Source · Select Committees · Work and Pensions Committee
Recommendation 11
11
Accepted
DWP reform programme risks unintended consequences for vulnerable claimants without centering wellbeing.
Conclusion
DWP is undertaking a major programme of reform via its green and white papers and several long-term strategies and programmes. This work presents a significant opportunity to improve safeguarding for claimants across the social security system. However, DWP must be alert to unintended consequences that could put claimants at risk, as has happened too many times in the past. The Department must make sure it centres the wellbeing of vulnerable claimants in its policymaking, including by ensuring that the voices of people with lived experience are incorporated in design, planning, and implementation. (Conclusion, Paragraph 46)
Government Response Summary
The government did not explicitly commit to new mechanisms for incorporating lived experience in policy design or proactively identifying unintended consequences of reforms. The response focused on existing practices for communicating information to customers, checking for support needs, and providing staff training.
Government Response
Accepted
HM Government
Accepted
The Government recognises the importance of clearly informing customers about the support available to them. However, DWP’s user research found that providing too much information upfront can overwhelm customers and reduce engagement. Customers said they wanted clear, concise guidance on what actions they needed to take regarding their ‘Move to UC’ and were less likely to engage when presented with lengthy or detailed content. In response, DWP streamlined the information in the initial letter to focus specifically on the actions the customer needs to take. Additional support details were signposted, allowing customers to access more in-depth information if and when they choose to. DWP colleagues are expected to check for and update any additional, accessibility or support needs that UC customers may have during face-to-face or telephone interactions. Customers can also inform UC of their accessibility or support needs directly through their online UC account. Training is provided to raise awareness of vulnerability, complex needs, and accessibility needs. In addition, colleagues have access to a District Provision Tool which helps them signpost customers to specialist organisations that can offer tailored support. Therefore, Work Coaches are empowered to exercise professional judgement in determining the most appropriate moment to introduce or signpost customers to additional sources of support, ensuring that such interventions are timely, relevant and aligned to individual needs.