When the Independent Case Examiner\u2019s (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 \u2013 this is known as \u201cresolution\u201d. If it\u2019s 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>
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>
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>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"} } , "answeringMemberConstituency" : {"_value" : "Colchester"} , "answeringMemberPrinted" : {"_value" : "Will Quince"} , "dateOfAnswer" : {"_value" : "2019-07-16", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2019-07-16T13:47:47.553Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2019-07-11", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Independent Case Examiner"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"} } , "tablingMemberConstituency" : {"_value" : "East Ham"} , "tablingMemberPrinted" : [{"_value" : "Stephen Timms"} ], "uin" : "276137"} , {"_about" : "http://data.parliament.uk/resources/1138415", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1138415/answer", "answerText" : {"_value" : "
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>
<\/strong><\/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>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"}
}
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, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
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], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"}
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, "tablingMemberPrinted" : [{"_value" : "Stephen Timms"}
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, {"_about" : "http://data.parliament.uk/resources/1138418", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1138418/answer", "answerText" : {"_value" : " The Independent Case Examiner\u2019s (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>"}
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, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
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], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"}
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