Source · Select Committees · Home Affairs Committee
Recommendation 41
41
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We urge the Home Office to enable We Are Digital to book as many additional...
Recommendation
We urge the Home Office to enable We Are Digital to book as many additional support sessions for claimants as are needed and to monitor feedback from claimants carefully to ensure any gaps in support are identified. We believe that the service provided by We Are Digital should complement rather than replace specialist legal support. (Paragraph 131) Calls for legal assistance
Government response summary AI-generated
The government response focuses on existing urgent financial support processes and plans to support further training for caseworkers to gather information more efficiently, but does not address enabling 'We Are Digital' for additional support sessions or ensuring the service complements legal support.
Summary of the government's response below — read the verbatim text to verify.
Government Response
Deferred
HM Government · verbatim extract
Deferred
We Are Digital are encouraged to offer additional sessions beyond the 3-hour appointment time subject to the claimants needs. They are also encouraged to use their time with the claimants in the best interest of the claimant, for example chunking up the time into shorter slots should claimants require a break or find the discussion particularly distressing. The process to increase the appointment time is a referral to the Windrush Compensation Team. The referral is not to approve or reject the additional time but to ensure that payment is audited. We quality assure the claimant assistance support and also receive customer feedback from our claim assistance provider. This feedback enables us to ensure any gaps in support are identified. The Windrush Compensation Scheme is open to all and has been designed to be as clear and simple as possible, so people do not need legal assistance to make a claim.
Read the full response on Parliament ↗