Source · Select Committees · Work and Pensions Committee
Recommendation 30
30
Accepted in Part
Reduce visibility of security guards in Jobcentres, ensuring a more welcoming entry experience.
Recommendation
Jobseekers are not criminals and shouldn’t be greeted at Jobcentres by security guards. DWP should make security guards much less visible in Jobcentres, with a more welcoming presence when people enter. (Recommendation, Paragraph 133)
Government Response Summary
The government partially accepts, stating they will ensure Security Officers are available for safety but will make them more approachable through new uniforms and training. They will also improve safety through technology, rather than solely relying on security guards, and use Innovation Hubs to test new welcome services.
Government Response
Accepted in Part
HM Government
Accepted in Part
Partially accept 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.