Source · Select Committees · Public Accounts Committee
Recommendation 1
1
Accepted
DWP customer service and benefit expenditure fraud and error examined.
Conclusion
On the basis of two reports by the Comptroller and Auditor General (C&AG), we took evidence from the Department for Work & Pensions (DWP) on its customer service and on its 2023–24 accounts, in particular on the level of fraud and error in benefit expenditure.1
Government Response Summary
The government agrees, committing to recruit 160 colleagues by March 2025 (in post by June 2025) to monitor and improve the average speed of answer. Customer wait times for ESA enquiries are expected to improve by September 2025.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented The Department for Work and Pensions (the department) is actively recruiting 160 colleagues by March 2025 with colleagues expected to take up post by June 2025. The department will monitor improvements to the average speed of answer using daily Management Information and reporting tools and will judge the success against an improved average speed of answer which is line with other department delivered services. Customer wait times for ESA enquiries will be improved by September 2025.