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1145087

	registered interest
	date	05/09/2019
	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 assessment 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	287450
	answer	answer is ministerial correction date of answer 09/09/2019 answer text <p>It has not proved possible to respond to the hon. Member in the time available before Prorogation.</p> answering member constituency Eastleigh answering member printed Mims Davies question first answered 09/09/2019 16:10:04 answering member 4513 label Biography information for Mims Davies
	tabling member	253 label Biography information for Mr Laurence Robertson

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

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

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

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

1083674

	registered interest
	date	07/03/2019
	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, pursuant to the Answer of 23 January 2019 to Question 210057, for each available year, what the (a) mean and (b) median waiting time is for complaints (i) which are not resolved within eight weeks of being accepted, (ii) which are not settled within 15 weeks of the investigation commencing and (iii) where an ICE report is not issued within 20 weeks of the investigation commencing.
	tabling member constituency	Motherwell and Wishaw
	tabling member printed	Marion Fellows
	uin	229798
	answer	answer is ministerial correction date of answer 12/03/2019 answer text <p>Whilst high level clearance target performance data is routinely included in the Independent Case Examiner’s Annual Report, the Office only retain case specific information for 26 months following case closure, and as such the requested information is only available for 2017/18 and the current reporting year. The available information is provided in the tables below.</p><p> </p><p><strong>Resolution</strong></p><p> </p><table><tbody><tr><td><p>Year</p></td><td><p>Mean - Time taken to resolve complaints that were not cleared within 8 weeks of the complaint being accepted for investigation</p></td><td><p>Median - Time taken to resolve complaints that were not cleared within 8 weeks of the complaint being accepted for investigation</p></td></tr><tr><td><p>2017/18 (April to March)</p></td><td><p>11 weeks</p></td><td><p>10 weeks</p></td></tr><tr><td><p>2018/19 (April to February 2019)</p></td><td><p>11 weeks</p></td><td><p>10 weeks</p></td></tr></tbody></table><p> </p><p><strong>Settlement</strong></p><p> </p><table><tbody><tr><td><p>Year</p></td><td><p>Mean - Time taken to settle complaints that were not cleared within 15 weeks of the investigation commencing</p></td><td><p>Median - Time taken to settle complaints that were not cleared within 15 weeks of the investigation commencing</p></td></tr><tr><td><p>2017/18 (April to March)</p></td><td><p>23 weeks</p></td><td><p>21 weeks</p></td></tr><tr><td><p>2018/19 (April to February 2019)</p></td><td><p>23 weeks</p></td><td><p>22 weeks</p></td></tr></tbody></table><p> </p><p><strong>ICE Report</strong></p><p> </p><table><tbody><tr><td><p>Year</p></td><td><p>Mean - Time taken to issue ICE Reports in those cases that were not concluded within 20 weeks of the investigation commencing</p></td><td><p>Median - Time taken to issue ICE Reports in those cases that were not concluded within 20 weeks of the investigation commencing</p></td></tr><tr><td><p>2017/18 (April to March)</p></td><td><p>30 weeks</p></td><td><p>28 weeks</p></td></tr><tr><td><p>2018/19 (April to February 2019)</p></td><td><p>27 weeks</p></td><td><p>26 weeks</p></td></tr></tbody></table><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 12/03/2019 15:58:27 answering member 4105 label Biography information for Justin Tomlinson
	tabling member	4440 label Biography information for Marion Fellows

1083675

	registered interest
	date	07/03/2019
	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, pursuant to the Answer of 8 February 2019 to Question 217031 on Independent Case Examiner, what the (a) mean and (b) median waiting time is for complainants who are not informed within four weeks of whether their complaint has been accepted for investigation in each of the last three years.
	tabling member constituency	Motherwell and Wishaw
	tabling member printed	Marion Fellows
	uin	229799
	answer	answer is ministerial correction date of answer 12/03/2019 answer text <p>The Independent Case Examiner’s Office can only accept a complaint for investigation once it has (a) established that the complainant has exhausted the relevant business complaints process, and (b) reached agreement with the complainant regarding the scope of any investigation. The Office retain case specific information for 26 months following case closure, and as such the requested information is only available for 2017/18 and the current reporting year. The available information is provided in the table below.</p><p> </p><table><tbody><tr><td><p>Year</p></td><td><p>Mean – Time taken to inform complainants whether their complaint could be accepted for investigation, in those cases that exceeded the four week internal target</p></td><td><p>Median – Time taken to inform complainants whether their complaint could be accepted for investigation, in those cases that exceeded the four week internal target</p></td></tr><tr><td><p>2017/18 (April to March)</p></td><td><p>11 weeks</p></td><td><p>8 weeks</p></td></tr><tr><td><p>2018/19 (Year to date – April to February)</p></td><td><p>15 weeks</p></td><td><p>11 weeks</p></td></tr></tbody></table><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 12/03/2019 15:44:46 answering member 4105 label Biography information for Justin Tomlinson
	tabling member	4440 label Biography information for Marion Fellows

1057082

	registered interest
	date	08/02/2019
	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 steps she is taking to improve the performance of the Independent Case Examiner.
	tabling member constituency	Motherwell and Wishaw
	tabling member printed	Marion Fellows
	uin	218827
	answer	answer is ministerial correction date of answer 13/02/2019 answer text <p>During 2017/18, the Independent Case Examiner’s Office received high levels of demand.</p><p>In the 2018/19 reporting year, the Office received funding for thirteen additional staff and productivity increased. By the end of January 2019 the Office had cleared 1,047 complaints, compared to 782 at the end of January 2018.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 13/02/2019 12:31:56 answering member 4105 label Biography information for Justin Tomlinson
	tabling member	4440 label Biography information for Marion Fellows

1055055

	registered interest
	date	05/02/2019
	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 her Department's target timetable is for deciding whether complaints to the Independent Case Examiner will be accepted for investigation; what (a) proportion and (b) number of complaints met that target in each year for which information is available; and how many complaints are currently awaiting a decision on whether or not they will be investigated.
	tabling member constituency	Motherwell and Wishaw
	tabling member printed	Marion Fellows
	uin	217031
	answer	answer is ministerial correction date of answer 08/02/2019 answer text <p>Funding for the Independent Case Examiner’s (ICE) Office is reviewed on an annual basis. In the current financial year, the ICE Office has received funding for thirteen additional posts.</p><p> </p><p>Productivity in the ICE Office has increased by 34% in the current reporting year, with the Office having cleared 1,047 cased by the end of January 2019, compared with 782 in the same period during 2017/18.</p><p>The Office has an internal target to inform 90% of complainants within four weeks of its reciept, whether thier complaint can be accepted for investigation. The Office can only accept a complaint for investigation once it has (a) established that the complainant has exhausted the relevant business complaints process, and (b) reached agreement with the complainant regarding the scope of any investigation.</p><p> </p><p>The table below provides the available performance data.</p><p> </p><table><tbody><tr><td><p>Year</p></td><td><p>Number of complaints received</p></td><td><p>Number of complaints not accepted for investigation</p></td><td><p>Number of complaints accepted for investigation</p></td></tr><tr><td><p>2017/18</p></td><td><p>5,886</p></td><td><p>2,247 (81% within internal target of four weeks)</p></td><td><p>3,639 (38% within internal target of four weeks)</p></td></tr><tr><td><p>2018/19 (1<sup>st</sup> April 2018 to 6<sup>th</sup> February 2019)</p></td><td><p>4,169</p></td><td><p>2,928 (68% within internal target of four weeks)</p></td><td><p>1,073 (47% within internal target of four weeks)</p></td></tr></tbody></table><p> </p><p>As at 6<sup>th</sup> February 2019, there were 168 complainants awaiting a decision on whether their complaint could be accepted for examination.</p><p> </p><p>During the period covered by this response the Independent Case Examiner’s Office received 4,118 complaints from women concerning changes to State Pension age, which directly impacted on its ability to meet its internal target for determining whether a complaint can be accepted for examination.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 08/02/2019 12:40:02 answering member 4105 label Biography information for Justin Tomlinson
	tabling member	4440 label Biography information for Marion Fellows

1050502

	registered interest
	date	29/01/2019
	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 allocate further additional resources to the Independent Case Examiner to reduce (a) waiting times for decisions and (b) the number of cases outstanding.
	tabling member constituency	Easington
	tabling member printed	Grahame Morris
	uin	214028
	answer	answer is ministerial correction date of answer 04/02/2019 answer text <p>Funding for the Independent Case Examiner’s Office is reviewed on an annual basis. In the current financial year, the Office has received funding for thirteen additional posts.</p><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 04/02/2019 11:30:31 answering member 4105 label Biography information for Justin Tomlinson
	tabling member	3973 label Biography information for Grahame Morris