. more like this
star this property tabling member constituency East Ham more like this
star this property tabling member printed
Stephen Timms more like this
unstar this property uin 276138 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-07-16more like thismore than 2019-07-16
star this property answer text <p>Complaint investigations are dealt with by dedicated teams and complaints are usually brought into investigation in strict date order. The time complaints wait to be allocated to an Investigation Case Manager (ICM) varies depending on the volume and complexity of cases on hand and the available investigative resource. Productivity within the ICE Office increased during the 2018-19 reporting year, with the Office clearing 1,246 complaints, compared to 955 during the 2017-18 reporting year.</p><p><strong> </strong></p><p>As at 11 July 2019, the average time taken for a complaint which requires investigation to be allocated to an ICM was 52 weeks.</p> more like this
star this property answering member constituency Colchester more like this
star this property answering member printed Will Quince more like this
star this property question first answered
less than 2019-07-16T14:01:36.243Zmore like thismore than 2019-07-16T14:01:36.243Z
star this property answering member
4423
star this property label Biography information for Will Quince more like this
star this property tabling member
163
unstar this property label Biography information for Sir Stephen Timms more like this
1147487
star this property registered interest false more like this
unstar this property date less than 2019-10-01more like thismore than 2019-10-01
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, if she will set out the performance targets for the determination of complaints to the Independent Case Examiner’s Office in 2019-20. more like this
star this property tabling member constituency Westminster North more like this
star this property tabling member printed
Ms Karen Buck more like this
unstar this property uin 292819 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-10-07more like thismore than 2019-10-07
star this property answer text <p>When the Independent Case Examiner’s Office accepts a complaint for examination; they will initially try to resolve it in discussion with the complainant and the relevant business area. If it’s not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). Cases are dealt with by dedicated teams and are usually brought into investigation in strict date order. Following an examination of the evidence, it may be possible to settle the complaint, if agreement can be reached on actions that satisfy the complainant. If the complaint can’t be settled, the Independent Case Examiner will issue a report detailing findings and any recommendations for redress.</p><p> </p><p>The Independent Case Examiner’s service standards for 2019-20 for the determination of complaints are as follows:</p><p> </p><ul><li>To resolve complaints within 8 weeks of accepting them for examination</li><li>To settle complaints within 15 weeks of the start of the investigation.</li><li>To complete investigation reports within 20 weeks of the start of the investigation.</li></ul>
star this property answering member constituency Eastleigh more like this
star this property answering member printed Mims Davies more like this
star this property question first answered
less than 2019-10-07T17:07:08.16Zmore like thismore than 2019-10-07T17:07:08.16Z
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property tabling member
199
unstar this property label Biography information for Ms Karen Buck more like this
1146134
star this property registered interest false more like this
unstar this property date less than 2019-09-25more like thismore than 2019-09-25
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what recent estimate she has made of the average time taken by the Independent Case Examiner to review cases submitted by claimants; and if she will make a statement. more like this
star this property tabling member constituency Tewkesbury more like this
star this property tabling member printed
Mr Laurence Robertson more like this
unstar this property uin 290623 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-09-30more like thismore than 2019-09-30
star this property answer text <p>When the Independent Case Examiner’s Office accepts a complaint for examination; they will initially try resolve it in discussion with the complainant and the relevant business area. If it’s not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager. Cases are dealt with by dedicated teams and are usually brought into investigation in strict date order. Following an examination of the evidence, it may be possible to settle the complaint, if agreement can be reached on actions that satisfy the complainant. If the complaint can’t be settled, the Independent Case Examiner will issue a report detailing findings and any recommendations for redress.</p><p> </p><p>Details of the average time taken to clear complaints accepted for examination by the Independent Case Examiner’s Office, in the current reporting year (April to August 2019), are detailed below:</p><p> </p><table><tbody><tr><td><p><strong>Type of case clearance </strong></p></td><td><p><strong>Average clearance time in weeks </strong> <strong>(from acceptance to case closure)</strong></p></td></tr><tr><td><p>Resolution</p></td><td><p>6 weeks</p></td></tr><tr><td><p>Settlement</p></td><td><p>52 weeks</p></td></tr><tr><td><p>ICE Report</p></td><td><p>88 weeks</p></td></tr><tr><td><p>All cases</p></td><td><p>68 weeks</p></td></tr></tbody></table><p> </p>
star this property answering member constituency Eastleigh more like this
star this property answering member printed Mims Davies more like this
star this property question first answered
less than 2019-09-30T15:07:49.477Zmore like thismore than 2019-09-30T15:07:49.477Z
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property tabling member
253
unstar this property label Biography information for Mr Laurence Robertson more like this
1183046
star this property registered interest true more like this
unstar this property date less than 2020-03-05more like thismore than 2020-03-05
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what recent estimate she has made of the average time taken for claimants to receive a decision from the Independent Case Examiner. more like this
star this property tabling member constituency Glasgow South West more like this
star this property tabling member printed
Chris Stephens more like this
unstar this property uin 25695 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2020-03-13more like thismore than 2020-03-13
star this property answer text <p>The table below provides details of the average time taken for complainants to receive a decision from the Independent Case Examiner’s (ICE) Office, in the current reporting year (April 2019 to February 2020).</p><p> </p><p>When the ICE Office accepts a complaint for investigation, it will consider whether it can be resolved by brokering a solution between the complainant and the relevant department or supplier, without having to request evidence to inform an investigation. If the complaint can’t be resolved, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). Cases are dealt with by dedicated teams and are usually brought into investigation in strict date order.</p><p> </p><p>Following an investigation of the evidence the complaint may be settled, if agreement can be reached on actions that satisfy the complainant. If the complaint cannot be settled, the Independent Case Examiner will issue a report detailing findings and any recommendations for redress.</p><p> </p><p>The cases that reach the Independent Case Examiner are the most complex and investigations will not be compromised in order to be completed within certain timescales. We keep people updated about the timings involved with their case and the vast majority of complainants are satisfied with the service they receive.</p><p> </p><table><tbody><tr><td><p>Description</p></td><td><p>Average time in weeks</p></td></tr><tr><td><p>Resolution (from acceptance to case closure)</p></td><td><p>6 weeks (against a target of 8 weeks)</p></td></tr><tr><td><p>Time taken to allocate case to ICM (from date of acceptance)</p></td><td><p>59 weeks</p></td></tr><tr><td><p>Settlement (from allocation to ICM to case closure)</p></td><td><p>8 weeks (against a target of 15 weeks)</p></td></tr><tr><td><p>ICE Report (from allocation to ICM to case closure)</p></td><td><p>23.5 weeks (against a target of 20 weeks)</p></td></tr></tbody></table><p> </p>
star this property answering member constituency Mid Sussex more like this
star this property answering member printed Mims Davies more like this
star this property question first answered
less than 2020-03-13T12:07:59.24Zmore like thismore than 2020-03-13T12:07:59.24Z
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property tabling member
4463
unstar this property label Biography information for Chris Stephens more like this
1178448
star this property registered interest false more like this
unstar this property date less than 2020-02-13more like thismore than 2020-02-13
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, further to her Answer of 14 January 2020 to Question 1734 on the Independent Case Examiner, what the average length of time taken was to (a) commence and (b) complete an investigation into a complaint against her Department in (i) July to September 2019 and (ii) October to December 2019. more like this
star this property tabling member constituency Bethnal Green and Bow more like this
star this property tabling member printed
Rushanara Ali more like this
unstar this property uin 1994 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2020-04-27more like thismore than 2020-04-27
star this property answer text <p>The information requested is provided in the table below. In order to provide some context, we have included details of the number of complaints received and accepted for examination by the Independent Case Examiner’s Office in the last two full reporting years.</p><p> </p><p>We want to make sure people can get the support they are entitled to if they have been treated unfairly and are hiring and training new staff as quickly as we can, clearing more complaints last year than in 2017/18.</p><p> </p><p>The cases that reach the Independent Case Examiner are the most complex and investigations will not be compromised in order to be completed within certain timescales.</p><p> </p><p>We keep people updated about the timings involved with their case and the vast majority of complainants are satisfied with the service they receive.</p><p> </p><table><tbody><tr><td><p>Year (April to March)</p></td><td><p>Complaints received</p></td><td><p>Complaints accepted for examination</p></td></tr><tr><td><p>2017/18</p></td><td><p>5,885</p></td><td><p>2,784</p></td></tr><tr><td><p>2018/19</p></td><td><p>4,824</p></td><td><p>1,299</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p>Period</p></td><td><p>Average time taken to commence an investigation (from date complaint accepted for examination)</p></td><td><p>Average time taken to complete an investigation (from date case allocated to an investigation case manager)</p></td></tr><tr><td><p>July - September 2019</p></td><td><p>57 weeks</p></td><td><p>20 weeks</p></td></tr><tr><td><p>October - December 2019</p></td><td><p>61 weeks</p></td><td><p>21 weeks</p></td></tr></tbody></table><p />
star this property answering member constituency Mid Sussex more like this
star this property answering member printed Mims Davies more like this
star this property question first answered
less than 2020-04-27T16:32:46.467Zmore like thismore than 2020-04-27T16:32:46.467Z
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property previous answer version
8078
star this property answering member constituency Mid Sussex more like this
star this property answering member printed Mims Davies more like this
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property tabling member
4138
unstar this property label Biography information for Rushanara Ali more like this
1178678
star this property registered interest false more like this
unstar this property date less than 2020-02-12more like thismore than 2020-02-12
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, how many complaints against (a) the child maintenance service and child support agency and (b) her Department were accepted for investigation by the Independent Case Examiner in each year since 2014-15; and how many of those complaints were not investigated for at least 12 months after they were received. more like this
star this property tabling member constituency York Central more like this
star this property tabling member printed
Rachael Maskell more like this
unstar this property uin 15041 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2020-02-28more like thismore than 2020-02-28
star this property answer text <p>The cases that reach the Independent Case Examiner are the most complex and investigations will not be compromised in order to be completed within certain timescales.</p><p> </p><p>We keep people updated about the timings involved with their case and the vast majority of complainants are satisfied with the service they receive.</p><p> </p><p>The table below provides information on the number of Child Maintenance Service (CMS) and Child Support Agency (CSA) complaints that were received and accepted for investigation by the Independent Case Examiners Office in each year since 2014-15, and the number of cases that took longer than 12 months to conclude, from the date they were accepted for examination.</p><p> </p><p>Please note, we are unable to provide information on the number of cases that waited longer than 12 months for an investigation to commence for each year since 2014-15, and have therefore provided details of those cases that took longer than 12 months to conclude, from the point at which they were accepted for investigation.</p><p> </p><table><tbody><tr><td><p>Year April to March</p></td><td><p>CSA &amp; CMS complaints received</p></td><td><p>CSA &amp; CMS complaints accepted for investigation</p></td><td><p>CSA &amp; CMS complaints cleared</p></td><td><p>Cleared cases that took longer than 12 months to conclude (from date of acceptance)</p></td></tr><tr><td><p>2014-15</p></td><td><p>1169</p></td><td><p>495</p></td><td><p>490</p></td><td><p>14</p></td></tr><tr><td><p>2015-16</p></td><td><p>936</p></td><td><p>448</p></td><td><p>352</p></td><td><p>113</p></td></tr><tr><td><p>2016-17</p></td><td><p>869</p></td><td><p>333</p></td><td><p>380</p></td><td><p>279</p></td></tr><tr><td><p>2017-18</p></td><td><p>896</p></td><td><p>260</p></td><td><p>326</p></td><td><p>279</p></td></tr><tr><td><p>2018-19</p></td><td><p>1253</p></td><td><p>395</p></td><td><p>342</p></td><td><p>238</p></td></tr><tr><td><p>2019-20 (to the end of January 2020)</p></td><td><p>1099</p></td><td><p>395</p></td><td><p>233</p></td><td><p>160</p></td></tr></tbody></table>
star this property answering member constituency Mid Sussex more like this
star this property answering member printed Mims Davies more like this
star this property question first answered
less than 2020-02-28T15:08:00.663Zmore like thismore than 2020-02-28T15:08:00.663Z
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property tabling member
4471
unstar this property label Biography information for Rachael Maskell more like this
1193704
star this property registered interest false more like this
unstar this property date less than 2020-05-06more like thismore than 2020-05-06
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Independent Case Examiner remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 14 January 2020 to Question 1734 on the Independent Case Examiner, what the average length of time taken was to (a) commence and (b) complete an investigation into a complaint against her Department between 1 January 2020 and 31 March 2020. more like this
star this property tabling member constituency Bethnal Green and Bow more like this
star this property tabling member printed
Rushanara Ali more like this
unstar this property uin 43913 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2020-05-15more like thismore than 2020-05-15
star this property answer text <p>The cases that reach the ICE Office are the most complex and investigations will not be compromised in order to be completed within certain timescales. Having accepted a complaint for examination, the ICE Office will initially try to broker a solution between the complainant and the relevant department or supplier, without having to request evidence to inform an investigation – this is known as “resolution”. If it’s not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). Complainants are kept updated on the progression of their complaint and the vast majority are satisfied with the service they receive.</p><p> </p><p>During the period 1 January 2020 and 31 March 2020, it took the Independent Case Examiner’s Office an average of: 62 weeks to commence an investigation (from the point at which the complaint was accepted for examination); and 18 weeks to complete an investigation (from the point at which it was allocated to an ICM).</p><p> </p><p>The Independent Case Examiner’s Office began the process of recruiting additional ICMs, to help it reduce the time complaints wait to be brought into investigation, prior to the introduction of the Coronavirus lockdown measures. That process will recommence as soon as it is practicable to do so.</p>
star this property answering member constituency Mid Sussex more like this
star this property answering member printed Mims Davies more like this
star this property question first answered
less than 2020-05-15T11:10:12.49Zmore like thismore than 2020-05-15T11:10:12.49Z
star this property answering member
4513
star this property label Biography information for Mims Davies more like this
star this property tabling member
4138
unstar this property label Biography information for Rushanara Ali more like this