Source · Select Committees · Public Accounts Committee
Recommendation 28
28
Accepted
Organisations express concern over lost face-to-face Help to Claim support and inadequate advice resources.
Conclusion
In written evidence, organisations who work with benefit claimants raised concerns about the fact that the Help to Claim service no longer included face-to-face support. The National Association of Welfare Rights Advisers said that the Department had reduced support at the very time when it was clear that there was going to be a higher need and commented that jobcentre staff did not have the resources, the benefits knowledge, the time or the independence to support vulnerable claimants.59 The Child Poverty Action Group also highlighted the loss of in-person Help to Claim support, noting that advice services were not resourced sufficiently to provide effective support.60 Transitional protection for claimants moving to Universal Credit
Government Response Summary
The government states the recommendation is implemented, detailing existing comprehensive monitoring activities of the Help to Claim service and expressing confidence in its current effectiveness, without committing to address the specific concern regarding the loss of face-to-face support.
Government Response
Accepted
HM Government
Accepted
5.1 The government agrees with the Committee’s recommendation. Recommendation implemented 5.2 The department comprehensively monitors Help to Claim’s performance and works with Citizens Advice to ensure the support offer is working effectively and able to meet demand. Regular monitoring activity includes: • weekly delivery checkpoints which review telephony and webchat performance, • monthly finance and operational meetings with Citizens Advice, • monthly meetings with the department’s operational colleagues to gather feedback on Help to Claim delivery, • quarterly board meetings to review delivery against agreed outcomes and Key Performance Indicators, • monthly senior meetings between the department and Citizens Advice, focused on overall delivery and strategic planning, and • mid and end-of-year reports assessing performance, client data and client experience. 5.3 The department is confident that the current support offer is working effectively. Since April 2019, Help to Claim has supported over 900,000 people, with 90% rating their overall experience as good or very good. 5.4 The department is currently working with Citizens Advice to consider the impact on Help to Claim of bringing forward the migration of remaining Employment and Support Allowance claimants to Universal Credit and what steps are needed to ensure the right support is in place for these customers. This is in addition to the department’s existing monitoring to check the system can meet demand and iterate the approach as required if any problems arise.