Source · Select Committees · Work and Pensions Committee
Recommendation 23
23
Accepted
Provide claimants with detailed information about available additional support and train staff proactively.
Recommendation
Upon first applying to benefits, and at each review point, we recommend DWP staff provide claimants with detailed information about the additional support available to them, which must include an indicative list of possible reasons which might lead to an individual requiring this support. Frontline staff should also be trained to offer additional support measures proactively when they become aware of a claimant’s circumstances. DWP should also add to its Additional Support Area a mechanism through which DWP staff can record that they have provided claimants with such information. (Recommendation, Paragraph 93) 98
Government Response Summary
The government declines to provide detailed upfront information, citing user research that it can overwhelm claimants. Instead, they state they signpost information and staff are trained and equipped to check for needs and signpost support, exercising professional judgment.
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.