Source · Select Committees · Work and Pensions Committee
Recommendation 20
20
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Removal of face-to-face 'Help to Claim' creates inadequate support for vulnerable Universal Credit applicants.
Conclusion
Ensuring vulnerable people have support to access the benefits they are entitled to is an essential part of delivering equitable welfare provision and an effective safety net. Since the removal of Help to Claim’s face-to-face service in 2022 it has become more difficult for some individuals to apply for Universal Credit. We are not convinced that DWP’s safeguards - referring claimants to Jobcentres, or to the DWP visiting team - offer an adequate solution. (Conclusion, Paragraph 79)
Government response summary AI-generated
The government responded to an unrelated point about the PHSO's role in DWP's internal learning processes, committing to publish findings from Internal Process Reviews to promote transparency.
Summary of the government's response below — read the verbatim text to verify.
Government Response
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HM Government · verbatim extract
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The Government is committed to ensuring the right support is available for DWP customers to make a claim, including meeting the diverse needs of those that we serve. Customers can access support through the ‘Help to Claim’ service, which is delivered by Citizens Advice (CA) in England and Wales, and Citizens Advice Scotland (CAS) in Scotland. This service provides independent, tailored support to help people make a new UC claim, including help with the initial application, guidance on gathering necessary information, help understanding eligibility and assistance up to the first payment. For those who cannot use the above services or digital channels, jobcentres offer a wider range of support. In addition to helping with a new claim, they provide longer-term, more personalised support, including help maintaining the claim and identifying and updating any accessibility, support or additional needs. In exceptional circumstances, where the claimant is unable to access services, has no available support, or faces barriers visiting a jobcentre, DWP will arrange a home visit to help them make a claim. This is delivered through the national DWP Visiting Service, which provides face-to-face support across all service lines to customers who cannot access DWP services in any other way. A visit can be arranged for a customer if they need extra help to claim benefits, for example because they have complex needs, are disabled, are a vulnerable young person making a claim for the first time, have nobody else to support them or cannot claim benefits in any other way. Across 2024/25, the Visiting Service completed over 146,000 effective visits, ensuring that those most in need receive the help they require. As part of our commitment to being a learning organisation we are continually striving to improve our services. DWP has found no shortfall in the support following transition from the previous Help to Claim model. The combined offer of jobcentre-based support and the Visiting Service ensures that customers continue to receive comprehensive, tailored assistance, no matter their circumstances.
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