Recommendation 22: Update healthcare complaints handling guidance
From The Brook House Inquiry Report, published 19 September 2023.
Recommendation
The Home Office must review and update Detention Services Order 03/2015: Handling of Complaints to ensure that appropriate guidance is given to healthcare providers on the investigation and handling of complaints specific to the provision of healthcare in an immigration detention setting. The Home Office must ensure that training about the updated guidance takes place on a regular (at least annual) basis for staff dealing with healthcare complaints, as well as those responsible for managing them. The training must be subject to an assessment. Healthcare providers in immigration removal centres must ensure that all healthcare complaints are robustly investigated in accordance with the updated guidance. The methodology and outcomes must be clearly communicated, including to the detained person. They must also ensure that appropriate, regular (at least annual) training and guidance is provided to those holding responsibility for the investigation of healthcare complaints.
In brief (written by this site)
In January 2025, Dame Angela Eagle, Minister of State at the Home Office, stated that recommendation 22 had been accepted or partially accepted and was "met and closed as of October 2024" (Dame Angela Eagle response, Jan 2025; Dame Angela Eagle, Jan 2025). Previously, in its March 2024 response, the department reported that a comprehensive review into complaints, including medical complaints, and whistleblowing processes was being undertaken, with Detention Services Orders to be updated once the review was complete (Home Office response, Mar 2024).
Sources
AI-generated summary of the record on this page, checked by a second model and automatic checks, 27 Sep 2026. The record below is the sources' own words.
Government response
30 out of the 33 recommendations made by the Brook House Inquiry have been accepted or partially accepted.
How this response relates to the recommendation
Site note: The written answer gives this sentence once, for 30 of the 33 recommendations together: every recommendation except 7, 19 and 30, which it says were rejected. It does not say which of the 30 were accepted in full and which in part, so the site records "Accepted, fully or in part (not specified)". The same words are recorded on recommendations 4, 5, 6, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 31, 32 and 33. Recommendations 1, 2 and 3 are among the 30 but are not given this row, because the Minister's letter of 22 May 2025 states a position on each of them.
Earlier statement from Home Office (1)
6.9.1. A comprehensive review into complaints, including medical complaints, and whistle blowing processes is being undertaken. This has involved a review of the existing DSOs and improving the visibility of communications about and accessibility to complaints processes within every IRC. Engagement with residents themselves, as well as with the IMB and Prisons and Probation Ombudsman (PPO), is also being undertaken to obtain feedback on the existing complaints process. The DSOs will be updated once the review is complete.
How this response relates to the recommendation
Site note: CP 1041 is organised by ten key issues, not by recommendation, and states no position on any individual recommendation. Its only general statement of acceptance is that "The government has carefully considered and accepts the broad thrust of the recommendations". The words "in principle" do not appear anywhere in the document.
Delivery
Home Office says completed (15 January 2025)
12 recommendations (recommendations 1, 2, 3, 4, 6, 14, 18, 22, 23, 24, 25 and 26) met and closed as of October 2024
Site note: One written answer of 15 January 2025 addresses all 33 recommendations in groups: it names each recommendation in one of four groups and says nothing further about any of them individually. It does not say which of the 30 it describes as "accepted or partially accepted" were accepted in full and which in part.
Site note: The source gives this passage once, for the 12 recommendations it describes as met and closed. The same words are recorded on recommendations 1, 2, 3, 4, 6, 14, 18, 22, 23, 24, 25 and 26.
Responsible bodies
Themes and tags
Who has spoken
- Home Office
Response, delivery statement