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1138414

	registered interest
	date	11/07/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	East Ham
	tabling member printed	Stephen Timms
	uin	276137
	answer	answer is ministerial correction date of answer 16/07/2019 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> answering member constituency Colchester answering member printed Will Quince question first answered 16/07/2019 13:47:47 answering member 4423 label Biography information for Will Quince
	tabling member	163 label Biography information for Sir Stephen Timms

1126596

	registered interest
	date	14/05/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Westminster North
	tabling member printed	Ms Karen Buck
	uin	254096
	answer	answer is ministerial correction date of answer 20/05/2019 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> answering member constituency Colchester answering member printed Will Quince question first answered 20/05/2019 16:05:10 answering member 4423 label Biography information for Will Quince
	tabling member	199 label Biography information for Ms Karen Buck

1138418

	registered interest
	date	11/07/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	East Ham
	tabling member printed	Stephen Timms
	uin	276139
	answer	answer is ministerial correction date of answer 16/07/2019 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> answering member constituency Colchester answering member printed Will Quince question first answered 16/07/2019 13:45:25 answering member 4423 label Biography information for Will Quince
	tabling member	163 label Biography information for Sir Stephen Timms

1138415

	registered interest
	date	11/07/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	East Ham
	tabling member printed	Stephen Timms
	uin	276138
	answer	answer is ministerial correction date of answer 16/07/2019 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> answering member constituency Colchester answering member printed Will Quince question first answered 16/07/2019 14:01:36 answering member 4423 label Biography information for Will Quince
	tabling member	163 label Biography information for Sir Stephen Timms

1147487

	registered interest
	date	01/10/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Westminster North
	tabling member printed	Ms Karen Buck
	uin	292819
	answer	answer is ministerial correction date of answer 07/10/2019 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> answering member constituency Eastleigh answering member printed Mims Davies question first answered 07/10/2019 17:07:08 answering member 4513 label Biography information for Mims Davies
	tabling member	199 label Biography information for Ms Karen Buck

1146134

	registered interest
	date	25/09/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Tewkesbury
	tabling member printed	Mr Laurence Robertson
	uin	290623
	answer	answer is ministerial correction date of answer 30/09/2019 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> answering member constituency Eastleigh answering member printed Mims Davies question first answered 30/09/2019 15:07:49 answering member 4513 label Biography information for Mims Davies
	tabling member	253 label Biography information for Mr Laurence Robertson

1183046

	registered interest
	date	05/03/2020
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Glasgow South West
	tabling member printed	Chris Stephens
	uin	25695
	answer	answer is ministerial correction date of answer 13/03/2020 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> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 13/03/2020 12:07:59 answering member 4513 label Biography information for Mims Davies
	tabling member	4463 label Biography information for Chris Stephens

1178678

	registered interest
	date	12/02/2020
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	15041
	answer	answer is ministerial correction date of answer 28/02/2020 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> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 28/02/2020 15:08:00 answering member 4513 label Biography information for Mims Davies
	tabling member	4471 label Biography information for Rachael Maskell

1147488

	registered interest
	date	01/10/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what Independent Case Examiner’s Office budget is for 2019-20.
	tabling member constituency	Westminster North
	tabling member printed	Ms Karen Buck
	uin	292820
	answer	answer is ministerial correction date of answer 07/10/2019 answer text <p>The Independent Case Examiner’s Office’s budget for 2019-20 is £3,525,303.</p> answering member constituency Eastleigh answering member printed Mims Davies question first answered 07/10/2019 17:03:39 answering member 4513 label Biography information for Mims Davies
	tabling member	199 label Biography information for Ms Karen Buck

1169845

	registered interest
	date	09/01/2020
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Independent Case Examiner
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, for what reasons the Independent Case Examiner’s Annual Report for 2018-19 only includes data on the number of weeks taken for a full investigation to be completed from the date of commencement and not from the date on which the complaint was made.
	tabling member constituency	Bethnal Green and Bow
	tabling member printed	Rushanara Ali
	uin	1733
	answer	answer is ministerial correction date of answer 14/01/2020 answer text <p>The Independent Case Examiner (ICE) is an Office Holder, appointed under contract to review complaints about DWP and its contracted service providers. In addition to adjudicating on escalated complaints and making case specific findings and recommendations for redress, the ICE looks to identify wider systemic issues associated with service failures: one of their contractual requirements is to report annually on their work to the Permanent Secretary. DWP provides an Office to support the ICE discharge their contractual obligations, but they have no role in the management of that Office or its resources. Their Annual Report therefore has its focus on findings associated with case examinations and outcomes, rather than the wider administration of the ICE Office.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 14/01/2020 16:15:49 answering member 4513 label Biography information for Mims Davies
	tabling member	4138 label Biography information for Rushanara Ali