Source · Select Committees · Work and Pensions Committee
Recommendation 18
18
Accepted
Introduce specific questions and a tick-box on benefit forms for vulnerability disclosure.
Recommendation
DWP should add a question to all benefit application forms that asks claimants if they would like to disclose anything about their personal circumstances, including medical or mental health concerns, that means they might need additional support, now or in the future. Forms should also include a simple tick-box, through which a claimant could indicate they would like DWP to reach out to them and initiate a conversation about their circumstances. (Recommendation, Paragraph 70)
Government Response Summary
The government states it is already driving continuous improvement in identifying customer needs and providing tailored support. It highlights existing measures such as updated call scripts, new questions in ESA online claims for alternative formats, and identification of support needs in Universal Credit claims, which are continually refined.
Government Response
Accepted
HM Government
Accepted
In line with the Department’s commitment to evolving as a learning organisation, DWP is driving continuous improvement across its services. Central to this is ensuring that services are not only accessible but tailored to the diverse and often complex needs of all customers. This includes making reasonable adjustments and providing signposting where necessary. For example, when a customer discloses issues such as debt, colleagues can refer them to relevant local support services. DWP strives to continuously improve accessibility across its services, maintaining a cycle of ongoing review, applying a test-and-learn approach and working closely with external partners to ensure services are responsive to changing needs. Over the past operational year, the Department has: • Updated call scripts to ask about and record alternative format preferences and reasonable adjustment needs earlier in the customer journey. • Introduced new questions in the Employment and Support Allowance (ESA) online claim process to capture requirements for alternative formats. For Universal Credit customers, specific support needs are identified during the claim process, including accessibility requirements and additional challenges such as homelessness. Online claimants are also invited to complete a voluntary survey about any support they needed to make their claim. All responses are shared with colleagues to ensure appropriate support and adjustments are provided. These questions have been refined over time to improve both the quality of information available to staff and the response rates from customers.