In 2022-23, payments were made by the Department for Work and Pensions (DWP) totalling £231 billion to over 20 million people. Demand for benefits is growing, with the number of claimants rising by over two million people since 2019. The DWP uses a range of measures to monitor performance, including customer satisfaction, and payment timeliness …
| Title | HC No. | Published | Items | Response |
|---|---|---|---|---|
| 6th Report - DWP Customer Service and Accounts 2023-24 | HC 354 | 31 Jan 2025 | 38 | Responded |
DWP also told us that the difference in performance between in-house and outsourced lines reflected the type of work they handled. It said that it used outsourced providers to deal with simpler transactions and calls, while its in-house lines dealt with more complex queries. In addition, calls that involved decisions …
Many customers contact DWP by telephone when they need to report a change of circumstances.54 However, a significant proportion of calls to DWP go unanswered. In 2023–24, DWP answered 66% of calls to its in–house lines, after taking account of calls that were not assigned to a queue, for example …
DWP also highlighted the importance of access to data, particularly because one of the big areas of UC overpayments related to people who had savings that they did not tell DWP about. It said that some of the powers in the planned Fraud, Error and Debt Bill would give it …
| Date | Witnesses | |
|---|---|---|
| 5 Dec 2024 | Amanda Reynolds · Department for Work & Pensions, Neil Couling CB CBE · DWP Services and Fraud, Sir Peter Schofield KCB · Department for Work and Pensions | View ↗ |
| Date | Direction | Title |
|---|---|---|
| 4 Feb 2025 | To cttee | Letter from the Senior Responsible Owner at Universal Credit relating to an upd… |
| 9 Jan 2025 | To cttee | Letter from the Permanent Secretary of the Department for Work and Pensions rel… |
| 19 Dec 2024 | To cttee | Letter from the Permanent Secretary of the Department for Work and Pensions rel… |
| 16 Dec 2024 | From cttee | Letter to the Permanent Secretary of the Department for Work and Pensions relat… |