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1138414
unstar this property registered interest false more like this
star 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 more like this
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 remove filter
star this property tabling member printed
Stephen Timms more like this
star 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 thisremove minimum value filter
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
unstar 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
unstar this property label Biography information for Will Quince more like this
star this property tabling member
163
star this property label Biography information for Stephen Timms more like this
1138415
unstar this property registered interest false more like this
star 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 more like this
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 remove filter
star this property tabling member printed
Stephen Timms more like this
star 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 thisremove minimum value filter
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
unstar 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
unstar this property label Biography information for Will Quince more like this
star this property tabling member
163
star this property label Biography information for Stephen Timms more like this
1138418
unstar this property registered interest false more like this
star 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 more like this
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 remove filter
star this property tabling member printed
Stephen Timms more like this
star 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 thisremove minimum value filter
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
unstar 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
unstar this property label Biography information for Will Quince more like this
star this property tabling member
163
star this property label Biography information for Stephen Timms more like this