§ Mr. EvansTo ask the Parliamentary Secretary, Lord Chancellor's Department,pursuant to his answer of 17 July, Official Report, column 412W, on the Public Guardianship Office, if he will make a statement on the level of customer complaints about the Public Guardianship Office. [73890]
§ Ms Rosie WintertonOf the complaints received the most common theme was delay. The PGO has, in the course of major restructuring, and a move out of central London, lost a large number of experienced staff. It is now taking steps to restore service levels, including: a local recruitment campaign, intensive training courses, re-siting of case files adjacent to case work teams, a reconfiguration of the new telephone system and the introduction gradually of an electronic records management system to replace the largely paper based one.