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Jobcentre Plus: Complaints

Volume 497: debated on Monday 12 October 2009

To ask the Secretary of State for Work and Pensions with reference to the answer of 26 November 2008, how many formal complaints of each type were received by Jobcentre Plus in each region in (a) 2008-09 and (b) 2009-10 on the latest date for which figures are available; and if she will make a statement. (290825)

[holding answer 9 September 2009]: 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 hon. Member with the information requested.

Letter from Mel Groves:

The Secretary of State has asked me to reply to your question asking, with reference to the Answer of 26 November 2008, how many formal complaints of each type were received by Jobcentre Plus in each region in (a) 2008-09 and (b) 2009-10 on the latest date for which figures are available. This is something that falls within the responsibilities delegated to me as Acting Chief Executive of Jobcentre Plus.

Jobcentre Plus operates a three-tiered feedback process in response to issues raised by customers:

level 1 is feedback received at a specific Jobcentre Plus Office responded to by the Site Manager;

level 2 is feedback received by the District Manager or feedback not resolved at level 1;

level 3 is feedback received direct by the Chief Executive, particularly correspondence from MPs, or feedback not resolved at level 2.

The information requested is shown in the following tables.

Level 1 and 2 complaints received by Jobcentre Plus

Jobcentre Plus region

2008-09

2009-10

East Midlands

948

381

East of England

3,901

1,981

London

4,008

2,230

North West

3,672

1,296

North East

2,125

1,002

Scotland

3,841

1,425

South East

4,435

2,020

South West

5,783

2,253

West Midlands

3,540

1,611

Wales

2,883

1,266

Yorkshire and Humberside

2,853

1,588

Level 3 complaints received by Jobcentre Plus

Jobcentre Plus region

2008-09

2009-10

East Midlands

204

77

East of England

474

214

London

781

284

North West

379

175

North East

159

55

Scotland

250

111

South East

636

277

South West

391

134

West Midlands

207

86

Wales

228

101

Yorkshire and Humberside

245

79

The figures for 2009/10 are up to the end of July.