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 AI-generated
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.
Summary of the government's response below — read the verbatim text to verify.
Government Response
Deferred
HM Government · verbatim extract
Deferred
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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