Source · Select Committees · Public Accounts Committee
Recommendation 18
18
Until recently, the Department did not keep records on pensioners for more than four years...
Conclusion
Until recently, the Department did not keep records on pensioners for more than four years after the date they died due to its data retention policy.40 However, it said it has now 32 C&AG’s Report, paras 18, 4.11 33 Qq 79, 80 34 Qq 1, 83; Letter from Permanent Secretary of the Department for Work & Pensions to the Chair of the Committee of Public Accounts, dated 15 November 2021. 35 Q 39 36 Q 77; C&AG’s report, 4.17. 37 C&AG’s Report, para 1.16 38 Q 97 39 Qq 151, 152, 154 40 C&AG’s Report, para 4.14 Underpayments of the State Pension 15 started retaining such records for longer.41 The Department’s priority so far has been to focus on living pensioners rather than the deceased, even though some of their next of kin may be financially vulnerable.42 In some cases, information on next of kin of the deceased is missing, and the Department still does not have a plan to trace them.43
Government Response
Not Addressed
HM Government
Not Addressed
3: PAC conclusion: The Department has not given people who are worried they have been underpaid enough information to find out what they should do, with the risk that many may still miss out on money they should receive. 3: PAC recommendation: The Department should improve the clarity and availability of information on State Pension underpayments, and what people who are concerned that they have been underpaid should do. This should include information for groups the Department finds hard to reach such as the next of kin of deceased customers. 3.1 The government agrees with the Committee’s recommendation. Recommendation implemented 3.2 The department welcomes the endorsement of action already taken with their proposed recommendation, although rejects the Committee’s conclusion. As the department set out in the Committee hearing on 28 October 2021 (see questions 149 to 154); there is information on Gov.uk about deriving (Category BL) State Pension, inheriting State Pension through spouse or civil partner, inheriting state pension through partner and Category D (over age 80) State Pension. In 2021 the Category BL and inheritance content was revised, making it easier to find and to emphasise further that some individuals must make a claim and how they can do this. 3.3 The department has conducted complex scans of its computer systems to identify those who may fall into the three broad cohorts covered by the exercise. Where underpayments are identified, the department will contact those affected to inform them of the changes to their State Pension amount, and any arrears due. 3.4 The department is working with the General Registrar’s Office, Coroner’s Office and National Records of Scotland to establish datalinks to identify next of kin details they may hold. 3.5 In addition, the department will provide a more direct route for those enquiring about underpaid State Pension in respect of a deceased customer. The department will update Gov.uk by Summer 2022.