Addressee: Department for Work and Pensions · Source location: Page 20, paragraph 9, first bullet point
To improve customer service, the Department should:
• establish a clear process to support parents who are concerned that arrears balances now being collected are inaccurate; and
Response position:
Partially accepted
Delivery:
Implemented
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 20, paragraph 9, second bullet point
• ensure adequate records and systems are maintained until all arrears are written off or collected, and these schemes can be brought to a full close.
Response position:
Accepted
Delivery:
No longer relevant
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 20, paragraph 10, first bullet point
To enhance accountability, the Department should:
• review its assessment of collectability of arrears relating to the 1993, 2003 and 2012 Schemes in light of its new powers; and
Response position:
Accepted
Delivery:
No longer relevant
Addressee: Department for Work and Pensions · Source location: Page 20, paragraph 10, second bullet point
• report its assessment of collectability transparently in the 2019-20 Accounts.
Response position:
Partially accepted
Delivery:
Implemented
· Confirmed by NAO