Source · Select Committees · Public Accounts Committee
Recommendation 21
21
Accepted
External organisations express concerns over inadequate DWP support for vulnerable Universal Credit migrants.
Conclusion
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
Government Response Summary
The government agrees with the committee's concerns and states it has implemented enhanced support, including estimating resources, monitoring claimant journeys, introducing a Complex Case Coach role, and establishing a control centre to oversee the process and resourcing.
Government Response
Accepted
HM Government
Accepted
4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The department has estimated the resource needed for enhanced support and will monitor the journey of claimants who are provided with this support, including claim rates, phone claims and support needed to make a claim. The volume of phone calls made and referrals for face-to-face visits will also be monitored to ensure operational capacity is available to continue to deliver the enhanced support journey. 4.3 A Complex Case Coach role has been introduced to review cases where the initial stages of the Enhanced Support Journey do not result in a claim to Universal Credit, this will include an full assessment of whether a face-to-face visit will be required. 4.4 The Move to Universal Credit Implementation Control Centre will oversee the monitoring of how many claimants are in the enhanced support journey, paying focus to those who have been receiving enhanced support for a prolonged period and detecting, at an early stage, if there are concerns around resourcing for this function, including the face-to-face support element.