Recommendation 10

In June 2025, just before we published our report, the Department wrote to tell us that it had made three of the measures in the framework permanent. Two of these measures involved reducing the frequency of appointments for customers in the Intensive Work Search group. The third measure was shortening the first meeting claimants have with a work coach—the ‘claimant commitment meeting’ when customers are talked through the requirements of their claims—from 50 to 30 minutes.17