DWP cases increased by 83% in last 3 years: Why DWP is ignoring the State Pensioners Know Reasons

DWP cases increased by 83% in last 3 years: The Department for Work and Pensions (DWP) has seen a significant rise in the number of cases referred to its complaints watchdog, the Independent Case Examiner (ICE), over the past three years.

DWP cases increased by 83% in last 3 years

Surge in Complaints to the Independent Case Examiner

Increase in Cases Reviewed by ICE

Between 2020 and 2023, the number of cases accepted by ICE for review increased by 83%. The latest figures show that 5,808 people contacted ICE about DWP businesses in 2023-24, a significant jump from 4,205 in 2020-21. Of these, 1,856 cases were accepted for review, compared to 1,013 cases three years earlier.

ICE acts as an independent body that examines unresolved complaints after individuals have exhausted the internal complaints procedure of the DWP or its associated businesses. The role of ICE is to ensure fairness and provide recommendations to the DWP for improving its services.

Breakdown of Complaints

In 2023-24, 23,748 complaints were made about DWP businesses. ICE cleared 2,648 complaints, which included 1,856 accepted for review, 759 resolved, 325 settled, and 62 withdrawn. In cases where ICE took on investigations, it upheld complaints either partially or fully in just over half of them.

Key Areas of Complaints

The majority of complaints ICE received were related to the following DWP services:

• Child Maintenance Group: 1,519 complaints, with 731 investigated and 60% upheld.
• Universal Credit: 817 complaints, with 517 accepted for investigation.
• Disability Benefits: 236 complaints, with 158 accepted.
• Retirement Services: 221 complaints, with 131 accepted.
• Other Working-Age Benefits: 188 complaints, with 146 accepted.
• Contractual Provision: 175 complaints, with 101 accepted.
• Debt Management: 99 complaints, with 72 accepted.

ICE’s Role and Efforts to Improve Complaint Handling

Improvements in Handling Complaints

The ICE office has made significant strides in reducing the time it takes to resolve complaints. On average, cases that required a full investigation report were cleared within 15.6 weeks, well within the 20-week target. ICE met this target in 69% of cases, a substantial improvement from previous years when delays were more common.

Feedback and Recommendations

Independent case examiner Joanna Wallace emphasized the importance of providing thorough investigations and recommendations to the DWP. In her foreword to the annual report, Wallace highlighted the changes in the nature of complaints, often tied to the introduction of new benefits or maintenance schemes. She also acknowledged the efforts of her team in adapting to the increased workload and thanked DWP staff for their cooperation.

Continuous Improvement

Wallace noted that her office has made “significant changes” in how they work to improve efficiency and handle the growing number of complaints. This includes speeding up the resolution process while maintaining the integrity and completeness of investigations.

Conclusion

The increase in complaints to ICE reflects ongoing challenges in DWP service delivery, particularly as new benefits and schemes are introduced. However, ICE has made notable progress in managing and resolving these complaints more efficiently. As the DWP continues to support millions of people annually, it remains committed to improving its services, guided by the feedback and recommendations from the independent case examiner.

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