Recommendations & Conclusions
10 items
1
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Accepted
DWP provides essential services that act as a lifeline to millions of people each year, many of whom are vulnerable and require additional support to access them. For this reason, when mistakes are made, it is possible that the severest consequences can arise. Over several years there are known to …
Government response. The government accepted the recommendation, stating it is open to a statutory duty to safeguard vulnerable customers and has completed a consultation on a new DWP safeguarding approach. The Secretary of State will make a statement in the Autumn outlining …
Department for Work and Pensions
3
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Accepted
It is striking that despite being engaged with safeguarding on a daily basis, the Department has never had a clear and coherent, public facing safeguarding policy or strategy. For example, that when making an internet search for “DWP safeguarding policy” or “strategy”, there are no clear results from Government webpages. …
Government response. The government is open to a statutory safeguarding duty and the Secretary of State for Work and Pensions will make a statement in the Autumn outlining DWP's new safeguarding approach, which will include a clear intent to drive cultural change …
Department for Work and Pensions
4
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Accepted
To signal a step-change to the public in the culture of the Department, and to improve accountability directly to Parliament, we recommend the Secretary of State for Work and Pensions make a statement to the House, setting out DWP’s new approach to safeguarding, at the conclusion of its current review. …
Government response. The government accepted the recommendation, stating that the Secretary of State for Work and Pensions will make a statement to the House in the Autumn, setting out DWP's new safeguarding approach, including a clear intent to drive cultural change and …
Department for Work and Pensions
8
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Accepted
We recommend that as a part of a systems-based approach to safeguarding, the Department introduce an explicit requirement that all significant new policies and policy changes, including those that fall outside the disability service area, are assessed by the Chief Medical Advisor’s team to understand their potential health impact on …
Government response. The government did not commit to the Chief Medical Advisor's team assessing all new policies for health impacts. Instead, it described existing ongoing efforts to improve accessibility, tailor services, and capture customer needs through updated processes and surveys.
Department for Work and Pensions
11
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Accepted
DWP is undertaking a major programme of reform via its green and white papers and several long-term strategies and programmes. This work presents a significant opportunity to improve safeguarding for claimants across the social security system. However, DWP must be alert to unintended consequences that could put claimants at risk, …
Government response. The government did not explicitly commit to new mechanisms for incorporating lived experience in policy design or proactively identifying unintended consequences of reforms. The response focused on existing practices for communicating information to customers, checking for support needs, and providing …
Department for Work and Pensions
18
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Accepted
DWP should add a question to all benefit application forms that asks claimants if they would like to disclose anything about their personal circumstances, including medical or mental health concerns, that means they might need additional support, now or in the future. Forms should also include a simple tick-box, through …
Government response. The government states it is already driving continuous improvement in identifying customer needs and providing tailored support. It highlights existing measures such as updated call scripts, new questions in ESA online claims for alternative formats, and identification of support needs …
Department for Work and Pensions
22
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Accepted
Some vulnerable claimants require reasonable adjustments and additional support throughout their benefit claim. These adjustments are crucial to ensuring that claimants can successfully engage with the system, receive the support they are entitled to, and reduce the risk of unmet needs escalating to serious harms. However, many claimants do not …
Government response. The government recognizes the importance of informing customers about support but, based on user research, has streamlined initial information, signposting additional details for customers to access when needed, and relies on DWP colleagues, training, and tools to identify and signpost …
Department for Work and Pensions
23
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Accepted
Upon first applying to benefits, and at each review point, we recommend DWP staff provide claimants with detailed information about the additional support available to them, which must include an indicative list of possible reasons which might lead to an individual requiring this support. Frontline staff should also be trained …
Government response. The government declines to provide detailed upfront information, citing user research that it can overwhelm claimants. Instead, they state they signpost information and staff are trained and equipped to check for needs and signpost support, exercising professional judgment.
Department for Work and Pensions
28
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Accepted
Advanced Customer Support Senior Leaders (ACSSLs) form a core part of DWP’s safeguarding strategy and undertake significant public facing and operational roles. Despite ACSSLs playing a critical role in DWP’s approach 99 to safeguarding, there remains a lack of understanding, including amongst organisations that support claimants, about the work ACSSLs …
Government response. The government states current ACSSL resourcing levels are appropriate and additional roles were introduced to support them. They indicate ACSSLs actively promote their role and foster external relationships, and will continue to explore ways to increase their visibility.
Department for Work and Pensions
35
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Accepted
We remain concerned that the true scale of deaths and serious harms of vulnerable claimants is currently unknown. As set out by the Chief Medical Advisor, we recognise the complexity of these cases and that being in receipt of benefits does not automatically imply culpability of the Department. However, we …
Government response. The Chief Medical Advisor is actively involved in departmental responses to Coroner-issued Prevention of Future Death reports, and a review is under consideration to strengthen this role. The role of the Caldicott Guardian was established in DWP in 2024 and …
Department for Work and Pensions