Source · Select Committees · Work and Pensions Committee
Recommendation 19
19
Deferred
Jobcentres prioritise short-term off-flows instead of sustainable, good-quality employment for claimants.
Conclusion
We welcome the Government’s focus on ‘good work’. Currently, Jobcentres too often prioritise short-term measures, such as benefit off-flow, rather than whether claimants enter good-quality, sustainable employment. Good jobs are better for citizens, employers and the state, while supporting a productive economy. DWP has the opportunity to bring the good work agenda to life through its Jobcentre reforms. We look forward to hearing how DWP will deliver this important shift in focus. (Conclusion, Paragraph 98)
Government Response Summary
The government's response details changes to Jobcentre security services, including a new contract with Mitie, Security Officer training, and the use of modern technology to improve safety, which does not address the recommendation on shifting focus towards good-quality, sustainable employment.
Government Response
Deferred
HM Government
Deferred
DWP recognises the importance of a supportive and welcoming environment for our customers, however we also need to strike the right balance to ensure safety for customers and colleagues. This approach does not remove our Security Officers, instead it ensures that Security Officers are available should they be required. From 1 October 2025, we introduced a new security services contract with Mitie, which sets elevated standards for professionalism and approachability. Security Officers’ primary role will be to ensure the safety and wellbeing of all. All Security Officers will complete Security Industry Authority training. As part of our commitment to fostering a welcoming environment, uniforms will adopt a more approachable style. Continuous improvement is central to our approach. We routinely conduct post-incident reviews and annual customer satisfaction surveys, using the insights gained to refine our practices. Security Officers will provide reassurance and emergency support. These measures strike the right balance between visibility, professionalism, and a supportive approach, while maintaining safety. We’re improving safety across our estate by using modern technology and better processes, rather than relying on security guards. This includes: • Installing updated alarms and video systems, • Setting up a Security Control Centre to manage incidents, • Streamlining and automating processes where appropriate, • Using Innovation Hubs to test new customer welcome services. 20