Source · Select Committees · Public Accounts Committee
Recommendation 11
11
Acknowledged
DWP lacks evidence on shortened claimant meeting impact and claimant feedback.
Conclusion
In September 2025, the Department wrote to us again and acknowledged that it did not hold quantitative evidence on the impact of changing the length of the first meeting claimants have with a work coach. It said that, as this measure was part of the local flexibility framework, many jobcentres were familiar with the policy and feedback from frontline staff who had previously used the framework suggested that customers could be adequately supported within the reduced timeframe.18 We note, however, that the Department has gathered no feedback on this approach from claimants themselves.
Government Response Summary
The government will conduct qualitative research to understand the impact of the 30-minute initial claimant commitment meeting on the claimant experience, with findings used in developing the Jobs and Careers Service.
Government Response
Acknowledged
HM Government
Acknowledged
2.1 The government agrees with the Committee’s recommendation. Target implementation date: Summer 2027 2.2 All sites have now moved to a 30-minute initial claimant commitment meeting for new claimants, and the department recognises the importance of understanding the impact on the claimant experience from implementing this change. 2.3 The department will be undertaking a qualitative research project to gather claimant insight on their experiences at the initial claimant commitment meeting. This will include feedback on the length and content of the meeting. 2.4 As part of the department’s plans to develop the Jobs and Careers Service, it will use the findings from this qualitative research alongside learning from the claimant commitment 18 testing in its Pathfinder sites to consider the best way to provide support to claimants throughout their claim.