Duration of open complaints passed to OCWT for a review

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

This request concerns information in your Customer Care Guidance:

"24. The review request form should be completed and submitted to the Customer Care Manager, who will decide whether to pass this to OCWT for a review.

"26. OCWT will then decide whether to review the case. If they do not feel a review is needed then they will explain why and the Customer Care Team will explain this to the service user. If they decide to carry out a review, the case will remain with OCWT who will complete the review and inform the service user of the outcome."

https://www.whatdotheyknow.com/body/parl...

Please provide details of the number of open complaints you have about yourselves as of today that have been passed to OCWT for a review. Specify the numbers for:

1/ service;
2/ decision;
3/ service and decision.

Also provide details of the length of time these complaints have been open with OCWT:

5 working days or less from today;
6-10 working days from today;
11-15 working days from today;
16-20 working days from today;
21-25 working days from today;
26-30 working days from today;
31-40 working days from today;
41-50 working days from today;
50-60 working days from today;
61-80 working days from today;
81-100 working days from today;
101-150 working days from today;
151-200 working days from today;
201-250 working days from today;
251-300 working days from today;
301-350 working days from today; and
351 or more working days from today.

I would be content with "today" being taken as 16 January 2016 or any day in January 2016 if this would be more convenient, whilst allowing for a reply within the statutory time scale.

Yours faithfully,

J Roberts

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


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

Dear Parliamentary and Health Service Ombudsman,

I provided you with the wrong link. The correct link is:

http://www.ombudsman.org.uk/__data/asset...

Also, I numbered the guidance incorrectly - '26' instead of '25'.

Sincere apologies for any inconvenience caused.

Yours faithfully,

J Roberts

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


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

foiofficer, Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts,

 

Your information request FDN-245450

 

On 16 January 2016 you made the following request:

 

"     Please provide details of the number of open complaints you have

     about yourselves as of today that have been passed to OCWT for a

     review. Specify the numbers for:

    

     1/ service;

     2/ decision;

     3/ service and decision.

    

     Also provide details of the length of time these complaints have

     been open with OCWT:

    

     5 working days or less from today;

     6-10 working days from today;

     11-15 working days from today;

     16-20 working days from today;

     21-25 working days from today;

     26-30 working days from today;

     31-40 working days from today;

     41-50 working days from today;

     50-60 working days from today;

     61-80 working days from today;

     81-100 working days from today;

     101-150 working days from today;

    151-200 working days from today;

     201-250 working days from today;

     251-300 working days from today;

     301-350 working days from today; and

     351 or more working days from today.

    

     I would be content with "today" being taken as 16 January 2016 or

     any day in January 2016 if this would be more convenient, whilst

     allowing for a reply within the statutory time scale."

 

I am pleased to notify you that we do hold the information you are
requesting. For clarity I should explain that the Ombudsman’s Casework
Team is now called the Corporate Casework Team. This was explained to you
in Aimee Gasston’s response to your request on 2 February 2016 (our
reference FDN-244760).

 

At 16 January 2016 the Corporate Casework Team had no open reviews that
were passed to them as a result of dissatisfaction with both our service
and decision. They had 49 open reviews that were passed to them because of
dissatisfaction with the decision only. I have provided this data broken
down into length of time in working days since the review  request was
passed to the Corporate Casework Team. Please see Annex A attached. As a
side note, I believe you accidentally asked for data within 50 – 60
working days when you actually meant 51 – 60 working days. I have worked
on this presumption and provided you with the information accordingly.

 

Regarding your question about the number of complaints about our service
which were passed to the Corporate Casework Team [sic] as of 16 January
2016 it may be helpful if I explain that complaints about our service are
dealt with by the Customer Care Team, not the Corporate Casework Team.
Therefore the answer to your question is zero.

 

I hope the information is helpful. If you are unhappy with my handling of
your information request you can ask for an internal review by email at
[1][email address]. Further to that you may complain to the
Information Commissioner’s Office. Their contact details can be found at
[2]www.ico.org.uk     

 

Yours sincerely,

 

Rebyn Buleti

 

FOI/DP team

Parliamentary and Health Service Ombudsman

 

References

Visible links
1. mailto:[email address]
2. http://www.ico.org.uk/

J Roberts left an annotation ()

Number of open decision reviews passed to Corporate Casework Team at 16 January:

49

Number of open decision complaints about PHSO at 1 December 2015:

408

https://www.whatdotheyknow.com/request/d...