Citizens Charter (Hansard, 15 February 1993)

§ 30. Mr. Harry Greenway
To ask the Chancellor of the Duchy of Lancaster how many citizens charters are now in place; how many more are expected; when these are expected; and if he will make a statement.

§ Mr. Robert Jackson
We have published 30 charters, including the Ulsterbus charter launched today. We plan to publish at least 10 more in 1993. Those charters empower the consumers of public services, better enabling them to insist on good quality services and proper redress where things go wrong.

§ Mr. Greenway
Has my hon. Friend seen the interesting Fabian Society pamphlet by Margaret Hodge, the former Labour leader of Islington council, in which she welcomes the publication of local authority performance indicators such as those proposed in the citizens charter? Will he now consider extending the charters and strengthening them to ensure that they are effective for all citizens?

§ Mr. Jackson
My hon. Friend is right to draw attention to Margaret Hodge's pamphlet. A number of serious Labour leaders in local government are coming out in support of some of the Government's actions. Margaret Hodge said—and it is something that is not often supported by Labour Members: Most important, Government can insist that authorities submit their services to external validation … They can insist on publishing outcomes and they can compare performance between authorities". That is the approach of the charter, the approach through local authority audit and the approach endorsed by Margaret Hodge, who has great experience of local government. It is an approach opposed by far too many Labour Members.

§ Mr. Stevenson
Does the Minister accept that, despite the citizens charter, many people who rely on the activities —or inactivities—of the Benefits Agency are suffering badly because of its inefficiency? Because of that serious problem, will the Minister undertake urgently to review the provision of compensation for those who are adversely affected by that inadequate service? Will he report to the House on that matter as quickly as possible?

§ Mr. Jackson
Like the hon. Gentleman, I heard the point made on that subject during Social Security questions earlier. A full apology was made for the circumstances surrounding disability living allowance. The position is improving and it will be put right. I shall draw the attention of my right hon. Friend the Secretary of State for Social Security to the hon. Gentleman's suggestion about compensation.