Source · Select Committees · Work and Pensions Committee
Recommendation 21
21
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Ensure Jobcentres provide equivalent comprehensive support to claimants as 'Help to Claim' service.
Recommendation
DWP must ensure that Jobcentres can provide as thorough a service as used to be offered through Help to Claim. We recommend that, in its response to this report, DWP sets out where the support offered in Jobcentres and through home visits differs from that provided by Help to Claim. If it identifies a shortfall, DWP must set out how it intends to provide equivalent support to claimants who require it. (Recommendation, Paragraph 80)
Government response summary AI-generated
The government responded by outlining steps to improve transparency and oversight of serious cases through new appointments to boards, rather than addressing the specific recommendation about Jobcentre support equivalence.
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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