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01 Sep 23. War Pension and Armed Forces Compensation Schemes Complaints Process Change. The Ministry of Defence has introduced an updated process for actioning War Pension and Armed Forces Scheme complaints. As part of an ongoing effort to modernise and improve services for customers, the Ministry of Defence has introduced an updated process for actioning War Pension and Armed Forces Scheme complaints, to simplify the process and reduce the time taken to receive a final response.
The streamlined process will see a reduction in the overall stages from five to three following the removal of the Independent Complaints Panel, reducing the internal target time for resolution from 60 to 40 days. It has been developed in consultation with, and endorsed by, the Chairs of the Veterans Advisory and Pensions Committees (VAPCs) and the Parliamentary and Health Service Ombudsman (PHSO).
As of 1 September 2023, the process is as follows:
- Complaints should now be submitted via formal complaints form. A new online form is now available on Gov.uk with support still available via Helpline (0808 1914 218). This online submission method enables complainants to provide all information at the outset, which will enable the MOD to provide a comprehensive and full response as quickly as possible.
- A paper copy for is available via Helpline for non-digital customers.
- Following initial submission, the complainant will receive a response from the Head of the Complaint Resolution Team within 20 working days. If the complaint is not resolved at this first stage, it will be escalated to the Head of Service (or 1* level).
- At each of these two stages, the complainant will be offered a phone call within three working days to ensure all concerns are fully understood, and to help work towards earliest possible resolution.
- If the complaint remains unresolved, it will be escalated to the independent PHSO.
The new process will shorten the time it takes for a complaint to reach the independent Ombudsman where necessary, and MOD will continue to monitor this updated process as part of ongoing continuous improvement efforts.
For further guidance, please visit the complaints procedure page: https://www.gov.uk/government/organisations/veterans-uk/about/complaints-procedure (Source: https://www.gov.uk/)
24 Aug 23. Access to veteran-specific supported housing and health care services at all-time high. The Government has worked with NHS England, housing providers and charities to provide record levels of dedicated support for veterans, as outlined in the latest six monthly report published by the Office for Veterans’ Affairs.
- The Office for Veterans’ Affairs has today published the latest six monthly report
- The UK Government is working to improve veteran care with dedicated support pathways, including the newly launch housing hotline – Op FORTITUDE
- Dedicated health support has reached an all-time high, with at least one veteran-friendly GP practice in 71% of Primary Care Networks
The Government has worked with NHS England, housing providers and charities to provide record levels of dedicated support for veterans, as outlined in the latest six monthly report published by the Office for Veterans’ Affairs (OVA) today.
Op FORTITUDE is a first-of-its-kind, central referral pathway for veterans facing homelessness. The £8.55 m programme aims to eliminate veteran homelessness by matching vulnerable former service personnel with supported housing across the country. It will be rolled out across 14 housing providers and hundreds of housing units by September and brings together Local Authorities and charities.
The Government is also working with NHS England to ensure all veterans can access mental and physical health care that caters to their unique needs. Access to accredited healthcare settings is at an all-time high. 71% of Primary Care Networks have at least one practice accredited as ‘veteran friendly’ and 75% of NHS trusts in England were accredited as ‘veteran aware’.
Minister for Veterans’ Affairs, the Rt Hon. Johnny Mercer MP, said:
This six-monthly report shows the incredible work done here at OVA and by our partners, which I’m immensely proud of. We’ve taken massive strides to making the UK the best place in the world to be a veteran by making sure the right support is available.
We’ve made clear pathways for health care and housing, and are recognising the contributions and sacrifices veterans have made to national security and our local communities.
Going forward, this report sets out the OVA’s plans to publish a Women Veterans’ Strategy, roll out veterans ID cards and support veterans into employment.
Recognising the role of nuclear test veterans, many of whom will receive their dedicated medal ahead of Remembrance Sunday, is just one example of the many ways that the OVA recognises the positive contributions and challenges faced by veteran communities.
Another example is the historic review into the impact of the ban on LGBT personnel serving in the military prior to 2000 has been published, and was followed up with an official apology from Prime Minister Rishi Sunak.
The Government also recently concluded a review investigating the effectiveness and efficiency of welfare services for Armed Forces Veterans. The Veterans’ Gateway, which has already supported over a m veterans and which provides information on financial matters such as pensions and compensation, in addition to other areas, will be transferred to the OVA in 2024. (Source: https://www.gov.uk/)
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SSAFA, the Armed Forces charity, has been providing lifelong support to our Forces and their families since 1885. In 2020, our teams of volunteers and employees helped more than 79,000 people in need, the currently serving (both regulars and reserves), veterans from the Second World War and those who have served in more recent conflicts, as well as their families. SSAFA understands that behind every uniform is a person. And we are here for that person – any time they need us, in any way they need us, for as long as they need us.
https://www.ssafa.org.uk/about-us
https://www.ssafa.org.uk/support-us
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