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Jobcentre Plus: Standards

Volume 495: debated on Monday 6 July 2009

To ask the Secretary of State for Work and Pensions what recent guidance her Department has issued to Jobcentre Plus offices on waiting times in jobcentres; and if she will place in the Library a copy of such guidance. (271620)

The administration of Jobcentre Plus is a matter for the acting chief executive of Jobcentre Plus, Mel Groves. I have asked him to provide the right hon. Member with the information requested.

Letter from Mel Groves:

The Secretary of State has asked me to reply to your question asking what recent guidance his Department has issued to Jobcentre Plus offices on waiting times in jobcentres; and if he will place in the Library a copy of such guidance. This is something which falls within the responsibilities delegated to me as Acting Chief Executive of Jobcentre Plus.

Whilst we have not issued any specific guidance on waiting times, as part of our commitment to service standards, we always try to see customers on time if they have an appointment. To help manage rising business volumes we have implemented a number of related measures. These include speeding-up the recruitment, training and deployment of additional staff; and adopting a first-available personal adviser approach to make more effective use of resources and to minimise waiting times.