Source · Select Committees · Public Accounts Committee
6th Report - DWP Customer Service and Accounts 2023-24
Public Accounts Committee
HC 354
Published 31 January 2025
Recommendations
2
Rejected
Set out expected timelines for achieving 75% target for new PIP claims processing.
Recommendation
DWP processes only around half of new PIP claims on time against a target for 75% of claims to be processed within 75 working days. DWP’s performance in processing new claims on time varies significantly between benefits, with claimants of …
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Government Response Summary
The government rejects the recommendation, stating it must balance speed with accuracy and risk, especially with upcoming changes from the "Pathways to Work" Green Paper. It refers to the long-term Health Transformation Programme for modernisation.
HM Treasury
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Conclusions (3)
10
Conclusion
Rejected
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 …
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.
11
Conclusion
Rejected
DWP’s performance in processing new claims on time varies significantly between benefits, after taking account of its different timeliness standards for different benefits, which reflect the nature and complexity of each benefit. In 2023–24, DWP processed 84% of UC claims within the expected timeframe of five weeks and 96% of …
Government Response Summary
The government disagrees with the committee's implied recommendation for faster processing, stating it must balance speed against accuracy and complex case management. It highlights recent improvements in PIP clearance times and long-term modernization plans via the Health Transformation Programme to simplify and automate customer journeys.
14
Conclusion
Rejected
We pressed DWP on when we would see a marked improvement in the timeliness with which new PIP claims are processed.23 DWP pointed towards the Health Transformation Programme as its long-term solution to providing a modern and timely service for disabled customers. One of the big changes would be the …
Government Response Summary
The government explicitly disagrees with the committee's observation regarding PIP claim timeliness, stating it has improved clearance times but must balance speed with accuracy, while reiterating its ongoing commitment to the Health Transformation Programme for long-term improvements.