Latest Public Sector News

20.05.13

Big rise in complaints to Home Office, DWP and MoJ

New data published by the Parliamentary Ombudsman highlights the variation in complaints to different Government departments.

The move aims to encourage public sector organisations to use complaints to improve the services they offer. The report also sets out action that needs to be taken to address issues of increased complaints.

The department with the highest number of complaints was the DWP with 2,695 complaints in 2012 – a 13% increase on the previous year. The Home Office received 1,417 – an 84% increase. Over 80% of these complaints were related to the UKBA. The Ministry of Justice saw complaints increase by 10% to 1,109.

On the other hand, Defra made significant improvements in complaint handling, particularly its Rural Payments Agency.

The Parliamentary Ombudsman, Julie Mellor said: “Often when people complain to us, they tell us that their main motivation is to ensure that the mistakes they’ve experienced don’t happen to anyone else. They want their complaint to make a difference. But, worryingly, our research shows that almost two thirds of people don’t believe it will. We want to change that view.

“We have provided information on the types of complaints we receive about government departments and the action that we believe they are taking to address them. In some cases we’ve flagged up where they need to work harder. By sharing this knowledge we want to help ensure that complaining can lead to real improvements in public services.

“I urge all permanent secretaries heading government departments to ensure that complaint information is shared and analysed at board level. Department and agency boards should be looking at the number of complaints they get, what any trends say about their organisation, and what action needs to be taken to address the issues people are complaining about. By doing this, complaints can help to drive real improvements in the services public sector organisations deliver.”

Tell us what you think – have your say below, or email us directly at opinion@publicsectorexecutive.com

Image c. joe logon

Comments

There are no comments. Why not be the first?

Add your comment

 

related

public sector executive tv

more videos >

last word

Collaborative working is the key to the future at home and abroad

Collaborative working is the key to the future at home and abroad

David Hawkins, operations director at the Institute for Collaborative Working (ICW), on why ISO 44001 is a new evolution in collaborative working. The past 12 months have seen seismic changes b more > more last word articles >

public sector focus

View all News

comment

An integrated approach to greening public transport

28/04/2017An integrated approach to greening public transport

Dave Pearson, director of transport services at West Yorkshire Combined Aut... more >
Unlocking the combination to criminal justice reform

28/04/2017Unlocking the combination to criminal justice reform

If new mayors want to improve the life chances of their communities, help t... more >

interviews

Maintaining the momentum for further devolution

25/04/2017Maintaining the momentum for further devolution

Ahead of this year’s mayoral elections, Lord Kerslake, the former hea... more >

most read

Shared Services and Outsourcing Week

the raven's daily blog

A watershed moment in British democracy

02/05/2017A watershed moment in British democracy

The upcoming mayoral elections represent a watershed moment in the history of British democracy, reports PSE’s Luana Salles.  On 4 May, voters across six regio... more >
read more blog posts from 'the raven' >

editor's comment

11/04/2017A watershed moment in British politics

The government has now officially triggered Article 50, formally starting the process of Britain’s exit from the EU. How this will affect local government, the wider public sector and the Civil Service remains to be seen, but the likelihood of it being plain sailing with the enormity of the task ahead seems rather unlikely.  It is, therefore, quite appropriate that in this edition of PSE Professor Chris Painter reflects on the profound changes that have taken place in the... read more >