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Case Manager Caseloads

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Dear Department for Work and Pensions,
At a meeting with the Greater Manchester Welfare Rights Advisers Group, Neil Couling noted that case managers have caseloads of 300 cases, or for some case managers up to 450.

Neil Couling also noted when phoning from an unregistered number waits averaged 20 minutes for UC phone queries.

Therefore, please provide:
a) The dataset which Neil Couling relied upon to make these comments regarding case manager caseloads
b) The DWPs targeted number of cases per case manager
c) The dataset which Neil Couling relied upon to make these comments regarding claimants getting through on the phone

Kind regards,

Sean Brawley

DWP freedom-of-information-requests, Department for Work and Pensions

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Dear DWP FOIs,
I note that you have not responded to my request within the time required by statute.

Please respond urgently this week as required.

Kind regards,

Sean Brawley

Department for Work and Pensions

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no-reply@dwp.ecase.co.uk on behalf of DWP Strategy Freedom of Information, Department for Work and Pensions

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Dear Sean Brawley,

I am writing in response to your request for information, received 16th
April.

Yours sincerely,

DWP Central FoI Team

Dear DWP Central FoI Team,

Thank you for your response. I acknowledge you have made a genuine effort to provide relevant data which broadly fulfils my request. However, I must note you have not provided data on the average wait for those calling from unregistered numbers, which is the waiting time I have directly referenced, rather than those quotes.
Please provide this data which is clearly collated.

Yours sincerely,

Sean Brawley

Department for Work and Pensions

Thank you for your email.

DWP email addresses are changing and @dwp.gsi.gov.uk email addresses will soon cease to exist.

All future emails should be addressed @dwp.gov.uk. Please update any records you have.

Your email has been redirected, so you do not need to send it again.

For further information refer to : https://www.gov.uk/government/news/goodb...

Please do not reply to this email, as it has been automatically generated from an unmonitored account.

DWP Strategy Freedom of Information, Department for Work and Pensions

Thank you for your email dated 23 April 2019. We are not obliged to add further comment to the Internal Review, should you wish to pursue the enquiry please see the advice below
 
Your right to complain under the Freedom of Information Act
 
If you are not content with the outcome of the internal review you may apply directly to the Information Commissioner’s Office for a decision. Generally the Commissioner cannot make a decision unless you have exhausted our own complaints procedure. The Information Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow Cheshire SK9 5AF www.ico.gov.uk 
 
Yours sincerely
 
DWP Strategy FoI Team

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Dear DWP Strategy Freedom of Information,
Thanks for your email.

I have not requested an internal review at any point, as is clear from my communications which make no mention of the term. I sent a chase email as you did not respond.

Furthermore, if we were to (incorrectly!) interpret my chase email as a request for a formal internal review, this would be a review of the timelines only. I cannot have requested an internal review of your decision, when no decision has been taken.

I hoped you may provide the data through an informal request only, but I now will indeed request an internal review as below:
However, I must note you have not provided data on the average wait for those calling from unregistered numbers, which is the waiting time I have directly referenced, rather than those quotes.
Please provide this data which is clearly collated.

There has been only one decision email so the internal review process of your decision, an internal review, has not taken place regardless of how you have documented my chase email.

Nonetheless, if you intend to refuse my right to an internal review, please let me know and I will indeed include this in my contact with the information commissioner.

Kind regards,

Sean Brawley

DWP Strategy Freedom of Information, Department for Work and Pensions

Mr Sean Brawley

Thank you for your email dated 24 April 2019.

The replies for requests FoI 10439 and IR 15271 were issued as a combined response on 23 April 2019 which is why you have only received one reply.

As you have now requested an Internal Review, this will now be registered and dealt with  

Yours sincerely
 
DWP Strategy FoI Team

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Dear DWP Strategy FOI Team,
Thanks for your email.

I note that on the 24th of April, you informed me I was not entitled to an internal review.

I am pleased that on the 26th of April you have agreed to open an internal review. I hope the response from the 24th of April will be reviewed as a part of this.

Please can you provide the reference code for my newly opened internal review, so I can be assured an internal review will be undertaken as per your most recent email.

Kind regards,

Sean Brawley

no-reply@dwp.ecase.co.uk on behalf of DWP Strategy Freedom of Information, Department for Work and Pensions

1 Attachment

Dear Sean Brawley,

I am writing in response to your request for information, received 24th
April.

Yours sincerely,

DWP Central FoI Team

We don't know whether the most recent response to this request contains information or not – if you are Sean Brawley please sign in and let everyone know.

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