§ Mr. Moonmanasked the Secretary of State for Social Services how long on average it takes his Department to reply to a letter from an hon. Member.
§ Mr. CrossmanThe average time is between four and five weeks but of course many letters are answered much more quickly than this while others take longer. The number of letters from hon. Members has risen from just over 11,000 in 1965 to 15,000 in 1968. Many of these letters contain detailed complaints on behalf of constituents, all of which are carefully investigated. These investigations frequently involve time-consuming inquiries at local social security offices or with health service authorities. Furthermore a considerable time is inevitably spent in purely mechanical processes, of which typing and transport to and from buildings inside and outside London account for a good deal. Some work has to be sent to typing pools in the suburbs or the provinces because the pools in London are so overloaded. The minimum time for simply handling the letters and typing final replies can add up to two weeks.
Most Members appear to prefer thorough investigation of their complaints and queries and detailed answers to them, even if this takes some time, to the shorter but more superficial answer which 286W could often be sent more quickly. Replies are always sent as quickly as practical considerations permit.
The average time taken could be very greatly reduced if in answer to letters on individual cases Members were content with shorter replies requiring less detailed investigation. But it is my impression that any change in this direction would be approved only by a very small minority of Members.