Temporary staff who decided outcome of complaints in 2014/15 and 2015/16

J Roberts made this Freedom of Information request to Parliamentary and Health Service Ombudsman

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Dear Parliamentary and Health Service Ombudsman,

Please provide for each of the business years 2014/15 and 2015/16 the number of temporary staff recruited who decided the outcome of complaints. Break the figures down to show job titles.

For the same years, please provide the number of permanent staff who decided the outcome of complaints.

For the same years, please provide the number of complaints decided by 1. permanent staff and 2. temporary staff.

Yours faithfully,

J Roberts

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


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Fiona Watts left an annotation ()

Excellent request J Roberts. This FOI will be of interest to many victims of PHSO maladministration.

If I had known that the Ombudsman system was a shame (supported by MPs and Government agencies) I would never have shared so much personal and private data.

I cannot cope with having to read my PHSO records because it seems that the Ombudsman manages to recruit the most nastiest, cruel employees with no clear ethics or integrity.

On top of this, I feel violated that so many UNSUITABLE people were given access to my personal data.

Therefore, your query is poignant to me because the turnover of staff who got access to my case was shocking. For example, one spoke and wrote to one person one month & they'd left the job a month later ...

J Roberts left an annotation ()

Fiona,

I'm sorry to read of your treatment by the Ombudsman. I believe that the Ombudsman uses a lot of temporary labour to clear the desks, and I understand the procedure for dealing with an 'upheld' complaint involves much more scrutiny than a complaint that is rejected. A person on a temporary contract with a large caseload might be inclined to cut corners.

Jt Oakley left an annotation ()

They used to be paid per case... £700.

Don't know if they still are.

It if it was you..how fast would you want you're money?

:::

You might recall this.. ..

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

It's primarily about temp caseworkers but also states the Dame Julie Mellor was arrogantly ignoring court verdicts. Tut.

As you know, she eventually had to resign - on that very thing.

Nb And there are also relocations to Manchester.

:::

Former annotation on caseworkers/PHSO ignoring Tribunal verdicts.

PHSO service complaint investigations - carried out by external amateur £700-a-caseworkers - are a new low.

Apparently, court judgements, specifically slating the PHSO's service, made by a tribunal and QC specialist judge, are rubbish. And can be safely ignored. Because the PHSO's service is impeccable.

.. But, realistically, what unprofessional non-specialist external caseworker - on a renewable £700-a-case contract - would investigate a service complaint about the PHSO fairly - and without bias?

But perhaps these £700 home-based employees are temporary measure due to the combo-reorganisation?

And the usual (ab) normal caseworker service will be resumed once the details of the reorganisation and its new offices (if any) are known.

It wouid be no use employing someone in say...London, if the offices are to be centralised to somewhere like the cheaper Manchester.

InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear J Roberts

 

Your information request: FDN 274266

 

I write in response to your information request of 31 December 2016 in
which you asked:

 

1) ‘Please provide for each of the business years 2014/15 and 2015/16 the
number of temporary staff  recruited who decided the outcome of
complaints.  Break the figures down to show job titles.

2) For the same years, please provide the number of permanent staff who
decided the outcome of complaints.

3) For the same years, please provide the number of complaints decided by
1. permanent staff and 2. temporary staff’.

 

Response

 

1) Please see the table below which sets out the number of temporary staff
recruited during 2014/15 and 2015/16 who made decisions on complaints.
This has been broken down by job title as requested.

 

 

2014/15 2015/16
Caseworker 6 8
Investigator 2 1
Project Officer 0 46
Total 8 55

 

2) In 2014/15, the number of permanent staff who decided the outcome of a
complaint was 285 and in 2015/16 this was 263.

 

3) Please see the below table which sets out the number of complaints
closed by permanent and temporary staff in 2014/15 and 2015/16.

 

 

2014/15 2015/16 Total
Permanent 27547 27958 55505
Temporary 110 1408 1518
Total 27657 29366 57023

 

I hope this response is helpful. If you wish to discuss this further
please do not hesitate to contact me. If you are unhappy with the handling
of your request you can ask for an internal review by emailing
[1][Parliamentary and Health Service Ombudsman request email].

 

Beyond that, it is open to you to complain to the Information
Commissioner’s Officer ([2]www.ICO.org.uk).

 

Kind regards

 

FOI/DP Officer

Parliamentary and Health Service Ombudsman

T: 0300 061 1516

E: [3][Parliamentary and Health Service Ombudsman request email]

W: [4]www.ombudsman.org.uk

 

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Dear InformationRights,

I can't read the tables, please resend.

Yours sincerely,

J Roberts

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


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InformationRights, Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts

I am unsure why the formatting of the table has changed. I attach a PDF version of the response.

Please let me know if there are any problems.

Kind regards

FOI/DP Officer
Parliamentary and Health Service Ombudsman
T: 0300 061 1516
E: [email address]
W: www.ombudsman.org.uk

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J Roberts left an annotation ()

It is noteworthy that the number of temporary staff who made decisions on complaints in the years 2014/15 and 2015/16 increased from 8 to 55 (almost all Project Officers). The number of complaints decided by temporary staff increased from 110 to 1,408 (almost 1,300 per cent).

More information on Project Officers can be found here:
https://www.whatdotheyknow.com/request/3...

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