Recommendation 16

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 have a range of detrimental impacts, including frustration, distress and disruption for customers, and additional cost for the Department as it, for example, has to deal with repeated calls from customers chasing progress.23