Source · Select Committees · Public Accounts Committee
Recommendation 2
2
The scheme design was too complex and made it difficult for victims to engage with.
Conclusion
The scheme design was too complex and made it difficult for victims to engage with. Many of the difficulties suffered by the Windrush generation were due to insufficient documentation, and yet the Department designed a scheme which demands evidence it acknowledges many claimants do not have. It claims its approach was designed to minimise the evidence required of claimants while also doing enough to be sure that people were eligible for compensation. One area exemplifies the difficulties involved: the Department has made little progress in processing claims where people have died, causing their families further distress. At the time we took evidence, only four out of 132 claims made on behalf of the estate of someone who has died had received payment. More broadly, the Department argues that it tries to strike a balance between simplicity of process while also making the scheme comprehensive but accepts that, in retrospect, it could have done things differently at the beginning. Not administering the scheme effectively undermines the Department’s perceived commitment to righting the wrongs suffered by the Windrush generation and the ambition of its transformation programme. Recommendation: The Department should identify aspects of the claims process which are not working as effectively as they should, for example helping to remove logistical barriers from estate claims, and set out in the Treasury Minute response: • what training and other practical steps it will take to equip caseworkers to act effectively and compassionately; • the changes it plans to make to simplify, improve and made the scheme demonstrably more efficient • how it will measure if it is achieving its intended outcomes. 6 Windrush Compensation Scheme
Government Response
Not Addressed
HM Government
Not Addressed
2.1 The department agrees with the Committee’s recommendation. Target implementation date: March 2022 2.2 Prior to the publication of the Committee's report and in response to feedback from stakeholders and affected individuals, the department had launched a package of support to help those making, or who have already made, claims on behalf of a relative who has passed away to obtain the legal documentation required to process their claims. The department is writing to all those who have already made claims on behalf of a relative without a Grant of Representation and has published information about the support available on GOV.UK: Support available to make a claim as a representative of an estate. A redesigned primary claim form was published on 21 July 2021 (Windrush Compensation Scheme Primary Claimant Claim Form (publishing.service.gov.uk)), which is easier for claimants to complete, and refreshed casework guidance which sets out how caseworkers should apply the balance of probabilities and gather evidence to ensure claimants are only asked to provide the minimum evidence necessary. These measures should reduce the time taken to process claims and improve claimants’ experiences of applying to the Scheme. 2.3 The department is committed to ensuring that caseworkers are equipped to act effectively and compassionately. All staff complete training courses such as ‘The Face Behind the Case’. The department is helping staff with its commitment to bring the Home Office values ‘Compassion, Collaboration, Courteous and Respectful’ to life. 2.4 In addition, the department is working towards Operational Excellence Accreditation. 2.5 To measure improvements and efficiency, the department has implemented a suite of performance data resources. These assist with the management of the teams and allow the department to focus on what is needed to deliver a high quality service to claimants.