Recommendations & Conclusions
15 items
6
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
We recommend DWP introduce a statutory duty to safeguard vulnerable claimants that applies to the whole Department, and for which the Secretary of State is ultimately accountable. The duty should have regard to factors such as the wellbeing of vulnerable claimants and preventing harm, when exercising its functions. It should …
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We recommend DWP introduce a statutory duty to safeguard vulnerable claimants that applies to the whole Department, and for which the Secretary of State is ultimately accountable. The duty should have regard to factors such as the wellbeing of vulnerable claimants and preventing harm, when exercising its functions. It should apply when developing, implementing and reviewing policy, and also cover specified duties that contain clear criteria and definitions, including: • a responsibility to proactively conduct a safeguarding assessment or identify if a claimant needs additional support; 94 • an obligation to both inform and proactively offer additional support measures to all claimants who might need such support; and • a duty to refer vulnerable claimants to other agencies, including those which have a duty of care, to ensure their additional needs are supported (Recommendation, Paragraph 31). Systems-based policymaking
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Government response AI summary
The government did not commit to introducing a statutory duty for safeguarding vulnerable claimants. Instead, it is engaging in a public consultation on safeguarding and establishing a Disability Advisory Panel, set to launch in summer 2025.
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Department for Work and Pensions
9
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Deferred
The Chief Medical Adviser (CMA) told us her team provided clinical advice to Ministers and was involved in assessing any potential policy changes put forward within White Papers or Green Papers; however, these assessments were not usually published, to enable Ministers to make decisions in a safe space. The Pathways …
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The Chief Medical Adviser (CMA) told us her team provided clinical advice to Ministers and was involved in assessing any potential policy changes put forward within White Papers or Green Papers; however, these assessments were not usually published, to enable Ministers to make decisions in a safe space. The Pathways to Work Green Paper proposes sweeping changes to health and disability benefits and will have a significant effect on claimants. Given the potential impact of these reforms, we believe it would be appropriate for Ministers to approve the publication of the CMA assessment of proposals, to aid Parliamentary and public scrutiny. (Conclusion, Paragraph 40)
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Government response AI summary
The government did not commit to publishing the Chief Medical Advisor's assessment of proposals in the Pathways to Work Green Paper. The response focused on increasing engagement, staff training, and developing a trauma-informed approach.
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Department for Work and Pensions
10
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
In response to this report, we ask that DWP confirm that planned changes to health and disability benefits, set out in the Pathways to Work Green Paper, were prospectively assessed with respect to possible physical and mental 95 health impacts on claimants. We recommend DWP publish the Chief Medical Adviser’s …
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In response to this report, we ask that DWP confirm that planned changes to health and disability benefits, set out in the Pathways to Work Green Paper, were prospectively assessed with respect to possible physical and mental 95 health impacts on claimants. We recommend DWP publish the Chief Medical Adviser’s team’s assessment of proposals, and place a copy in the House’s library. (Recommendation, Paragraph 41)
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Government response AI summary
The government did not confirm whether health and disability benefit changes were prospectively assessed for health impacts by the Chief Medical Advisor's team, nor did it commit to publishing any such assessment. Instead, it highlighted existing support services for claimants.
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Department for Work and Pensions
12
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
We recommend the Department introduce a systems-based approach to safeguarding, at all levels of DWP and in all policies. A systems- based approach should consist of developing mechanisms to ensure that safeguarding is explicitly considered at each point in the development, implementation, monitoring and evaluation stages of all policies. This …
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We recommend the Department introduce a systems-based approach to safeguarding, at all levels of DWP and in all policies. A systems- based approach should consist of developing mechanisms to ensure that safeguarding is explicitly considered at each point in the development, implementation, monitoring and evaluation stages of all policies. This work would ensure that safeguarding is everybody’s business, at all levels of the Department. It should include gathering data on the number of claimants it has identified as vulnerable and the needs of these claimants, defining measurable objectives relating to improved safeguarding across all its key strategies and policies, monitoring progress and reporting outcomes in its Annual Report and Accounts. (Recommendation, Paragraph 47)
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Government response AI summary
The government committed to considering the recommendation for a systems-based approach to safeguarding when the detailed departmental approach is outlined later in the Autumn, without making any specific commitments at this time.
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Department for Work and Pensions
13
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Deferred
To ensure that it incorporates the expertise of people with lived experience of the benefit system, DWP should set up a reference group similar to the Greater Manchester Disabled People’s Panel to help shape safeguarding policy. (Recommendation, Paragraph 51) Defining ‘vulnerability’ and identifying additional needs
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To ensure that it incorporates the expertise of people with lived experience of the benefit system, DWP should set up a reference group similar to the Greater Manchester Disabled People’s Panel to help shape safeguarding policy. (Recommendation, Paragraph 51) Defining ‘vulnerability’ and identifying additional needs
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Government response AI summary
The government did not commit to setting up a reference group of people with lived experience (claimants) to shape safeguarding policy. Instead, the response focused on using staff surveys, a Coaching Academy, and frontline staff feedback to inform improvements.
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Department for Work and Pensions
14
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Deferred
DWP’s existing description, or definition, of vulnerability in internal documentation encourages an open, flexible approach to determine when a claimant has additional support needs. However, the lack of a clear, consistent and public-facing definition of vulnerability could act as a barrier to understanding if and when individuals are entitled to …
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DWP’s existing description, or definition, of vulnerability in internal documentation encourages an open, flexible approach to determine when a claimant has additional support needs. However, the lack of a clear, consistent and public-facing definition of vulnerability could act as a barrier to understanding if and when individuals are entitled to additional support and to having that support put in place. (Conclusion, Paragraph 60)
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Government response AI summary
The government acknowledges the issue and states its internal definition of vulnerability. It will consider publishing this definition as part of a safeguarding review, noting the need for flexibility.
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Department for Work and Pensions
15
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
DWP should formalise its definition of vulnerability and undertake work to ensure it is clearly and consistently communicated in key public facing documents, including its ‘Advanced Customer Support: Delivering support and transformation to help DWP customers with additional support needs’ document, and its new approach to safeguarding, when published. The …
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DWP should formalise its definition of vulnerability and undertake work to ensure it is clearly and consistently communicated in key public facing documents, including its ‘Advanced Customer Support: Delivering support and transformation to help DWP customers with additional support needs’ document, and its new approach to safeguarding, when published. The Department should also develop and publish guidance on how to 96 understand and apply its definition of vulnerability to make it easier for support organisations to engage with it. In doing this, the Department could draw on the approach taken by the Financial Conduct Authority as well as other public sector agencies to define vulnerability; and its own work to highlight additional support needs within the ‘Additional Support Area’ in Universal Credit. (Recommendation, Paragraph 61)
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Government response AI summary
The government states its current definition of vulnerability and says it will consider publishing this definition as part of a safeguarding review, while being mindful of flexibility, rather than immediately formalising and publishing guidance.
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Department for Work and Pensions
16
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
We heard in evidence that when using the ‘Additional Support Area’ in Universal Credit, DWP officials are able to record support needs under the following eight categories: care leavers; armed forces; ex-offender; homeless or risk of homelessness; limited digital ability or accessibility; difficulties with English; drug and alcohol misuse; and …
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We heard in evidence that when using the ‘Additional Support Area’ in Universal Credit, DWP officials are able to record support needs under the following eight categories: care leavers; armed forces; ex-offender; homeless or risk of homelessness; limited digital ability or accessibility; difficulties with English; drug and alcohol misuse; and an ‘other’ box. It is our view that the category of ‘victims of domestic abuse’ is a glaring omission from this list. Unfortunately, there will be many people dealing with DWP who fall into this category. And they will have particular vulnerabilities and need specialised support that cannot be covered by the other categories and seem more significant than being put into the ‘other’ box. We recommend that the category of ‘victims of domestic abuse’ be added to the ‘Additional Support Area’ in Universal Credit to ensure that this set of vulnerabilities is being looked out for and to signal to DWP officials that people falling within that category will need the offer of additional support. (Conclusion, Paragraph 62)
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Government response AI summary
The government did not commit to adding 'victims of domestic abuse' as a specific category in the Universal Credit 'Additional Support Area'. Instead, the response outlined DWP's ongoing engagement with and support for local and national Safeguarding Adults Boards.
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Department for Work and Pensions
17
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Deferred
When it comes to identifying vulnerable claimants, the Department places too great an onus on self-disclosure. The nature of some vulnerabilities can make disclosure difficult. A lack of trust in the Department can further deter people from sharing their personal circumstances. Whilst DWP has sought to train staff to recognise …
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When it comes to identifying vulnerable claimants, the Department places too great an onus on self-disclosure. The nature of some vulnerabilities can make disclosure difficult. A lack of trust in the Department can further deter people from sharing their personal circumstances. Whilst DWP has sought to train staff to recognise signs of vulnerability, claimants’ experiences can change over time, and their level of vulnerability may vary. And some claimants in receipt of health and disability benefits will not have regular contact with Work Coaches. It is therefore essential that there are proactive and ongoing opportunities for DWP to identify if a claimant requires additional support. (Conclusion, Paragraph 69)
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Government response AI summary
The government responded to an unrelated point about the PHSO's MP filter and powers, stating DWP lacks the authority to change it and that it's a matter for Parliament.
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Department for Work and Pensions
19
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
DWP should also implement a new policy making clear that staff have a responsibility to check proactively for vulnerabilities and engage claimants in regular conversations where they can share any difficulties they may be experiencing. For example, if a claimant attended meetings with a support 97 worker advocating on their …
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DWP should also implement a new policy making clear that staff have a responsibility to check proactively for vulnerabilities and engage claimants in regular conversations where they can share any difficulties they may be experiencing. For example, if a claimant attended meetings with a support 97 worker advocating on their behalf, this should act as a clear indication of a possible vulnerability. DWP should also consider how to introduce semi- regular moments to check on claimants who do not have regular contact with Work Coaches, to understand if their needs have changed. This would require an emphasis on building trust with claimants, to ensure they do not feel DWP is monitoring or policing them. Staff training must reflect these new approaches to identifying and supporting vulnerable claimants. (Recommendation, Paragraph 71) Ensuring accessibility and supporting claimants
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Government response AI summary
The government refers to its Green Paper and recent consultation on increasing engagement with claimants, stating it is currently considering responses to inform future policy development on this. It also highlights existing processes and training for staff to identify vulnerability, alongside developing a trauma-informed approach.
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Department for Work and Pensions
20
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Deferred
Ensuring vulnerable people have support to access the benefits they are entitled to is an essential part of delivering equitable welfare provision and an effective safety net. Since the removal of Help to Claim’s face-to-face service in 2022 it has become more difficult for some individuals to apply for Universal …
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Ensuring vulnerable people have support to access the benefits they are entitled to is an essential part of delivering equitable welfare provision and an effective safety net. Since the removal of Help to Claim’s face-to-face service in 2022 it has become more difficult for some individuals to apply for Universal Credit. We are not convinced that DWP’s safeguards - referring claimants to Jobcentres, or to the DWP visiting team - offer an adequate solution. (Conclusion, Paragraph 79)
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Government response AI summary
The government responded to an unrelated point about the PHSO's role in DWP's internal learning processes, committing to publish findings from Internal Process Reviews to promote transparency.
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Department for Work and Pensions
21
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
DWP must ensure that Jobcentres can provide as thorough a service as used to be offered through Help to Claim. We recommend that, in its response to this report, DWP sets out where the support offered in Jobcentres and through home visits differs from that provided by Help to Claim. …
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DWP must ensure that Jobcentres can provide as thorough a service as used to be offered through Help to Claim. We recommend that, in its response to this report, DWP sets out where the support offered in Jobcentres and through home visits differs from that provided by Help to Claim. If it identifies a shortfall, DWP must set out how it intends to provide equivalent support to claimants who require it. (Recommendation, Paragraph 80)
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Government response AI summary
The government responded by outlining steps to improve transparency and oversight of serious cases through new appointments to boards, rather than addressing the specific recommendation about Jobcentre support equivalence.
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Department for Work and Pensions
24
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
DWP must ensure its new ‘approach to safeguarding’ publication is easy to use, signposts relevant support organisations, and is available in a range of languages and alternative formats. DWP should also develop an additional support toolkit to accompany this publication, to ensure information relating to available support is not lost …
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DWP must ensure its new ‘approach to safeguarding’ publication is easy to use, signposts relevant support organisations, and is available in a range of languages and alternative formats. DWP should also develop an additional support toolkit to accompany this publication, to ensure information relating to available support is not lost within a lengthy policy document. This should include both a toolkit aimed at claimants and a toolkit aimed at organisations supporting claimants. (Recommendation, Paragraph 94) Preventing harm and responding to risk
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Government response AI summary
The government will consider the recommendation regarding its new safeguarding publication and accompanying toolkit when the details are outlined later in the Autumn. It notes that all DWP publications already comply with an Accessible Documents Policy for various formats.
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Department for Work and Pensions
27
Recommendation
1st Report – Safeguarding Vulnerable Cl…
Deferred
We recommend DWP commissions or undertakes a series of surveys to understand how staff feel about the Department’s safeguarding policies, practices and their overall workload. The surveys should include questions relating to views on training and guidance; familiarity and confidence with safeguarding policies; and culture relating to safeguarding, both within …
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We recommend DWP commissions or undertakes a series of surveys to understand how staff feel about the Department’s safeguarding policies, practices and their overall workload. The surveys should include questions relating to views on training and guidance; familiarity and confidence with safeguarding policies; and culture relating to safeguarding, both within the individual’s service area, and across DWP more generally. We recommend DWP undertake an initial round of any such survey as soon as possible, and a second round after one year. Within three months of each survey, DWP should also report to us how it will continue to improve its approach to safeguarding and ensure that where discretion is used, it is consistently applied. DWP should use the survey as an opportunity to understand which areas of training DWP staff would most benefit from, and develop an improved training programme accordingly. (Recommendation, Paragraph 112)
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Government response AI summary
The government agrees surveys are valuable and states the new Coaching Academy will capture structured feedback through surveys. It will consider how best to use existing and new surveys to inform safeguarding policy and service delivery, rather than committing to a specific series of surveys …
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Department for Work and Pensions
33
Conclusion
1st Report – Safeguarding Vulnerable Cl…
Deferred
Many of the people making a complaint against DWP are likely to be in a vulnerable situation. Having a robust, clear and accessible complaints procedure is therefore crucial to prevent failures from reoccurring and to provide those affected with a means of redress. We are concerned that some vulnerable claimants, …
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Many of the people making a complaint against DWP are likely to be in a vulnerable situation. Having a robust, clear and accessible complaints procedure is therefore crucial to prevent failures from reoccurring and to provide those affected with a means of redress. We are concerned that some vulnerable claimants, after pressing their cases through different layers of complaints, will be deterred from making a complaint against DWP to the Parliamentary and Health Service Ombudsman (PHSO) because of the ‘MP filter’. This risks preventing these claimants from having their complaints heard and reduces opportunities for the Department to learn from mistakes and failures. (Conclusion, Paragraph 136)
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Government response AI summary
DWP acknowledges the recommendation to remove the MP filter, but states it does not have the authority to make such changes as the current arrangements for the PHSO are set out in the Parliamentary Commissioner Act 1967 which is a matter for Parliament.
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Department for Work and Pensions