Source · Select Committees · Public Accounts Committee
Recommendation 9
9
Accepted
ESA claimants moving to Universal Credit expected to see improved call waiting times.
Conclusion
We asked DWP whether some of the long call waiting times, such as for ESA claimants, would have significantly improved by next year. DWP told us that it wanted to reduce waiting times but it was having to deal with a sustained surge in demand for benefits.16 By way of a solution, DWP highlighted that, over the next 18 months, the 880,000 people on income-related ESA would be moving to UC and so would benefit from the modern UC platform and faster call response times experienced by the average UC customer.17 Timeliness of claims processing
Government Response Summary
The government commits to recruiting 160 additional colleagues by March 2025, who are expected to be in post by June 2025. This measure aims to improve customer wait times for ESA enquiries by September 2025.
Government Response
Accepted
HM Government
Accepted
1.1 The government agrees with the Committee’s recommendation. Recommendation implemented 1.2 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. 1.3 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.