Poor service quality creates financial hardship for claimants and additional departmental costs.
The quality of service that the Department provides matters because claimants rely on the accurate and timely payment of the benefits to which they are entitled to avoid or mitigate financial hardship. We noted in our January 2025 report on DWP Customer Service and Accounts 2023–24 that poor service can …
Government response. The government repeats the committee's statement.
HM Treasury