Independent Case Examiner

(asked on 11th July 2019) - View Source

Question to the Department for Work and Pensions:

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.


Answered by
Will Quince Portrait
Will Quince
This question was answered on 16th July 2019

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.

As at 11 July 2019, the average time taken for a complaint which requires investigation to be allocated to an ICM was 52 weeks.

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