Source · Select Committees · Public Accounts Committee
Recommendation 7
7
The Department expressed confidence that the scheme would be quicker and less demanding thanks to...
Conclusion
The Department expressed confidence that the scheme would be quicker and less demanding thanks to the changes it implemented in December 2020.18 We asked what the Department believed was an acceptable period to process claims and heard that it avoided setting such targets as it believes this would create unhelpful incentives for its caseworkers and would overlook the complexity of cases it dealt with.19 However, the Department confirmed its belief that six months of cases awaiting a decision was ‘about the right number’ for it to hold.20 The Department also reiterated its commitment to paying out 90% of claims submitted before the end of 2020 by August 2021.21 The Department told us it was ‘on track’ to meet this target but admitted that this would require a ‘significant uplift in output and productivity’.22 11 Q 29 12 Written answer from the Home Secretary, 29 April 2021 13 Q 35 14 Qq 25, 74 15 Qq 25, 29, 34, 74 16 Qq 29–30 17 Qq 26, 74 18 Q 74 19 Q 60 20 Q 60, C&AG’s Report, para 4.13 21 Q 58, C&AG’s Report, para 4.13 22 Q 58 Windrush Compensation Scheme 9 2 Flaws in design and implementation Complexity
Government Response
Not Addressed
HM Government
Not Addressed
1.1 The department agrees with the Committee’s recommendation. Target implementation date: March 2022 1.2 The Home Office (the department) remains focused on speeding up the processing of claims. On 21 July 2021, the department published a redesigned primary claim form which is easier to complete, and refreshed caseworker guidance which sets out clearly how caseworkers should apply the balance of probabilities and gather evidence to ensure claimants are only asked for the minimum information necessary. Together, these should reduce the time taken to process claims and improve peoples’ experiences of the scheme. 1.3 The department is also recruiting more case workers (thirty-four between November 2021 to January 2022), directing resources to maximise final decision output and improving the evidence-gathering process, including by revising the data-sharing agreements with other government departments and making third party referrals earlier. 1.4 That said, it remains right that we ensure peoples’ individual experiences and circumstances are understood, so they are offered the maximum compensation to which they are entitled. This holistic approach takes time but is ultimately beneficial to individuals. 1.5 This was an internal stretch target and, as such, is not something on which the department intends to report.