Source · Select Committees · Work and Pensions Committee
Recommendation 32
32
Paragraph: 139
DWP must immediately make improvements to the Universal Credit system to formalise how it identifies...
Recommendation
DWP must immediately make improvements to the Universal Credit system to formalise how it identifies and defines vulnerable claimants, as part of its overall approach to safeguarding vulnerable people. This will be a substantial piece of work, and DWP should set out when it expects to achieve this. The new mechanism should, as the Minister for Welfare Delivery suggested, include the ability to identify vulnerable and disadvantaged groups and specific cohorts of people. DWP should gather data to identify whether any such groups are more likely to experience problems during the wait for first payment, delays to their payment, or any other issues throughout their claim. DWP should proactively use this information to expedite claims for these people, ensuring that they do not face further delay, and to provide the additional support that they need.
Paragraph Reference:
139
Government Response
Not Addressed
HM Government
Not Addressed
Where it is identified, either from our own agents or via referrals from local services, that a claimant can’t make or manage their claim online, staff are able to offer support through other channels or refer to specialist provision. As the Minister for Welfare Delivery made clear when he gave evidence, we are working on how to collect sensitive information from claimants. This will enable UC to provide increasingly tailored support to claimants which is responsive to their needs, whilst also helping us to monitor where and how improvements can assist specific cohorts. Overall, our approach to vulnerability seeks to identify individuals who have complex user needs and/or require additional support to enable them to access our benefits and services. It is already easy to discretely pin notes/flag ongoing easements to a vulnerable claimant’s account to ensure the continuity of support offered.