HC Deb 25 February 1991 vol 186 cc398-9W
Mr. Bellotti

To ask the Secretary of State for Social Security how many forms DS 1060 were sent out by his Department's office at Norcross, Blackpool, in the period 1 January 1990 to 31 December 1990.

Mr. Scott

The information requested is not available.

Mr. Bellotti

To ask the Secretary of State for Social Security what is the average time taken by his Department's office at Norcross, Blackpool, to answer a letter from(a) a member of the public and (b) an hon. Member.

Miss Widdecombe

(a) A quality assessment study has just been completed at North Fylde central office, which includes Norcross, and this shows that in relation to inquiries by members of the public 62 per cent. of letters were answered in less than three weeks. The study shows an improvement over the findings in the last quality assessment exercise. Further positive efforts to improve this aspect of customer service will continue and the results will be monitored. This study also showed that 78 per cent. of those questioned considered the quality of service given to be good or very good.

(b) The precise information is not available in the form requested. However, across the span of the five different benefits the current average lies in the range of five to 12 working days.

Mr. Bellotti

To ask the Secretary of State for Social Security if he will instigate a review of the level of performance of his Department's office at Norcross, Blackpool.

Miss Widdecombe

The North Fylde office at Blackpool is responsible for processing a wide range of diverse benefits each of which is regularly monitored to establish performance levels. Where deficiencies are shown management action is taken to improve the situation. In the case of a major problem recourse to a full review is available to management and such a step has recently been taken in relation to the War Pensions area of work. We are content therefore that satisfactory performance control mechanisms exist at the North Fylde offices.

Mr. Bellotti

To ask the Secretary of State for Social Security how many files have been recorded as lost at his Department's office at Norcross, Blackpool, in 1990.

Miss Widdecombe

The information is not available in the form requested.