Duration of open complaints at time of 'bold decision' in 2013

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

Managing Director Mick Martin has written:

'In 2013 we took a bold decision to change our service. Previously we only investigated cases where we were pretty sure there had been an administrative fault or a failure in service which had led to an injustice. Now we investigate complaints where there might have been these errors.'

http://www.ombudsman.org.uk/about-us/our....

1. Please specify the date the 'bold decision' came into effect.

2. Please provide details of the number of open complaints you had about yourselves as of the day in 2013 the 'bold decision' came into effect. Specify the numbers for:

a. service;
b. decision;
c. service and decision; and

Also provide details of the length of time these complaints had been open:

5 working days or less from the date the bold decision came into effect;
6-10 working days from the date the bold decision came into effect;
11-15 working days from the date the bold decision came into effect;
16-20 working days from the date the bold decision came into effect;
21-25 working days from the date the bold decision came into effect;
26-30 working days from the date the bold decision came into effect;
31-40 working days from the date the bold decision came into effect;
41-50 working days from the date the bold decision came into effect;
50-60 working days from the date the bold decision came into effect;
61-80 working days from the date the bold decision came into effect;
81-100 working days from the date the bold decision came into effect;
101-150 working days from the date the bold decision came into effect;
151-200 working days from the date the bold decision came into effect;
201-300 working days or more from the date the bold decision came into effect; and
301 working days or more from the date the bold decision came into effect .

Yours faithfully,

J Roberts

foiofficer@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


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foiofficer, Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts

 

Your information request (FDN-229520)

 

I am writing in response to your email of 27 July 2015, in which you asked
questions about changes in the Ombudsman’s service and the numbers of
complains about PHSO that were in hand on the date these changes came into
effect.

 

Further information about the More Investigations for More People Strategy
is available on our website.  Please see aim 2 of PHSO’s strategic aims
and objectives here: [1]www.ombudsman.org.uk/about-us/strategic-plan/6  In
addition, the following press release details the plans that were brought
into effect on 2 April 2013

[2]www.ombudsman.org.uk/about-us/news-centre/press-releases/2013/more-investigations-for-more-people

  

You have asked how many complaints about a PHSO service or decision were
in hand on 2 April 2013.  On this date, 125 reviews were in progress.  Of
these, one related to the handling of a Freedom of Information or Data
Protection request (which generally consider elements service and
technical decision-making).  I have provided information relating to the
remaining casework reviews below.

 

o Service complaints: 3
o Decision complaints: 105
o Complaints about both service and decision: 16

 

You have also asked a number of questions about the age of each of these
complaints.  Our records allow me to provide you with the number of
calendar days that each complaint had been open on 2 April 2013.  This
data should provide you with the basis to work out the information you
have asked for in the final part of your request. Please find this data
attached.  If it does not provide you with the information that you need,
please let us know.

I hope that this reply is helpful.

 

Yours sincerely

 

Aimee Gasston

Freedom of Information / Data Protection Officer

Parliamentary and Health Service Ombudsman

W: [3]www.ombudsman.org.uk

 

Please email the FOI/DP team at: [4][email address]

 

From: J Roberts [mailto:[FOI #282721 email]]
Sent: 27 July 2015 16:28
To: foiofficer
Subject: Freedom of Information request - Duration of open complaints at
time of 'bold decision' in 2013

 

Dear Parliamentary and Health Service Ombudsman,

Managing Director Mick Martin has written:

'In 2013 we took a bold decision to change our service. Previously we only
investigated cases where we were pretty sure there had been an
administrative fault or a failure in service which had led to an
injustice. Now we investigate complaints where there might have been these
errors.'

[5]http://www.ombudsman.org.uk/about-us/our....

1.  Please specify the date the 'bold decision' came into effect.

2. Please provide details of the number of open complaints you had about
yourselves as of the day in 2013 the 'bold decision' came into effect. 
Specify the numbers for:

a.  service;
b. decision;
c. service and decision; and

Also provide details of the length of time these complaints had been open:

5 working days or less from the date the bold decision came into effect;
6-10 working days from the date the bold decision came into effect;
11-15 working days from the date the bold decision came into effect;
16-20 working days from the date the bold decision came into effect;
21-25 working days from the date the bold decision came into effect;
26-30 working days from the date the bold decision came into effect;
31-40 working days from the date the bold decision came into effect;
41-50 working days from the date the bold decision came into effect;
50-60 working days from the date the bold decision came into effect;
61-80 working days from the date the bold decision came into effect;
81-100 working days from the date the bold decision came into effect;
101-150 working days from the date the bold decision came into effect;
151-200 working days from the date the bold decision came into effect;
201-300 working days or more from the date the bold decision came into
effect; and
301 working days or more from the date the bold decision came into effect
.

Yours faithfully,

J Roberts

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