Source · Select Committees · Work and Pensions Committee
Recommendation 20
20
Deferred
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
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.
Government Response
Deferred
HM Government
Deferred
While the Parliamentary and Health Service Ombudsman (PHSO) plays an important role in investigating complaints and promoting accountability, it does not have responsibilities under the Act to improve transparency around the internal processes DWP uses to learn from serious cases. DWP sees this as its own responsibility and is committed to fulfilling it. The Government is committed to continuous learning to improve public services. As part of this, DWP recognises its responsibility to learn when experiences for our customers have fallen below expectations and to make changes that drive improvement. As previously stated, DWP plans to publish findings from Internal Process Reviews to support transparency and improve understanding of the system among customers and stakeholders. The Department also welcomes the participation of the Independent Case Examiner at the Serious Case Panel and continues to review and strengthen its processes to embed organisational learning and support those with additional needs who rely on its services.