Independent Case Examiner

Department for Work and Pensions written question – answered on 12th March 2019.

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Photo of Marion Fellows Marion Fellows SNP Whip, Shadow SNP Spokesperson (Small Business, Enterprise and Innovation)

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 23 January 2019 to Question 210057, for each available year, what the (a) mean and (b) median waiting time is for complaints (i) which are not resolved within eight weeks of being accepted, (ii) which are not settled within 15 weeks of the investigation commencing and (iii) where an ICE report is not issued within 20 weeks of the investigation commencing.

Photo of Justin Tomlinson Justin Tomlinson The Parliamentary Under-Secretary of State for Work and Pensions

Whilst high level clearance target performance data is routinely included in the Independent Case Examiner’s Annual Report, the Office only retain case specific information for 26 months following case closure, and as such the requested information is only available for 2017/18 and the current reporting year. The available information is provided in the tables below.

Resolution

Year

Mean - Time taken to resolve complaints that were not cleared within 8 weeks of the complaint being accepted for investigation

Median - Time taken to resolve complaints that were not cleared within 8 weeks of the complaint being accepted for investigation

2017/18 (April to March)

11 weeks

10 weeks

2018/19 (April to February 2019)

11 weeks

10 weeks

Settlement

Year

Mean - Time taken to settle complaints that were not cleared within 15 weeks of the investigation commencing

Median - Time taken to settle complaints that were not cleared within 15 weeks of the investigation commencing

2017/18 (April to March)

23 weeks

21 weeks

2018/19 (April to February 2019)

23 weeks

22 weeks

ICE Report

Year

Mean - Time taken to issue ICE Reports in those cases that were not concluded within 20 weeks of the investigation commencing

Median - Time taken to issue ICE Reports in those cases that were not concluded within 20 weeks of the investigation commencing

2017/18 (April to March)

30 weeks

28 weeks

2018/19 (April to February 2019)

27 weeks

26 weeks

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