This is an HTML version of an attachment to the Freedom of Information request 'Benefit related deaths'.

Guidance for Peer Review authors 
 
General 
 
Your role is to review the case taking into account the whole claimant journey 
– looking at both any variances from Customer Journey national standards at 
the local level and any improvements required to the Customer Journeys. 
Peer Reviews are a continuous improvement tool and are not to be used to 
seek out or apportion blame. 
 
 
The Peer Review process complies with the Ombudsman’s Principles of 
complaint handling: 
 
  Getting it right 
  Being customer focused 
  Being open and accountable 
  Acting fairly and proportionally 
  Putting things right 
  Seeking continuous improvement 
 
 
You need to consider all the available evidence and if required you can ask 
for additional documents. The part of DWP that commissioned the Peer 
Review will supply a detailed chronology. You need to consider all guidance 
appropriate to the individual case that was in force at the time.  The PR Focal 
Point can help you to gain legal advice, should you need it to enable you to 
complete the review.  However, all reviews that may prove to be contentious 
will be cleared by Legal Services before they are finalised.  The PR Focal 
Point will ensure this is done once you have submitted you’re signed off draft 
to it.  Should you receive any communications from external organisations 
about a Peer Review you have worked on, or are working on, you must refer 
them to the PR Focal Point for a response. 
 
For ESA, DLA and PIP cases 
 
It is not your role to review the decision(s). If you feel that the medical 
assessment should be reviewed then the PR Focal Point can liaise with 
Health and Wellbeing Division to request a formal review. 
 
Suicide/alleged suicide reviews 
 
You need to take into account actions that happened up until the customer’s 
death, actions after that date can be considered but are usually outside of the 
scope of the investigation. The PR Focal Point can arrange for Legal 
Services’ advice can be sought if required. 
 
Local and National recommendations 
 

Any local recommendations you identify in the review will be taken forward by 
the part of DWP that commissioned the review. 
 
Recommendations that impact on national Customer Journeys will be handled 
by Operational Excellence Directorate. 
 
Peer Review sign off 
 
The Peer Review report must be signed off by the OSN Chair, please ensure 
that this approval has been gained before returning the report to the PR Focal 
Point.