Source · Select Committees · Work and Pensions Committee
Recommendation 21
21
Accepted
Allocate resources for efficient claims, provide expert advice, and promote benefits proactively.
Conclusion
The Department should put in place the resources needed to process claims in an efficient and timely manner and helpline advisers able to give the advice needed to navigate the system in more complex cases. The Government communications on social security benefits should emphasise that DWP is there to support people and encourages them to claim the benefits they are entitled to. DWP should also invest in more place-based promotion through trusted advocates. (Recommendation, Paragraph 113)
Government Response Summary
The government states it already has resource plans and staffing flexibility to process claims efficiently and ensure staff are equipped for complex cases. It also details its existing significant progress in place-based promotion through trusted advocates and embedding supportive messaging in its communications, alongside developing accessible materials.
Government Response
Accepted
HM Government
Accepted
The Department already has resource plans in place to ensure claims to Pension Credit and other benefits are processed in a timely manner. These plans are reviewed on a regular basis to reflect the volumes of claims the Department expects to receive. Demand for Pension Credit new claims has historically been cyclical with annual peaks in claims intake. The Department tends to receive higher volumes of new claims in the Autumn and Spring and claims volumes reduce over the summer and during holiday periods. Our staffing levels do not remain static. As we have done on numerous previous occasions, we can continue to respond to increased demand by mobilising our resources. Staff processing Pension Credit new claims go through an assessment process to ensure that they are equipped with all the knowledge and skills needed to deal with complex cases and are able to resolve most enquiries. DWP Retirement Services has a Quality Framework with feedback processes to ensure that any additional training is provided to address any capability gaps. To assist with assurance, telephony is monitored through call listening. Additionally, we have specialist advisors who are able to support on more complex cases. The Department has made significant progress in implementing ‘place-based’ promotion through trusted advocates/ partners as part of our nationwide Pension Credit stakeholder outreach campaign. We also engage with all councils in Great Britain through regular Local Authority Welfare Direct bulletins and targeted email communications. This grassroots approach has been amplified through strategic partnerships with the private sector, charities, and community outreach support groups nationwide. Our strategy recognises that trusted local voices are essential for reaching those who may be hesitant to engage with government services directly. Community libraries have hosted in-person events whilst charities have integrated our materials into their regular customer and community interactions, ensuring our message reaches people through channels they already trust and use. To strengthen our communications approach, we are embedding messaging that positions DWP as a supportive service dedicated to helping people access their entitlements. This includes developing accessible materials in digital and print format, including resources that provide guidance to people who help pensioners to assess their eligibility for support.