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1126601

	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: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, how many of the 158 complaints about the Independent Case Examiner in 2017-18 were on the length of time it took to investigate a complaint.
	tabling member constituency	Westminster North
	tabling member printed	Ms Karen Buck
	uin	254099
	answer	answer is ministerial correction date of answer 22/05/2019 answer text <p>The Independent Case Examiner’s Office recorded 158 complaints about its service during the 2017/18 reporting year, of which 60 concerned delays in starting investigations and 6 concerned delays in concluding investigations.</p> answering member constituency Colchester answering member printed Will Quince question first answered 22/05/2019 16:04:17 answering member 4423 label Biography information for Will Quince
	tabling member	199 label Biography information for Ms Karen Buck

1313823

	registered interest
	date	12/05/2021
	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: Complaints
	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 was from receipt of a complaint by the Independent Case Examiner to the allocation to a case worker for investigation in each year since 2010.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	788
	answer	answer is ministerial correction date of answer 20/05/2021 answer text <p>When the Independent Case Examiner (ICE) Office accept a complaint for investigation, they 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 is not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). The cases that reach the ICE are the most complex and usually require investigation. Complainants are kept updated about the timings involved with their case and 82.6 per cent are satisfied with the service they receive (2020/21 customer satisfaction score).</p><p> </p><p>The Unit has received additional resource to help reduce the time complaints wait to be brought into investigation, and whilst progress has been constrained by the effects of Covid, the number of cases awaiting investigation has been falling steadily since April 2020.</p><p> </p><p>In order to provide the information requested, it is necessary to generate reports from electronic case specific records which are only retained for 26 months following case closure. Complete information about the average allocation timescales is therefore only available for the last two reporting years – detailed in the table below:</p><p><strong> </strong></p><table><tbody><tr><td><p> </p></td><td><p>2019/20</p></td><td><p>2020/21</p></td></tr><tr><td><p>Average time taken from complaint acceptance to allocation to an Investigation Case Manager (in all ICE cases).</p></td><td><p>59.9 weeks</p></td><td><p>63.8 weeks</p></td></tr><tr><td><p>How many child maintenance complaints that were allocated to an Investigation Case Manager waited over 12 months to be brought into investigation.</p></td><td><p>240</p></td><td><p>387</p></td></tr><tr><td><p>How many benefit complaints that were allocated to an Investigation Case Manager waited over 12 months to be brought into investigation.</p></td><td><p>415</p></td><td><p>424</p></td></tr></tbody></table> answering member constituency Hexham answering member printed Guy Opperman grouped question UIN 790 792 question first answered 20/05/2021 13:17:20 answering member 4142 label Biography information for Guy Opperman
	tabling member	4471 label Biography information for Rachael Maskell

1313825

	registered interest
	date	12/05/2021
	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: Complaints
	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 the Independent Case Examiner received on child maintenance cases in each year since 2010.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	789
	answer	answer is ministerial correction date of answer 20/05/2021 answer text <p>Information about the number of complaints received by the Unit is routinely included in the Independent Case Examiner’s Annual Report, which is published on gov.uk. The information requested is summarised in the table below – it excludes complaints received about contracted service provision.</p><p> </p><p>Please note that the Independent Case Examiner can only review complaints which have received a final response from the Department, as such not all the complaints that are received are accepted for examination.</p><p><strong> </strong></p><table><tbody><tr><td><p><strong>Year</strong></p></td><td><p><strong>CSA &amp; CMS Complaints Received</strong></p></td><td><p><strong>Benefit complaints received</strong></p></td></tr><tr><td><p><strong>2010/11</strong></p></td><td><p>2241</p></td><td><p>1083</p></td></tr><tr><td><p><strong>2011/12</strong></p></td><td><p>1670</p></td><td><p>961</p></td></tr><tr><td><p><strong>2012/13</strong></p></td><td><p>1457</p></td><td><p>1481</p></td></tr><tr><td><p><strong>2013/14</strong></p></td><td><p>1354</p></td><td><p>1544</p></td></tr><tr><td><p><strong>2014/15</strong></p></td><td><p>1169</p></td><td><p>1783</p></td></tr><tr><td><p><strong>2015/16</strong></p></td><td><p>936</p></td><td><p>1363</p></td></tr><tr><td><p><strong>2016/17</strong></p></td><td><p>869</p></td><td><p>1623</p></td></tr><tr><td><p><strong>2017/18</strong></p></td><td><p>896</p></td><td><p>*4417</p></td></tr><tr><td><p><strong>2018/19</strong></p></td><td><p>1255</p></td><td><p>*2832</p></td></tr><tr><td><p><strong>2019/20</strong></p></td><td><p>1330</p></td><td><p>1807</p></td></tr><tr><td><p><strong>2020/21</strong></p></td><td><p>1465</p></td><td><p>2282</p></td></tr></tbody></table><p><strong> </strong></p><p>* Includes complaints about changes to Women’s State Pension retirement age.</p> answering member constituency Hexham answering member printed Guy Opperman grouped question UIN 791 question first answered 20/05/2021 13:21:14 answering member 4142 label Biography information for Guy Opperman
	tabling member	4471 label Biography information for Rachael Maskell

1313827

	registered interest
	date	12/05/2021
	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: Complaints
	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 Case Examiner about child maintenance were waiting more than 12 months to be allocated to a case worker for investigation in each year since 2010.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	790
	answer	answer is ministerial correction date of answer 20/05/2021 answer text <p>When the Independent Case Examiner (ICE) Office accept a complaint for investigation, they 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 is not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). The cases that reach the ICE are the most complex and usually require investigation. Complainants are kept updated about the timings involved with their case and 82.6 per cent are satisfied with the service they receive (2020/21 customer satisfaction score).</p><p> </p><p>The Unit has received additional resource to help reduce the time complaints wait to be brought into investigation, and whilst progress has been constrained by the effects of Covid, the number of cases awaiting investigation has been falling steadily since April 2020.</p><p> </p><p>In order to provide the information requested, it is necessary to generate reports from electronic case specific records which are only retained for 26 months following case closure. Complete information about the average allocation timescales is therefore only available for the last two reporting years – detailed in the table below:</p><p><strong> </strong></p><table><tbody><tr><td><p> </p></td><td><p>2019/20</p></td><td><p>2020/21</p></td></tr><tr><td><p>Average time taken from complaint acceptance to allocation to an Investigation Case Manager (in all ICE cases).</p></td><td><p>59.9 weeks</p></td><td><p>63.8 weeks</p></td></tr><tr><td><p>How many child maintenance complaints that were allocated to an Investigation Case Manager waited over 12 months to be brought into investigation.</p></td><td><p>240</p></td><td><p>387</p></td></tr><tr><td><p>How many benefit complaints that were allocated to an Investigation Case Manager waited over 12 months to be brought into investigation.</p></td><td><p>415</p></td><td><p>424</p></td></tr></tbody></table> answering member constituency Hexham answering member printed Guy Opperman grouped question UIN 788 792 question first answered 20/05/2021 13:17:20 answering member 4142 label Biography information for Guy Opperman
	tabling member	4471 label Biography information for Rachael Maskell

1313828

	registered interest
	date	12/05/2021
	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: Complaints
	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 about benefits have been received by the Independent Case Examiner in each year since 2010.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	791
	answer	answer is ministerial correction date of answer 20/05/2021 answer text <p>Information about the number of complaints received by the Unit is routinely included in the Independent Case Examiner’s Annual Report, which is published on gov.uk. The information requested is summarised in the table below – it excludes complaints received about contracted service provision.</p><p> </p><p>Please note that the Independent Case Examiner can only review complaints which have received a final response from the Department, as such not all the complaints that are received are accepted for examination.</p><p><strong> </strong></p><table><tbody><tr><td><p><strong>Year</strong></p></td><td><p><strong>CSA &amp; CMS Complaints Received</strong></p></td><td><p><strong>Benefit complaints received</strong></p></td></tr><tr><td><p><strong>2010/11</strong></p></td><td><p>2241</p></td><td><p>1083</p></td></tr><tr><td><p><strong>2011/12</strong></p></td><td><p>1670</p></td><td><p>961</p></td></tr><tr><td><p><strong>2012/13</strong></p></td><td><p>1457</p></td><td><p>1481</p></td></tr><tr><td><p><strong>2013/14</strong></p></td><td><p>1354</p></td><td><p>1544</p></td></tr><tr><td><p><strong>2014/15</strong></p></td><td><p>1169</p></td><td><p>1783</p></td></tr><tr><td><p><strong>2015/16</strong></p></td><td><p>936</p></td><td><p>1363</p></td></tr><tr><td><p><strong>2016/17</strong></p></td><td><p>869</p></td><td><p>1623</p></td></tr><tr><td><p><strong>2017/18</strong></p></td><td><p>896</p></td><td><p>*4417</p></td></tr><tr><td><p><strong>2018/19</strong></p></td><td><p>1255</p></td><td><p>*2832</p></td></tr><tr><td><p><strong>2019/20</strong></p></td><td><p>1330</p></td><td><p>1807</p></td></tr><tr><td><p><strong>2020/21</strong></p></td><td><p>1465</p></td><td><p>2282</p></td></tr></tbody></table><p><strong> </strong></p><p>* Includes complaints about changes to Women’s State Pension retirement age.</p> answering member constituency Hexham answering member printed Guy Opperman grouped question UIN 789 question first answered 20/05/2021 13:21:14 answering member 4142 label Biography information for Guy Opperman
	tabling member	4471 label Biography information for Rachael Maskell

1313829

	registered interest
	date	12/05/2021
	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: Complaints
	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 Case Examiner about benefits were waiting more than 12 months to be allocated to a case worker for investigation in each year since 2010.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	792
	answer	answer is ministerial correction date of answer 20/05/2021 answer text <p>When the Independent Case Examiner (ICE) Office accept a complaint for investigation, they 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 is not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). The cases that reach the ICE are the most complex and usually require investigation. Complainants are kept updated about the timings involved with their case and 82.6 per cent are satisfied with the service they receive (2020/21 customer satisfaction score).</p><p> </p><p>The Unit has received additional resource to help reduce the time complaints wait to be brought into investigation, and whilst progress has been constrained by the effects of Covid, the number of cases awaiting investigation has been falling steadily since April 2020.</p><p> </p><p>In order to provide the information requested, it is necessary to generate reports from electronic case specific records which are only retained for 26 months following case closure. Complete information about the average allocation timescales is therefore only available for the last two reporting years – detailed in the table below:</p><p><strong> </strong></p><table><tbody><tr><td><p> </p></td><td><p>2019/20</p></td><td><p>2020/21</p></td></tr><tr><td><p>Average time taken from complaint acceptance to allocation to an Investigation Case Manager (in all ICE cases).</p></td><td><p>59.9 weeks</p></td><td><p>63.8 weeks</p></td></tr><tr><td><p>How many child maintenance complaints that were allocated to an Investigation Case Manager waited over 12 months to be brought into investigation.</p></td><td><p>240</p></td><td><p>387</p></td></tr><tr><td><p>How many benefit complaints that were allocated to an Investigation Case Manager waited over 12 months to be brought into investigation.</p></td><td><p>415</p></td><td><p>424</p></td></tr></tbody></table> answering member constituency Hexham answering member printed Guy Opperman grouped question UIN 788 790 question first answered 20/05/2021 13:17:21 answering member 4142 label Biography information for Guy Opperman
	tabling member	4471 label Biography information for Rachael Maskell