Independent Case Examiner: Correspondence
(asked on 16th October 2023) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average response time to correspondence was by the Independent Case Examiner in the latest period for which data is available.
This question was answered on 24th October 2023
The Office of the Independent Case Examiner holds correspondence data on:
- a) the time taken to respond to customers on the results of initial checks from receipt of a complaint; and
- b) the time taken to respond to complaints about its own service.
From 1 April – 30 September 2023:
- the average time ICE took to respond to correspondence on ‘a’ was 3 working days; and
- the average time ICE took to respond to correspondence on ‘b’ was 6 working days.
ICE’s service standards for ‘a’ and ‘b’ are 10 and 15 working days, respectively.