Delay
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Delay is a theme common to many of the complaints that come to the Ombudsman. We expect public bodies to deal with people promptly, within reasonable timescales and within any published time limits. But we also accept that things can often take longer than the customer wants and that delay is sometimes unavoidable and not maladministrative. However, where things do take longer than they should, the body should make sure that they manage delayed cases in a way that is fair to all those affected; they should have mechanisms in place to enable them to consider representations about exceptional circumstances; and they should give people information about when they can expect their case to be progressed.
Where delay constitutes maladministration, bodies should take responsibility for that; putting in place measures to ensure that the impact on individuals is taken into account and that redress – when appropriate – is offered. It is not acceptable simply to argue that one individual has waited no longer than others in a similar position.
The three cases that follow serve to illustrate how maladministrative delays can impact on people and, indeed, on the public purse.
‘I am so glad it is almost at an end, and feel like a cloud has been lifted after all these years.’
Mrs Q complained about the Department for Work and Pensions and the Service Personnel and Veterans Agency.
