Source · Select Committees · Work and Pensions Committee
Recommendation 17
17
Deferred
DWP's reliance on self-disclosure for vulnerable claimants is inadequate and needs proactive measures.
Conclusion
When it comes to identifying vulnerable claimants, the Department places too great an onus on self-disclosure. The nature of some vulnerabilities can make disclosure difficult. A lack of trust in the Department can further deter people from sharing their personal circumstances. Whilst DWP has sought to train staff to recognise signs of vulnerability, claimants’ experiences can change over time, and their level of vulnerability may vary. And some claimants in receipt of health and disability benefits will not have regular contact with Work Coaches. It is therefore essential that there are proactive and ongoing opportunities for DWP to identify if a claimant requires additional support. (Conclusion, Paragraph 69)
Government Response Summary
The government responded to an unrelated point about the PHSO's MP filter and powers, stating DWP lacks the authority to change it and that it's a matter for Parliament.
Government Response
Deferred
HM Government
Deferred
DWP acknowledges the recommendation to remove the MP filter and to grant PHSO the power to initiate investigations into systemic issues without a specific complaint. However, it is important to clarify that DWP does not have the authority to make such changes. The current arrangements for the PHSO are longstanding and are set out in Parliamentary Commissioner Act 1967. The mechanism—commonly referred to as the ‘MP filter’”—was introduced to ensure that elected representatives play a role in the complaints process and to provide a level of scrutiny before matters are escalated to the Ombudsman. While there have been calls for reform, there is currently no clear evidence base demonstrating that removing the MP filter would improve outcomes or accessibility. In fact, the filter may help manage the volume of complaints and ensure that they are appropriately framed and supported. Any change to the PHSO’s powers, including removal of the MP filter or the introduction of a power of initiative, would require primary legislation and is therefore a matter for Parliament to consider and decide upon. DWP remains committed to transparency and accountability and will continue to engage constructively with the PHSO within the framework set by Parliament.