Recommendation 21

Organisations who work with benefit claimants have raised concerns about the sufficiency and effectiveness of the support provided by the Department to people moving from legacy benefits under the migration process.43 In written evidence, the National Association of Welfare Rights Advisers told us that there seemed to be a lack of support being put in place for more vulnerable claimants, and that the Department did not appear to have a clear plan or process about how vulnerable claimants should be supported.44 The Child Poverty Action Group stated that the Department did not provide appropriate support for claimants because it did not use the information it held on claimant vulnerability consistently.45