Winter Fuel Payments (Hansard, 12 November 2001)

§ Mr. Webb
To ask the Secretary of State for Work and Pensions what assessment he has made of the feasibility of using the administrative mechanisms that he uses to ensure that women receive their retirement pension as 575W soon as they reach 60 years to allow him to pay winter fuel payments to women who reach 60 years after the qualifying date but before the end of the winter. [14032]

§ Mr. McCartney
Using a qualifying week allows us to gather and verify household information in order for payments to be made in time for the coldest weather. To do otherwise could compromise our ability to make timely payments to more elderly recipients.

§ Mr. Willetts
To ask the Secretary of State for Work and Pensions how many people have responded to the recent winter fuel payment advertising campaign; and what steps have been taken to evaluate the effectiveness of the campaign. [7913]

§ Mr. McCartney
Press advertising ran over a two week period at the beginning of August 2001 to support a targeted mailing to those newly eligible for a Winter Fuel Payment from winter 2001.
We measured press advertising specific response (period 2–23 August 2001) as follows: A total of 27,016 calls to the Winter Fuel Payment Helpline. Of these 9,389 calls quoted specific press adverts.
Press coupons continue to be returned. Up to 5 October 2001:

19,232 press coupons had been returned requesting a claim form.

154,241 completed claim forms had been returned in total.

Year ended 31 March 1999 Year ended 31 March 2000 Year ended 31 March 2001

Inquiries and complaints received by OPAS 30,984 32,174 36,322

(7,176 written) (7,304 written) (8,415 written)

Inquiries and complaints received by the Pensions Ombudsman 3,067 3,269 3,215

Inquiries and complaints rejected by the Pensions Ombudsman as not suitable for investigation¹ 2,395 2,594 2,409

Complaints upheld by the Pensions Ombudsman to some extent² (percentage) 59 49 39

¹ Most rejections are because the case is not within jurisdiction (eg referred to a different ombudsman) or because the matter has not been fully explored with the body complained against, or because OPAS has not been given an opportunity to resolve the matter. The complainant receives a decision in almost all cases which are within jurisdiction and where the matter has been explored/OPAS consulted.

² As a percentage of those investigated.

Complaints about OPAS are not within the Pensions Ombudsman's jurisdiction and no specific records are kept of complaints made about OPAS and rejected, but if people are unhappy with the result of inquiries made by OPAS they can refer the matter to the Pensions Ombudsman.

	Year ended 31 March 1999	Year ended 31 March 2000	Year ended 31 March 2001
Inquiries and complaints received by OPAS	30,984	32,174	36,322
	(7,176 written)	(7,304 written)	(8,415 written)
Inquiries and complaints received by the Pensions Ombudsman	3,067	3,269	3,215
Inquiries and complaints rejected by the Pensions Ombudsman as not suitable for investigation¹	2,395	2,594	2,409
Complaints upheld by the Pensions Ombudsman to some extent² (percentage)	59	49	39
¹ Most rejections are because the case is not within jurisdiction (eg referred to a different ombudsman) or because the matter has not been fully explored with the body complained against, or because OPAS has not been given an opportunity to resolve the matter. The complainant receives a decision in almost all cases which are within jurisdiction and where the matter has been explored/OPAS consulted.
² As a percentage of those investigated.