Learning for the future
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An organisation the size and complexity of DWP will always receive complaints. It is, therefore, essential that complaints are recognised as a source of information which can create opportunities for service improvement.
As the Ombudsman’s Principles of Good Complaint Handling make clear, in addition to seeking an appropriate outcome to individual complaints, it is good practice for bodies to review complaints and the lessons that can be learnt from them in a wide context. The Ombudsman therefore expects bodies in her jurisdiction, in the light of their own knowledge of the complexity and challenges of their particular organisation, to reflect on whether they should do more than she has recommended in specific cases.
DWP have told us that as a result of learning from the cases in this digest:
- They are reviewing the guidance they give to staff about making redress for maladministration, with the aim of making it reflect more closely the Ombudsman’s Principles for Remedy and HM Treasury’s Managing Public Money, and that the new guidance will be supported by more detailed training.
- They will encourage staff who make decisions on redress not to treat the departmental guidance on financial redress as a rigid set of rules.
- The Child Maintenance and Enforcement Commission are reviewing the redress they make to wrongly identified non-resident parents, to ensure that it reflects properly the impact of their errors.
In addition DWP have told us that:
- Jobcentre Plus have gone beyond the recommendations we made in the case of Mr W, amending standard letters about mortgage payments to include a specific reference to the upper limit on assistance with mortgage interest.
- As a result of Mr and Mrs A’s case, Jobcentre Plus are reviewing security arrangements and their recruitment policy.
- Jobcentre Plus are reviewing their complaint handling guidance to reflect the Ombudsman’s Principles of Good Administration and Principles of Good Complaint Handling.
- As a result of Miss G’s case, The Pension Service have written to almost 55,000 people who may also have received inaccurate pension forecasts.
These initiatives will be judged by their outcomes. Nonetheless, we welcome this work.
