Source · Select Committees · Work and Pensions Committee
Recommendation 15
15
Deferred
Formalise and publish a clear, consistent definition of vulnerability in all DWP public documents.
Recommendation
DWP should formalise its definition of vulnerability and undertake work to ensure it is clearly and consistently communicated in key public facing documents, including its ‘Advanced Customer Support: Delivering support and transformation to help DWP customers with additional support needs’ document, and its new approach to safeguarding, when published. The Department should also develop and publish guidance on how to 96 understand and apply its definition of vulnerability to make it easier for support organisations to engage with it. In doing this, the Department could draw on the approach taken by the Financial Conduct Authority as well as other public sector agencies to define vulnerability; and its own work to highlight additional support needs within the ‘Additional Support Area’ in Universal Credit. (Recommendation, Paragraph 61)
Government Response Summary
The government states its current definition of vulnerability and says it will consider publishing this definition as part of a safeguarding review, while being mindful of flexibility, rather than immediately formalising and publishing guidance.
Government Response
Deferred
HM Government
Deferred
The Government recognises that as human beings, we all have the potential to be vulnerable at different times in our lives, for many different reasons, and ensuring the welfare of customers is central to how DWP delivers services every day. The Department defines vulnerability as an individual who has complex needs and requires additional support to enable them to access DWP benefits and safely use our services. DWP knows that this definition must be flexible to offer tailored support that meets individual needs and circumstances. As part of the work of the safeguarding review, the Department will consider publishing this definition, whilst being mindful of excluding customers who may not fit under a rigid definition of ‘vulnerability’.