8
Accepted
The Department claimed that the scheme was unprecedented, but that it had spoken to ombudsmen...
Conclusion
The Department claimed that the scheme was unprecedented, but that it had spoken to ombudsmen across government in its efforts to design an effective scheme.23 Following the session, the Department wrote to us and described how it drew on the Parliamentary and Health Service Ombudsman’s Principles for Remedy guidance, the National Audit Office’s briefing Administration of time-limited compensation schemes and unspecified ‘good practice from the Home Office and other government departments’.24 The Department acknowledged the design was complex but claimed it attempted to find a balance between a scheme that was comprehensive and one that was easy to understand and apply to.25 The Department told us it did not always achieve this balance, especially at the beginning of the scheme. It also stated that it could have explained some aspects of the scheme better to applicants and that it would consider changes to the guidance it sent them.26 It told us that it was still working to improve that balance through its planned changes to the scheme.27
Government Response Summary
The department agrees with the committee’s observations and outlines several actions already taken or in progress, including launching support packages, publishing a redesigned claim form and refreshed caseworker guidance, providing staff training, and implementing performance data resources, with a target implementation date of March 2022.
Government Response
Accepted
Government Response
Accepted
HM Government
Accepted
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.
Source
Committee
Public Accounts Committee
Inquiry
Home Office recall: Spring 2021
Report
Fourteenth Report - Windrush Compensation Scheme
27 Jul 2021
HC 174
Addressee Bodies
HM Treasury
Timeline
Recommendation age
5.0 yrs
Report published
27 Jul 2021