Source · Select Committees · Public Accounts Committee
Recommendation 10
10
Rejected
DWP's declining timeliness in processing new benefit claims increases financial hardship
Conclusion
A failure to process claims and pay benefits in a timely way can mean claimants wait longer for money they are entitled to, increasing the risk of financial hardship and making it more difficult for them to manage their finances effectively.18 Overall, DWP processed 72% of new claims on time in 2023–24, down from 77% in 2019–20.19
Government Response Summary
The government disagrees with the committee's implied recommendation for faster processing, stating it must balance speed with accuracy and safely processing complex cases. It notes ongoing improvements in PIP clearance times and long-term plans through the Health Transformation Programme.
Government Response
Rejected
HM Government
Rejected
2.1 The government disagrees with the Committee’s recommendation. 2.2 Whilst the department has significantly improved clearance times for PIP claims in 2023-24, with 52% cleared within 75 working days (increased from 7% in 2021-22) despite demand increasing 22% over the same period, the government disagrees with the Committee’s recommendation. Whilst the department will continue to make every effort to improve clearance times, as the Committee will understand, it has to balance speed against the risk of inaccuracy and ensuring the department is processing complex cases and avoiding harm. 2.3 Ensuring safe delivery will be particularly critical as the department implements the changes outlined in the recent “Pathways to Work” Green Paper. The department continues to look for ways to improve its service to customers and is modernising the PIP customer journey through the Health Transformation Programme. 2.4 So in the longer-term, the Health Transformation Programme will modernise PIP to improve customer experience and build trust. Simplifying and automating customer journeys, and tailoring how customers are assessed, will mean many customers get a decision quicker. Once fully developed, the new service will include an option to apply and track the application wholly online.