Question
Pat’s father died in September last year. It took eight phone calls between October and May to be told that everything was in place. It then took another three months to be told that the claim was accepted and literally awaiting dispatch. We are now four months further on. Does the Minister think that it is acceptable for it to take four months to put a stamp on a letter and send it?
Answer
No, it is not acceptable, and if the hon. Member flags that case with me, I will ensure that it is chased. I will not make excuses for Capita’s poor performance; it is accountable for its performance, and frankly it should be ashamed.20% point-scoring
Verdict: GREEN (90/100)
The question asked whether the Minister considers the four-month delay acceptable. The reply answers this directly, stating that it is not acceptable, and says the contractor, Capita, is accountable for its performance. The answer addresses the specific question asked and is clear enough for the asker to act on.
How we got there
| Question item | Coverage | Specificity | Rationale |
|---|---|---|---|
| Whether the Minister considers it acceptable that, after the claim was accepted, it took a further four months for the letter to be sent out. | Addressed | Direct | The item asks whether the Minister considers the four-month delay acceptable, and the reply answers directly with "No, it is not acceptable", which is a clear, unambiguous response to exactly that question. Supporting statements that Capita is accountable and that the Minister will not make excuses for its performance reinforce this position. |