Source · Select Committees · Work and Pensions Committee
1st Report – Safeguarding Vulnerable Claimants
Work and Pensions Committee
HC 402
Published 15 May 2025
Recommendations
29
Rejected
Improve awareness of ACSSLs' roles and expand their capacity across Great Britain
Recommendation
We recommend DWP work to improve awareness of the work that Advanced Customer Support Senior Leaders undertake, including by setting out a full description of their role when publishing their new approach to safeguarding, and by promoting case studies. As …
Read more
Government Response Summary
The government states current ACSSL resourcing is appropriate and additional roles were introduced, effectively rejecting the need to assess capacity or expand the number of ACSSLs. They commit to exploring ways to increase ACSSL visibility in future publications, but do not accept specific methods like promoting case studies.
Department for Work and Pensions
View Details →
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 …
Read more
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.
Department for Work and Pensions
View Details →
34
Rejected
Remove the MP filter and grant PHSO power to investigate systemic issues proactively
Recommendation
We agree with the PHSO that the MP filter should be removed, and that the PHSO should be granted the power of initiative so that it can investigate known and systemic issues, more effectively support public services and extend access …
Read more
Government Response Summary
The DWP rejected the recommendation, stating it lacks the authority to remove the MP filter or grant the PHSO new powers, as these changes require primary legislation from Parliament. They also noted no clear evidence that removing the filter would improve outcomes.
Department for Work and Pensions
View Details →
40
Rejected
Introduce an independent body to investigate serious harms in DWP case mishandlings
Recommendation
However, even if the Department improves transparency, we are still concerned that the process in DWP amount to it marking its own homework. Therefore, in the longer term, we recommend DWP introduce an independent body to investigate serious harms, to …
Read more
Government Response Summary
The government welcomes the recommendation but does not commit to introducing a new independent body to investigate serious harms. Instead, it highlights existing measures, such as an independent member on the Clinical Governance and Excellence Board and a Serious Case Panel chaired by a Non-Executive Director, as providing oversight.
Department for Work and Pensions
View Details →