“'Obscene' 18-month delay for DWP complaints”

The request was successful.

Dear Department for Work and Pensions,

A concerning story has appeared on the BBC website about ICE delays in dealing with DWP complaints:

https://www.bbc.co.uk/news/business-5132...

In response to an evidence-based claim that it takes about 18 months before a complaint is “opened” from the dated ICE “accept” it, the DWP responded:

"The vast majority of complainants are satisfied with the service they receive."

Can you confirm that this statement relates to the service complainants receive from ICE? If so, please provide the information on which the statement was based. Include the survey results and the questions respondents were asked. If not, please confirm what exactly it does refer to, and provide the survey results and the questions respondents were asked.

Yours faithfully,

J Roberts

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

This is an automated confirmation that your request for information has
been accepted by the DWP FoI mailbox.
 
By the next working day your request will be forwarded to the relevant
information owner within the Department who will respond to you direct. 
 
If your email is a Freedom of Information request you can normally
expect a response within 20 working days.
 
Email FOI responses will be issued from [1][email address]
We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk mail.  
 
Should you have any further queries in connection with this request do
please contact us.
 
[2]http://www.gov.uk/dwp
 
 

show quoted sections

References

Visible links
1. mailto:[email address]
2. http://www.gov.uk/dwp

J Roberts left an annotation ()

Not long ago the DWP was singing the praises of ICE. From the most recent annual report (p.73):

“Productivity in the ICE office has increased by 21% in the current reporting year, with the Office having concluded 944 complaint examinations in 2018-19, compared to 779 the previous reporting year.”

https://assets.publishing.service.gov.uk...

no-reply@dwp.ecase.co.uk on behalf of DWP CAXTON HOUSE Communications, Department for Work and Pensions

1 Attachment

Dear J Roberts,

I am writing in response to your request for information, received 3rd
February.

Yours sincerely,

DWP Central FoI Team

J Roberts left an annotation ()

“Complainants who said they were satisfied with our service" varied between 81.3% and 86.7% for each quarter of 2018/19. It was exactly 87.0% for each of the first three quarters of 2019/20." Growing satisfaction, apparently.