Source · Select Committees · Work and Pensions Committee
Recommendation 22
22
Accepted
Vulnerable claimants lack awareness and information about available additional support and reasonable adjustments.
Conclusion
Some vulnerable claimants require reasonable adjustments and additional support throughout their benefit claim. These adjustments are crucial to ensuring that claimants can successfully engage with the system, receive the support they are entitled to, and reduce the risk of unmet needs escalating to serious harms. However, many claimants do not know that additional support exists and it can be even be difficult for experts to know what is available. DWP has said it intends to set out the support available to those who require it and how to access that support, and we welcome this measure. (Conclusion, Paragraph 92)
Government Response Summary
The government recognizes the importance of informing customers about support but, based on user research, has streamlined initial information, signposting additional details for customers to access when needed, and relies on DWP colleagues, training, and tools to identify and signpost support.
Government Response
Accepted
HM Government
Accepted
The Government recognises the importance of clearly informing customers about the support available to them. However, DWP’s user research found that providing too much information upfront can overwhelm customers and reduce engagement. Customers said they wanted clear, concise guidance on what actions they needed to take regarding their ‘Move to UC’ and were less likely to engage when presented with lengthy or detailed content. In response, DWP streamlined the information in the initial letter to focus specifically on the actions the customer needs to take. Additional support details were signposted, allowing customers to access more in-depth information if and when they choose to. DWP colleagues are expected to check for and update any additional, accessibility or support needs that UC customers may have during face-to-face or telephone interactions. Customers can also inform UC of their accessibility or support needs directly through their online UC account. Training is provided to raise awareness of vulnerability, complex needs, and accessibility needs. In addition, colleagues have access to a District Provision Tool which helps them signpost customers to specialist organisations that can offer tailored support. Therefore, Work Coaches are empowered to exercise professional judgement in determining the most appropriate moment to introduce or signpost customers to additional sources of support, ensuring that such interventions are timely, relevant and aligned to individual needs.