Source · Select Committees · Work and Pensions Committee
Recommendation 7
7
Acknowledged
DWP policy framework inadequately addresses vulnerable claimants beyond the disability service area.
Conclusion
DWP is more likely to prevent vulnerable claimants from experiencing harm if it first engages them in decision-making that affects them: their needs, the potential risks of proposals, and how those risks might be mitigated. We welcome the intention to introduce a trauma-informed policy framework and the work reviewing policy changes from a clinical perspective, predominantly in the disability service area. Disability, however, is not the only characteristic that makes claimants vulnerable, and we are concerned about the lack of focus on claimants with other vulnerabilities in the policymaking process. (Conclusion, Paragraph 38)
Government response summary AI-generated
The government recognised the broad nature of vulnerability and stated that as part of a safeguarding review, it will consider publishing DWP's flexible definition of vulnerability.
Summary of the government's response below — read the verbatim text to verify.
Government Response
Acknowledged
HM Government · verbatim extract
Acknowledged
As set out in the Government’s Pathways to Work: Reforming Benefits and Support to Get Britain Working Green Paper, ensuring that there is an increased level of engagement with almost everyone is a key feature of the reformed system. We want a fundamental shift away from the current approach where people are usually left with virtually no contact or expectation of engagement, because this means we are missing opportunities to actively help people to improve their quality of life. We have recently consulted on how to design and deliver conversations to people who currently receive no or limited contact. This engagement would be based on a personalised approach with flexibility to set meetings at a frequency and time that suits and to make reasonable adjustments to ensure accessibility. The Department is now carefully considering the consultation responses to inform the next phase of policy development. DWP is committed to ensuring that all colleagues are equipped with the necessary training and capability to identify and support vulnerable customers with diligence and compassion. Processes are in place to assess and respond to indicators of customer vulnerability. In support of this, customer-facing colleagues undergo a range of formal training to deepen their understanding of the complex barriers our customers may encounter in accessing DWP services. The Department continues to develop and test its ‘trauma-informed approach’ as outlined in the update to the WPSC in January 2025. Through this pilot, the Department aims to build customer trust by creating a more compassionate, respectful and supportive environment. The Department will continue to reflect on and explore further opportunities to strengthen trust in the design and delivery of customer-facing approaches, ensuring they remain responsive and inclusive.
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