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To ask the Secretary of State for Housing, Communities and Local Government, what the average length of time was for the Housing Ombudsman Service to determine case complaints in the first three months of 2019-20; and how many complaints were dealt with within the six month target during that period.
To ask the Secretary of State for Housing, Communities and Local Government, what the average length of time was for the Housing Ombudsman Service to determine case complaints in the first three months of 2019-20; and how many complaints were dealt with within the six month target during that period.
In order to ensure that residents receive a fair and impartial service, the Housing Ombudsman carefully reviews all available evidence when investigating and determining cases within their formal remit.
Between April and June 2019-20, the Housing Ombudsman Service determined 502 cases with an average determination time of 6.8 months. The Housing Ombudsman Service does not have a specific target for the proportion of cases determined within six months. The target is an average to be achieved across the financial year reflecting that the Housing Ombudsman Service is a demand-led and the average case time will vary each month depending on the number of cases received, and the complexity of the peculiar case.
To ask the Chancellor of the Duchy of Lancaster and Minister for the Cabinet Office, how many complaints in relation to the conduct of Special Advisers in each government department were submitted to the (a) Ethics and Propriety team and (b) the Cabinet Secretary since the formation of the Government...
To ask the Chancellor of the Duchy of Lancaster and Minister for the Cabinet Office, how many complaints in relation to the conduct of Special Advisers in each government department were submitted to the (a) Ethics and Propriety team and (b) the Cabinet Secretary since the formation of the Government...
The responsibility for the management and conduct of Special Advisers, including discipline, rests with the Minister who made the appointment, as per paragraph 3.3 of the Ministerial Code.
To ask the Secretary of State for Health and Social Care, what steps he has taken to ensure that junior doctors can make complaints about senior and consultant doctors (a) anonymously and (b) without repercussions to their career prospects.
To ask the Secretary of State for Health and Social Care, what steps he has taken to ensure that junior doctors can make complaints about senior and consultant doctors (a) anonymously and (b) without repercussions to their career prospects.
The Government supports the right of staff working in the National Health Service, including junior doctors, to raise concerns and expects all National Health Service organisations to support staff that wish to do so. A National Guardian was appointed in 2016 and more than 1,000 Freedom to Speak Up local Guardians have now been appointed covering every NHS trust in England. They provide a safe place where staff members can take their concerns about both practice and behaviours in the NHS.
Speaking up about concerns is a core part of Health Education England’s Quality Framework and in addition the junior doctor contract deal which the British Medical Association agreed earlier this year strengthens existing contractual safeguards, ensuring that junior doctors can raise issues through an exception reporting process – overseen by an independent guardian of safe working.
To ask the Secretary of State for Work and Pensions, if she will set out the performance targets for the determination of complaints to the Independent Case Examiner’s Office in 2019-20.
To ask the Secretary of State for Work and Pensions, if she will set out the performance targets for the determination of complaints to the Independent Case Examiner’s Office in 2019-20.
When the Independent Case Examiner’s Office accepts a complaint for examination; they will initially try to resolve it in discussion with the complainant and the relevant business area. 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). Cases are dealt with by dedicated teams and are usually brought into investigation in strict date order. Following an examination of the evidence, it may be possible to settle the complaint, if agreement can be reached on actions that satisfy the complainant. If the complaint can’t be settled, the Independent Case Examiner will issue a report detailing findings and any recommendations for redress.
The Independent Case Examiner’s service standards for 2019-20 for the determination of complaints are as follows:
- To resolve complaints within 8 weeks of accepting them for examination
- To settle complaints within 15 weeks of the start of the investigation.
- To complete investigation reports within 20 weeks of the start of the investigation.
To ask the Secretary of State for the Home Department, how many complaints her Department has received about VSF Global each year since the start of its contract with her Department in 2013.
To ask the Secretary of State for the Home Department, how many complaints her Department has received about VSF Global each year since the start of its contract with her Department in 2013.
The performance against service standard in relation to customer complaints relating to UKVI can be found at https://www.gov.uk/government/publications/customer-service-operations-data-august-2019. We do not publish statistics on complaints received in relation to individual supplier performance
To ask the Secretary of State for Digital, Culture, Media and Sport, if she will make an assessment of the adequacy of the BBC Executive Complaints Unit’s interpretation of its impartiality guidelines in supporting a complaint against Ms Naga Munchetty for her comments about remarks made by the President of...
To ask the Secretary of State for Digital, Culture, Media and Sport, if she will make an assessment of the adequacy of the BBC Executive Complaints Unit’s interpretation of its impartiality guidelines in supporting a complaint against Ms Naga Munchetty for her comments about remarks made by the President of...
The BBC is operationally and editorially independent from government. It is therefore not for the government to undertake this kind of assessment.
The BBC’s website sets out how it will handle complaints: http://www.bbc.co.uk/complaints/handle-complaint/. Where the BBC’s complaints process has been exhausted, there may be recourse to take the complaint to Ofcom as the BBC’s independent regulator
To ask the Secretary of State for the Home Department, what information her Department holds on the time taken by police constabularies to resolve complaints involving police (a) officers and (b) employees.
To ask the Secretary of State for the Home Department, what information her Department holds on the time taken by police constabularies to resolve complaints involving police (a) officers and (b) employees.
The Independent Office for Police Conduct (IOPC) determines the information that police forces are required to collect on police complaints. The data is published by the IOPC on its website and through an annual Police Complaints Statistics report.
The data includes the number of complaints received by each force, the types of complaint and the time taken to deal with them.
The Government has developed a comprehensive package of reforms to the police complaints system to increase transparency and the timeliness with which complaints are handled. These reforms are set out in the Policing and Crime Act 2017 and will be implemented early next year, Parliamentary time permitting.
To ask the Secretary of State for the Home Department, what obligations each police constabulary has to collect data on (a) the number of complaints received within the force area and (b) the type of complaints received.
To ask the Secretary of State for the Home Department, what obligations each police constabulary has to collect data on (a) the number of complaints received within the force area and (b) the type of complaints received.
The Independent Office for Police Conduct (IOPC) determines the information that police forces are required to collect on police complaints. The data is published by the IOPC on its website and through an annual Police Complaints Statistics report.
The data includes the number of complaints received by each force, the types of complaint and the time taken to deal with them.
The Government has developed a comprehensive package of reforms to the police complaints system to increase transparency and the timeliness with which complaints are handled. These reforms are set out in the Policing and Crime Act 2017 and will be implemented early next year, Parliamentary time permitting.
To ask the Secretary of State for the Home Department, what steps she plans to take to improve the (a) transparency and (b) speed of police complaints handling.
To ask the Secretary of State for the Home Department, what steps she plans to take to improve the (a) transparency and (b) speed of police complaints handling.
The Independent Office for Police Conduct (IOPC) determines the information that police forces are required to collect on police complaints. The data is published by the IOPC on its website and through an annual Police Complaints Statistics report.
The data includes the number of complaints received by each force, the types of complaint and the time taken to deal with them.
The Government has developed a comprehensive package of reforms to the police complaints system to increase transparency and the timeliness with which complaints are handled. These reforms are set out in the Policing and Crime Act 2017 and will be implemented early next year, Parliamentary time permitting.
To ask the Secretary of State for the Home Department, what data her Department holds on the time taken by police constabularies to resolve complaints involving police officers and other police force employees.
To ask the Secretary of State for the Home Department, what data her Department holds on the time taken by police constabularies to resolve complaints involving police officers and other police force employees.
The Independent Office for Police Conduct (IOPC) determines the information that police forces are required to collect on police complaints. The data is published by the IOPC on its website and through an annual Police Complaints Statistics report.
The data includes the number of complaints received by each force, the types of complaint and the time taken to deal with them.
The Government has developed a comprehensive package of reforms to the police complaints system to increase transparency and the timeliness with which complaints are handled. These reforms are set out in the Policing and Crime Act 2017 and will be implemented early next year, Parliamentary time permitting.
To ask the Secretary of State for the Home Department, what obligations each police constabulary has to collect data on (a) the number of complaints received in its force area and (b) the type of complaints.
To ask the Secretary of State for the Home Department, what obligations each police constabulary has to collect data on (a) the number of complaints received in its force area and (b) the type of complaints.
The Independent Office for Police Conduct (IOPC) determines the information that police forces are required to collect on police complaints. The data is published by the IOPC on its website and through an annual Police Complaints Statistics report.
The data includes the number of complaints received by each force, the types of complaint and the time taken to deal with them.
The Government has developed a comprehensive package of reforms to the police complaints system to increase transparency and the timeliness with which complaints are handled. These reforms are set out in the Policing and Crime Act 2017 and will be implemented early next year, Parliamentary time permitting.
To ask the Secretary of State for the Home Department, what plans she has to increase the (a) transparency and (b) speed of police complaints handling.
To ask the Secretary of State for the Home Department, what plans she has to increase the (a) transparency and (b) speed of police complaints handling.
The Independent Office for Police Conduct (IOPC) determines the information that police forces are required to collect on police complaints. The data is published by the IOPC on its website and through an annual Police Complaints Statistics report.
The data includes the number of complaints received by each force, the types of complaint and the time taken to deal with them.
The Government has developed a comprehensive package of reforms to the police complaints system to increase transparency and the timeliness with which complaints are handled. These reforms are set out in the Policing and Crime Act 2017 and will be implemented early next year, Parliamentary time permitting.
To ask the Secretary of State for Work and Pensions, what recent estimate she has made of the average time taken by the Independent Case Examiner to review cases submitted by claimants; and if she will make a statement.
To ask the Secretary of State for Work and Pensions, what recent estimate she has made of the average time taken by the Independent Case Examiner to review cases submitted by claimants; and if she will make a statement.
When the Independent Case Examiner’s Office accepts a complaint for examination; they will initially try resolve it in discussion with the complainant and the relevant business area. 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. Cases are dealt with by dedicated teams and are usually brought into investigation in strict date order. Following an examination of the evidence, it may be possible to settle the complaint, if agreement can be reached on actions that satisfy the complainant. If the complaint can’t be settled, the Independent Case Examiner will issue a report detailing findings and any recommendations for redress.
Details of the average time taken to clear complaints accepted for examination by the Independent Case Examiner’s Office, in the current reporting year (April to August 2019), are detailed below:
Type of case clearance | Average clearance time in weeks (from acceptance to case closure) |
Resolution | 6 weeks |
Settlement | 52 weeks |
ICE Report | 88 weeks |
All cases | 68 weeks |
To ask the Secretary of State for Work and Pensions, how many Child Maintenance Service complaints were made by paying parents in relation to income data not being used to calculate payments; and what proportion of those complaints were upheld in the last three years.
To ask the Secretary of State for Work and Pensions, how many Child Maintenance Service complaints were made by paying parents in relation to income data not being used to calculate payments; and what proportion of those complaints were upheld in the last three years.
The information requested is not readily available and to provide it would incur disproportionate cost.
That this House condemns the perverse decision by the BBC complaints unit to criticise presenter Naga Munchetty for criticising the racist language of US President Donald Trump; notes that President Trump's comments, telling Democratic representatives Alexandria Ocasio-Cortez, Ilhan Omar, Rashida Tlaib and Ayanna Pressley, who are all US citizens, to go back and help fix the totally broken and crime infested places from which they came, caused outrage across the world; believes that the condemnation of such divisive and hateful rhetoric is not a matter of mere personal opinion but an essential democratic duty; and calls on the BBC to urgently reverse that verdict and defend the right of all journalists and broadcasters to reject blatant racism wherever it is expressed.
That this House condemns the perverse decision by the BBC complaints unit to criticise presenter Naga Munchetty for criticising the racist language of US President Donald Trump; notes that President Trump's comments, telling Democratic representatives Alexandria Ocasio-Cortez, Ilhan Omar, Rashida Tlaib and Ayanna Pressley, who are all US citizens, to...
To ask the Secretary of State for Justice, how many complaints on the administration of the Judicial Pensions Scheme by Xafinity Punter Southall have been made under the internal disputes resolution procedure in each year for which information is available.
To ask the Secretary of State for Justice, how many complaints on the administration of the Judicial Pensions Scheme by Xafinity Punter Southall have been made under the internal disputes resolution procedure in each year for which information is available.
The number of complaints made is set out in the table below:
Internal Dispute Resolution Complaints Received | Stage 1 | Stage 2 |
2017/2018 | 5 | 0 |
2018/2019 | 14 | 8 |
2019/2020 (YTD) | 5 | 4 |
A single individual may be counted more than once in the figures provided if they had both a Stage 1 and Stage 2 complaint.
To ask the Secretary of State for Work and Pensions, how many Child Maintenance Service complaints were made by paying parents in relation to income data not being used to calculate payments; and what proportion of those complaints were upheld in the last three years.
To ask the Secretary of State for Work and Pensions, how many Child Maintenance Service complaints were made by paying parents in relation to income data not being used to calculate payments; and what proportion of those complaints were upheld in the last three years.
It has not proved possible to respond to the hon. Member in the time available before Prorogation.
To ask the Secretary of State for Environment, Food and Rural Affairs, what assessment she has made of the potential merits of establishing an independent body to consider complaints made against veterinarians.
To ask the Secretary of State for Environment, Food and Rural Affairs, what assessment she has made of the potential merits of establishing an independent body to consider complaints made against veterinarians.
It has not proved possible to respond to the hon. Member in the time available before Prorogation.
To ask the Secretary of State for Housing, Communities and Local Government, what the average length of time was for the Housing Ombudsman Service to determine case complaints in the first three months of 2019-20; and how many complaints were dealt with within the six month target during that period.
To ask the Secretary of State for Housing, Communities and Local Government, what the average length of time was for the Housing Ombudsman Service to determine case complaints in the first three months of 2019-20; and how many complaints were dealt with within the six month target during that period.
It has not proved possible to respond to the hon. Member in the time available before Prorogation.
To ask the Secretary of State for Work and Pensions, whether she has made an assessment of the potential merits of recording all calls from benefits claimants to ensure that complaints can be followed up.
To ask the Secretary of State for Work and Pensions, whether she has made an assessment of the potential merits of recording all calls from benefits claimants to ensure that complaints can be followed up.
The Department acknowledges the merit and does record inbound calls to DWP’s helplines in order to make improvements to service and follow-up on any complaints received.