Source · Select Committees · Work and Pensions Committee
Recommendation 30
30
Rejected
Create an external system for benefit advisers to directly refer claimant concerns to ACSSLs
Recommendation
The Department should also develop a more systematic route through which benefit advisers can contact ACSSLs directly, when and if they have a serious concern about a claimant. DWP should consider creating an external equivalent of the internal system it uses to allow DWP colleagues to refer cases for ACSSL consideration. (Recommendation, Paragraph 120)
Government Response Summary
The government rejected the recommendation for a new systematic route for benefit advisers to contact ACSSLs directly, stating that existing channels are sufficient and ACSSLs are not intended to replace frontline services. They highlighted existing ACSSL external relationships and rising external referrals.
Government Response
Rejected
HM Government
Rejected
Since its introduction, the ACSSL role has been continuously monitored to ensure it meets both customer and business needs – current resourcing levels have been confirmed as appropriate to deliver the service effectively. In 2022/23, additional roles were introduced to provide direct support to ACSSLs and further strengthen the network. ACSSLs actively promote their role in their local areas, forming over 1,600 external relationships across 2024/25. These relationships help them stay informed about key local issues and create more effective escalate routes to support customers. This has led to a rise in external referrals, which accounted for 45% of all ACSSL referrals in 2024/25 – up from 41% the previous year. While DWP continues to explore ways to increase visibility of ACSSLs in future publications, the Department does not believe a direct route to ACSSLs for individual benefit enquiries is necessary. Existing channels already allow customers to raise concerns and access support, and ACSSLs are not intended to replace these frontline services. Instead, their role is to support complex cases and strengthen local partnerships. DWP remains committed to working with external partners to ensure appropriate escalation routes are in place and will consider how best to communicate these pathways in future updates.