Source · Select Committees · Home Affairs Committee
Recommendation 79
79
Deferred
Paragraph: 261
Vulnerable Persons Team causes distress through insensitivity and poor customer service.
Conclusion
We welcome the creation of a Vulnerable Persons Team to help claimants navigate difficult conversations with government departments and solve their cases. However, we are deeply concerned by reports that the team is failing to treat vulnerable applicants sensitively and, in some cases, further distressing vulnerable individuals through poor customer service and a lack of clarity about what it can achieve.
Government Response Summary
The government commits to publishing Urgent and Exceptional Payment and Vulnerable Persons Team data, and states it will consider how to formalise customer feedback and more clearly articulate the team's work to customers.
Paragraph Reference:
261
Government Response
Deferred
HM Government
Deferred
We are working with our data colleagues to ensure that Urgent and Exceptional Payment and Vulnerable Persons Team data is published. We receive occasional feedback from customers about the service received from the Vulnerable Persons Team and will consider how we can formalise and capture feedback without causing additional stress or anxiety to our customers. We will consider whether the work of the team and the support that can be offered should be more clearly articulated so that customers understand the reach and influence of the team.