Source · Select Committees · Home Affairs Committee
Recommendation 23
23
Deferred
Collect data on how Windrush Compensation Scheme applicants heard about it.
Conclusion
When individuals apply for the Windrush Compensation Scheme, the Department should collect data on how they heard about it. This would allow for proper evaluation of their outreach work and help decide where more resources should be targeted. (Paragraph 69) Reaching all affected communities
Government Response Summary
The government response details the internal processes for embedding changes to the standard of proof, including staff training, quality assurance, case conferences, and independent review mechanisms, without addressing the recommendation to collect data on how claimants heard about the scheme.
Government Response
Deferred
HM Government
Deferred
Changes made regarding standard of proof have been embedded across the case working operation. This has been delivered through workshops between operational and policy colleagues where case studies are considered and the approach discussed. This is designed to build capability amongst staff and ensure consistency in the decision making process. It also forms the basis of training for new staff members. Feedback is given to case workers by the Quality Assurance Team. This team hold regular case conferences to discuss issues, themes and analyse any trends that have been identified. The aim is to ensure the highest possible award can be given to the customer. Where a case worker feels that there is any inconsistency in the advice given, an independent escalation process has been put in place to resolve issues. Our Tier 1 reviewers provide feedback directly to both case workers and quality assurance team members. A review forum for both Tier 1 and 2 cases is also held, so lessons can be learned on recommendations made, and any errors can be addressed. Tier 2 review by the Adjudicator’s Office which is independent from the Home Office already follows the Ethical Decision-making Model.