Addressee: Department for Work and Pensions · Source location: Page 21, paragraph 7, first bullet point
For the 1993 and 2003 schemes, the Department should continue to review the service it is providing to parents and ensure that it:
• maintains adequate records and has a clear process to support parents who are concerned that arrears balances now being collected are inaccurate;
Response position:
Accepted
Delivery:
Implemented
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 22, paragraph 7, second bullet point
• understands the impact of COVID-19 and the changes it has made as a result of COVID-19 on the schemes and cases, and that it takes appropriate action should these be detrimental to the schemes, cases or parents; and
Response position:
Accepted
Delivery:
Implemented
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 22, paragraph 7, third bullet point
• allocates sufficient resource to provide appropriate customer service and timely responses to queries and complaints.
Response position:
Partially accepted
Delivery:
No longer relevant
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 22, paragraph 8, first bullet point
To enhance accountability and reporting, the Department should:
• take steps to ensure maintenance collected can be allocated to schemes and cases, to support accurate reporting and prompt payment to parents with care; and
Response position:
Accepted
Delivery:
Implemented
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 22, paragraph 8, second bullet point
• continue to review its assessment of collectability of arrears relating to the 1993 and 2003 Schemes in light of experience to date and report its assessment of collectability transparently in the 1993 and 2003 schemes Account.
Response position:
Accepted
Delivery:
Implemented
· Confirmed by NAO