Scotland’s Redress Scheme - clarity on timelines, caseloads and survivor-centred improvements: FOI release

Information requested

You asked a range of questions related to Scotland's Redress Scheme.

I have set these out below with answers.

Response

1. a) What are the latest median and 90th-percentile times for: application submission → caseworker allocation (SG)?

While our aim is to provide information whenever possible, in this instance the Scottish Government does not have the information you have requested. While our Case Management System records the date of allocation, this does not always reflect the initial date of allocation. This date is overwritten when an application is reallocated to another case worker, for example due to annual leave, sickness absence or a case worker leaving.

Where a survivor or next of kin applicant is suffering from a terminal illness or is over 68 years old, their application is prioritised when being allocated to a Scottish Government caseworker. All current priority applications are allocated to caseworkers and we are currently allocating new non-priority applications from February 2025.

b) What are the latest median and 90th-percentile times for: Redress Scotland receipt → panel decision?
c) When were these last reviewed and what are the improvement targets?

While our aim is to provide information wherever possible, in this instance the Scottish Government does not have the information you requested. However, you may wish to contact Redress Scotland at information@redress.scot, who may be able to help you. The reasons why we do not have the information are explained in the Annex to this letter.

2 Case-worker capacity and continuity
a) What is the average active caseload per case worker and the safe maximum you operate to?

As at 14 October 2025 there were 1956 applications allocated to a case worker. This reflects applications which are at varying stages of the process, but which have not yet been closed. This will include applications which are with Redress Scotland for a determination as well as an applications where an applicant has received an offer but is considering this. As at 14 October 2025, there were 20 case workers.

Every application is unique and will progress at varying speeds depending on a number of factors including level of completeness when received, availability of care search records and verification checks required to be undertaken.

b) What steps ensure continuity (same worker where possible) and a trauma-informed handover where not, so survivors aren’t asked to re-disclose sensitive material?

All information related to every application is stored securely on our bespoke case management system. Where an applicant has applied to the scheme initially for a fixed rate payment, and subsequently applies for an individually assessed payment, where possible the same case worker will be allocated.

Whilst this is not always possible, all information related to any previous application is easily accessible for the newly assigned caseworker to review. Where the previous caseworker still remains in post, there is opportunity for further discussion and handover prior to further discussion with the applicant.

Where a case worker is on a period of planned leave, every effort will be made to ensure that an applicant is aware prior to this and how to contact the scheme should this be required. A full handover of any cases which will require further action in the absence of the allocated case worker will be conducted with the Team Leader.

3 Making the process easier while we wait
a) What immediate measures are in place to reduce duplication of questions and reliance on re-telling?

Applicants are allocated a dedicated caseworker which should reduce duplication of questions and reliance on re-telling.

The aim is for the caseworker to support the survivor through the entirety of the process. When applicants call or write in to the scheme this communication will normally be passed to their dedicated caseworker to respond to.

As above, all information is stored on our case management system meaning that information related to any previous application is easily accessible for a caseworker to review.

b) Will you publish a monthly dashboard with: the file “month being worked on,” median time to case-worker allocation, and time from Redress Scotland receipt to panel?

We have no plans to publish a monthly dashboard and, as above, we do not hold the specific information you have asked for. We publish official statistics annually, the most recent publication is available at Scotland's Redress Scheme Statistics December 2021 - June 2025 - gov.scot.

c) What interim support (wellbeing, advocacy, practical help) is proactively offered during extended waits?

Support is available to all applicants, at any stage of the process, through the Redress Support service. The service provides non-specialist emotional support sessions, support to access records and practical support such as helping find scribing services. We proactively promote the support service to applicants and referrals are made by caseworkers. A referral is made as soon as it is requested and is not dependent on an application being already allocated to a caseworker.

4.I would appreciate a written reply setting out the above, and any near-term actions to shorten waits and protect survivors from avoidable re-traumatisation

The Scottish Government is continually reviewing the Scheme to identify ways to improve the process for survivors. This includes consideration of the feedback received through the Survivor Forum and improvement based on this.

In terms of timescales, we have recruited additional panel members to increase the pace of decision making and are actively recruiting new caseworkers.

Annex A - reasons for not providing information

The Scottish Government does not hold the information requested

The Scottish Government does not have the information you have asked for regarding timescales for submission of application until allocation of a caseworker. While our Case Management System records the date of allocation, this does not reflect the initial date of allocation. This could also include the date which an application was reallocated to another case worker, for example due to annual leave or sickness absence.

The Scottish Government does not have the information you have asked for regarding timescales for decision making at Redress Scotland. Redress Scotland is an independent public body and has the information you are looking for.

As such, I hereby provide you with formal notice under section 17(1) of FOISA that the Scottish Government does not have the information you have requested.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.