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Ombudsman 'took eye off the ball' Ombudsman 'took eye off the ball'
(20 minutes later)
People complaining about government services are waiting up to seven months for the Parliamentary and NHS Ombudsman to launch a probe, MPs have heard.People complaining about government services are waiting up to seven months for the Parliamentary and NHS Ombudsman to launch a probe, MPs have heard.
Decisions are meant to be taken by the department within 40 working days.Decisions are meant to be taken by the department within 40 working days.
Ombudsman Ann Abraham admitted her office had "taken their eye off the ball" and "had a bad year last year".Ombudsman Ann Abraham admitted her office had "taken their eye off the ball" and "had a bad year last year".
But she said changes had been made to management systems and although they would not hit their 40 day target next year they would "get there" in the end.But she said changes had been made to management systems and although they would not hit their 40 day target next year they would "get there" in the end.
Anyone making a complaint to the Ombudsman should receive acknowledgement of receipt within 48 hours, Mrs Abraham told the Commons public administration committee.Anyone making a complaint to the Ombudsman should receive acknowledgement of receipt within 48 hours, Mrs Abraham told the Commons public administration committee.
The Ombudsman will then decide whether it can investigate - and should give a ruling on this within 40 days, a target which has doubled since 2005.The Ombudsman will then decide whether it can investigate - and should give a ruling on this within 40 days, a target which has doubled since 2005.
'Structural weaknesses''Structural weaknesses'
Mrs Abraham said the rules on the kind of cases she could investigate had been tightened up which meant she now took on fewer but "more meaty" cases.Mrs Abraham said the rules on the kind of cases she could investigate had been tightened up which meant she now took on fewer but "more meaty" cases.
But she said the department had trouble recruiting properly qualified staff and had experienced problems with its internal management systems, which had led to a backlog of cases.But she said the department had trouble recruiting properly qualified staff and had experienced problems with its internal management systems, which had led to a backlog of cases.
"I didn't see it coming and that has been a serious and great concern to me. I want to be exemplary and I am well aware that these are not exemplary results. I can only say that it is my absolute intention that we will do better by the end of this financial year." she told the committee."I didn't see it coming and that has been a serious and great concern to me. I want to be exemplary and I am well aware that these are not exemplary results. I can only say that it is my absolute intention that we will do better by the end of this financial year." she told the committee.
She said the department was not short of resources and had not been distracted by a £3.5m investigation it was carrying out into Equitable Life. She said the department was not short of resources and had not been distracted by a £3.5m investigation it had been carrying out into the regulation of Equitable Life.
She said her team had "taken our eye off the ball" - and it was her responsibility to address the "structural weaknesses in our organisation" which meant they had trouble coping with an influx of complaints.She said her team had "taken our eye off the ball" - and it was her responsibility to address the "structural weaknesses in our organisation" which meant they had trouble coping with an influx of complaints.
"I am not going to talk about individual members of staff and you are not going to persuade me to," she told the committee."I am not going to talk about individual members of staff and you are not going to persuade me to," she told the committee.
Labour MP Gordon Prentice read out a letter from another MP's constituent who said he had waited seven months for the Ombudsman to reach a decision on whether to launch an investigation.Labour MP Gordon Prentice read out a letter from another MP's constituent who said he had waited seven months for the Ombudsman to reach a decision on whether to launch an investigation.
Most complaintsMost complaints
Mrs Abrahams said her aspiration was to deal with 80% of complaints within 40 days but she admitted that would not happen in the next year.Mrs Abrahams said her aspiration was to deal with 80% of complaints within 40 days but she admitted that would not happen in the next year.
She denied the backlog of cases would lead to fewer investigations being launched, although she admitted it might influence decisions on "borderline" cases.She denied the backlog of cases would lead to fewer investigations being launched, although she admitted it might influence decisions on "borderline" cases.
According to its annual report, the Parliamentary Ombudsman received 12,532 complaints last year, of which 8%, or 951, were investigated.According to its annual report, the Parliamentary Ombudsman received 12,532 complaints last year, of which 8%, or 951, were investigated.
More than three quarters of complaints were rejected because they were not properly made, judged "premature" or were about bodies which were not under the Ombudsman's jurisdiction.More than three quarters of complaints were rejected because they were not properly made, judged "premature" or were about bodies which were not under the Ombudsman's jurisdiction.
The Department of Work and Pensions attracted the most complaints, including 1,063 about Job Centre Plus and 868 about the child support agency.The Department of Work and Pensions attracted the most complaints, including 1,063 about Job Centre Plus and 868 about the child support agency.