DWP policy impact assessment
Failure of DWP to adequately analyze the potential impacts, including health implications, of new policies on vulnerable claimants.
Source spread
Where this theme appears
This theme appears across 10 independent accountability sources, so the source mix matters as much as the headline total.
9 inquiry recs
9 PFD reports
983 committee recs
3 ICIBI recs
1 IOPC rec
41 NAO recs
5 IMB recs
1 detention investigation rec
106 PHSO decisions
763 LGO/SPSO decisions
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
Inquiry recommendations(9)
33 — Improve HMIP and IMB evidence gathering and reporting processes
Recommendation: HM Inspectorate of Prisons and Independent Monitoring Boards working within immigration removal centres must ensure that they have robust processes for: obtaining and reporting on an enhanced range of evidence and intelligence from detained people and those who represent or …
Gov response: The government stated it is considering its reliance on external scrutiny organisations. This recommendation was directed primarily at HMIP and IMBs.
Accepted in Part
32 — Strengthen Independent Monitoring Board statutory footing and responsiveness
Recommendation: The government must: respond to and publish responses to all concerns raised by any Independent Monitoring Board regarding immigration removal centres; take steps without further delay to amend the Detention Centre Rules 2001, in so far as they govern Independent …
Gov response: The Ministry of Justice has committed in the 2021 Prisons Strategy White Paper to pursue legislative reform to provide Independent Monitoring Boards with a statutory framework, intending to legislate 'as soon as Parliamentary time allows'.
Accepted in Part
31 — Update whistleblowing DSO with anonymous reporting mechanisms
Recommendation: The Home Office must update Detention Services Order 03/2020: Whistleblowing – The Public Interest Disclosure Act 1998 to require contractors that run immigration removal centres to: have a whistleblowing policy and procedure that is specific to the immigration detention environment; …
Gov response: The broader complaints and whistleblowing review covers whistleblowing processes, including review of Detention Services Orders and improving visibility of processes within IRCs.
Accepted in Part
30 — Enhance Professional Standards Unit independence and seniority
Recommendation: The Home Office must: take steps to enhance the independence of the Professional Standards Unit from the Home Office and the perception of this independence; and increase the seniority of the Head of the Professional Standards Unit so that they …
Gov response: The government does not accept this recommendation. The government stated: 'The seniority of the Head of the PSU will not be changed.' The government expressed confidence in existing ACAS Code compliance and PPO escalation routes.
Not Accepted
29 — Improve Professional Standards Unit investigation procedures and training
Recommendation: The Home Office must update Detention Services Order 03/2015: Handling of Complaints to clarify that, in investigations carried out by the Professional Standards Unit into allegations of serious misconduct against contractor staff: Professional Standards Unit investigators must carry out interviews …
Gov response: The Professional Standards Unit has updated its training to reflect Brook House Inquiry findings, including training in interviewing vulnerable witnesses. An embedded use of force expert has been added.
Accepted in Part
28 — Address barriers to detainee complaints including fear of repercussions
Recommendation: The Home Office and its contractors operating immigration removal centres must take steps to identify and address the barriers to making complaints that are faced by detained people, including a fear of repercussions. This must include training for staff on …
Gov response: A comprehensive review of complaints processes is underway, including engagement with detainees, IMB and the Prisons and Probation Ombudsman. Detention Services Orders are to be updated on completion.
Accepted in Part
27 — Action plan to address staff desensitisation and secondary trauma
Recommendation: Contractors operating immigration removal centres must develop and implement an action plan to ensure a safe and healthy staff culture in immigration removal centres. The action plan must address: the identification of and response to any sign of desensitisation among …
Gov response: The government described the introduction of a code of conduct and a mandatory staff engagement strategy. The ITC review addresses staff wellbeing and secondary trauma awareness.
Accepted in Part
36 — Impact assessment of policy changes
Recommendation: The cumulative impact of new policies and processes, particularly the perceived pressure to achieve Foundation Trust status, together with organisational reconfiguration, placed significant pressure on the management capacity of the University Hospitals of Morecambe Bay NHS Foundation Trust to deliver …
Gov response: 97. We accept this recommendation in principle. We acknowledge the Investigation’s findings that the pursuit of Foundation Trust status distorted management capacity and priorities at Morecambe Bay. 98. In response to the failings at both …
Accepted
LAMI-3 — Establish National Agency to assess, advise, and monitor children and families policy
Recommendation: The newly established National Agency for Children and Families should have the following responsibilities: • to assess, and advise the ministerial Children and Families Board about, the impact on children and families of proposed changes in policy; • to scrutinise …
Unknown
Prevention of Future Deaths reports(9)
Michael O’Sullivan
Concerns: The DWP assessment process for fitness to work failed to incorporate vital medical information from the patient's treating GP, psychiatrist, and clinical psychologist, leading to decisions without comprehensive medical input.
Response (Department for Work and Pensions): DWP acknowledges concerns and will issue a reminder to staff about guidance related to suicidal ideation. They also state that they will continue to monitor their policies around assessment of …
Responded
Zane Gbangbola
Concerns: Inadequate and misleading safety guidance for internal combustion engine equipment used in confined spaces, coupled with the misleading use of the HSE logo, increases the risk of harm.
Overdue
Philippa Day
Concerns: DWP call handlers lacked training for mentally ill claimants, and brief, inaccurate call records hindered decision-making. The assessment process was inflexible, preventing correction of errors or flexible appointment management.
Response (Capita): Capita is pausing the issue of appointment letters during Change of Assessment or Further Review periods. They are also working with DWP to review the tone and language in written …
Response (Department for Work and Pensions): The DWP has already introduced a highly visible "watermark" in the PIP computer system showing if a customer has additional support needs. Script changes to better support vulnerable claimants will …
Responded
Terence Talbot
Concerns: Inadequate clinical assessments, including mental capacity and specialist dermatology review, combined with insufficient nutritional care, and a rigid DWP policy requiring a critically ill inpatient to attend in person for benefits.
Response (Maidstone Hospital): Maidstone Hospital has implemented an action plan, recorded in their incident reporting system (DATIX), and taken steps to strengthen multi-professional working with Kent and Medway Social Care Partnership Trust. They …
Response (Kent and Medway NHS and Social Care Partnership Trust): Kent and Medway NHS and Social Care Partnership Trust have improved joint working with Maidstone and Tunbridge Well NHS trust, strengthened Mental Capacity Assessment monitoring, closely monitored Mental Capacity Act …
Response (Department for Work and Pensions): The DWP outlines its procedures for vulnerable claimants, including reasonable adjustments for those unable to attend in person. They state that they are satisfied that appropriate support is available and …
Responded
Kevin Gale
Concerns: DWP procedures, including lengthy forms, long phone queues, and travel requirements, are impractical and exacerbate symptoms for individuals with mental health illnesses.
Response (Deparment for Work and Pensions): DWP expresses condolences and outlines existing support and training for staff regarding vulnerable claimants, but does not commit to new actions. They state comprehensive guidance and a six-point plan are …
Responded
Richard Brookes
Concerns: DWP systems failed to properly assess and safeguard a vulnerable adult receiving a large arrears payment, resulting in a lack of clear communication and exacerbating the patient's paranoia about the money.
Response (Department of Work and Pensions): The DWP outlines planned improvements to processes for large payments to vulnerable adults, including enhanced vulnerability training for staff, improved recording of interactions on systems, and a new audit process, …
Responded
Kenton Beasley
Concerns: A protracted and frustrating DVLA licence renewal process, characterized by communication failures, incorrect information, and lack of vulnerable customer support, significantly exacerbated the deceased's poor mental state and prevented employment.
Response (DVLA): The DVLA acknowledges delays in processing the driving licence application but asserts the necessary and proportionate steps were taken. The most significant delay was when the GP did not receive …
Responded
Leonardo Machado
Concerns: Insufficient oversight of 'rental' food delivery licenses to underage individuals places children in vulnerable lone working situations, increasing their risk of road traffic collisions and harm.
Response (HSE Gov Dept): HSE acknowledges the concerns around the rental of food delivery licenses to under 18s, lone working, and road safety but states road traffic accidents are generally a police matter. HSE …
Overdue
Tamara Logan
Concerns: An incorrect benefits assessment, uncorrected by review, significantly impacted the deceased. Additionally, standard letters were sent despite recognised vulnerabilities, without attempting to reduce associated risks.
Response (Department for Work and Pensions): • The department accepts that its initial decision to reduce Ms Logan’s benefits may have been unjustified. • The department investigated the decision and is taking steps to minimise such …
Responded
Select committee recommendations(983)— showing 50 strongest matches
#11 —
Recommendation: We also recommend that DWP undertake a comprehensive review of all its benefit rules to ensure they are all coherent with the priority of supporting youth employment, education and training. (Recommendation, Paragraph 56) 44 The Youth Guarantee
Response Pending
#10 —
Recommendation: 16 to 18-year-old apprentices should be treated as part of the family unit when assessing benefit eligibility, and the 21-hour limit of weekly study for carers should be removed. DWP should also drop its plans to remove the health element …
Response Pending
#9 —
Recommendation: The Secretary of State told us that increasing youth employment, education and training is his top priority, yet certain benefit rules disincentivise young people from pursuing opportunities. It is particularly concerning that 16 to 18-year-olds who take on an apprenticeship …
Response Pending
#8 —
Recommendation: We recommend HM Treasury extend the National Insurance Upper Secondary Threshold so that all employees under 25 attract no employer Class 1 National Insurance contributions until they earn more than £967 a week. We request HM Treasury provide modelling of …
Response Pending
#6 —
Recommendation: The government should bring forward a youth employment strategy. A cross-departmental strategy would demonstrate its seriousness about this issue, set a long-term path and ensure cross-government efforts. This should include ambitious targets for increasing the rate of youth employment, education …
Response Pending
#35 —
Recommendation: We recommend that the Department for Culture, Media and Sport work closely with the Ministry of Housing, Communities and Local Government to ensure that the revised National Planning Policy Framework delivers tangible improvements for the heritage sector. In particular, the …
Response Pending
#37 —
Recommendation: DWP should commission research to find out more about these low levels of awareness and whether there are practical steps that it could take to improve outcomes (for example, in relation to benefit take-up). (Recommendation, Paragraph 142)
Response Pending
#33 —
Recommendation: More than 15 years on from its introduction, the government should commission and publish analysis of the impact of the mixed age couple rule on those affected and how this will change as the State Pension age rises to 67. …
Response Pending
#32 —
Recommendation: We remain concerned about the impact of the mixed age couple rule. There are gaps in our understanding of its impact on the living standards and health of the 70,000 households affected and how this might change as the State …
Response Pending
#31 —
Recommendation: In response to this report, the department should explain: whether it accepts that pre-pensioner and pensioner poverty have a downstream impact, for example, on demand for health and social care services; how it will reflect this in its impact assessments …
Response Pending
#29 —
Recommendation: The department should consider how to take account of the cumulative impact of policies on individuals in its assessment of State Pension age rises; for example, whether it will base its assessment on longitudinal data reflecting differences in factors such …
Response Pending
#28 —
Recommendation: State Pension age rises risk exacerbating existing inequalities in health and lifetime earnings. This should be reflected in impact assessments on State Pension age rises but is not. (Conclusion, Paragraph 116)
Response Pending
#27 —
Recommendation: The government should explain how it will take a holistic approach to assessing the impact of State Pension age increases in future. This should include its plans to: 66 • take into account the views of pensioners; • consult the …
Response Pending
#26 —
Recommendation: We welcome the undertaking that the Secretary of State will take a broad and holistic approach to assessing the impact of State Pension age rises in his own review, due by March 2029. If this undertaking is met it will …
Response Pending
#25 —
Recommendation: The Secretary of State should make a statement confirming that healthy life expectancy is a relevant factor for State Pension age reviews under section 27 of the Pensions Act 2014. (Recommendation, Paragraph 109)
Response Pending
#24 —
Recommendation: The 2011 and 2013 impact assessments of the increase to 67 are outdated and insufficient. They do not reflect recent increases in work-limiting ill- health or deepening inequality in healthy life expectancy. The previous government decided to proceed with the …
Response Pending
#23 —
Recommendation: DWP should commission research on: the extent of pension and non- pension savings held by pre-pensioners on Universal Credit and how they are drawing on them; and the extent to which pre-pensioners who are eligible for Universal Credit are not …
Response Pending
#21 —
Recommendation: The Secretary of State’s own State Pension age review should consult on a longer-term approach to additional social security support for those unable to work to State Pension age. This should model the costs and benefits of different options, taking …
Response Pending
#20 —
Recommendation: We acknowledge that this proposal would not go far enough to improve health outcomes for people who have had to leave work due to ill-health or caring responsibilities in their mid-60s. We should not be in this position. If the …
Response Pending
#19 —
Recommendation: We are disappointed that the Minister seemed disinclined to consider specific additional support to pre-pensioners. We are also disappointed at the lack of evidence-based policy-making that has been driving this and policy making more generally in the DWP. We recommend …
Response Pending
#13 —
Recommendation: The Minister for Pensions explained that the department’s plans to support the transition to State Pension age for the rise to 67 was to support older workers in the labour market, through initiatives such as WorkWell, Pathways to Work and …
Response Pending
#12 —
Recommendation: In response to this report, the department should commission research on the health impacts of later working from the State Pension age increase from 65 to 66. (Recommendation, Paragraph 61) 63
Response Pending
#9 —
Recommendation: The government must: • confirm that a core task for the Secretary of State’s State Pension age review, due by March 2029, will be to consider those groups on whom State Pension age increases have a disproportionately negative impact and …
Response Pending
#8 —
Recommendation: We welcome the Minister’s statement that it is possible to take both fiscal constraints and the consequences of State Pension age increases seriously. We acknowledge that he takes responsibility for the increase to 67, a policy he inherited, and which …
Response Pending
#7 —
Recommendation: Financial resources, work capacity and good health are all factors that help protect individuals as the State Pension age increases. However, people reach their pre-pension years with very unequal levels of all of these. People who have typically worked in …
Response Pending
#6 —
Recommendation: The State Pension age started to rise to 67 in April 2026. However, many people are not in work by that age. In 2025, by age 65, only 42% were in work and by age 66, this had fallen to …
Response Pending
#1 —
Recommendation: On the basis of a report by the Comptroller and Auditor General, we took evidence from the Department for Work & Pensions (the Department) on the Access to Work scheme.1
Response Pending
#14 —
Recommendation: The Government must learn from the shortcomings of previous support schemes, including those for charities and self-employed people, to ensure this package is tailored to the unique characteristics of the cultural sector and its workers, and reaches them promptly. The …
Gov response: The funding criteria and application process for the Culture Recovery Fund went live in early August. Money has already begun to be allocated, with £3.36 million in emergency funding for grassroots music venues allocated on …
Position Not Stated
#12 —
Recommendation: The Coronavirus Job Retention Scheme and the Self-Employment Income Support Scheme have been a lifeline for all those in the creative industries who have been eligible for them. However, the closure of the schemes in October and the fact too …
Gov response: It is the case that some organisations will be affected by Covid-19 for longer than others, and the Government will seek to support them appropriately. In the Plan for Jobs, the Chancellor announced measures to …
Position Not Stated
#13 —
Recommendation: Another example is the gaps in support for self-employed people, given there are large numbers of self-employed people getting no financial support from the government other than Universal Credit. The Treasury recognised that the self-employment income scheme was not universal …
No Published Response
#44 —
Recommendation: While monthly payments do mirror the world of work for many, DWP’s own figures show that a significant minority of people who claim Universal Credit received or continue to receive weekly or fortnightly wages. Other sources suggest that a majority …
Gov response: UC encourages all claimants to take responsibility for their own financial affairs and helps them to develop the financial capability to do so. Therefore, households are expected to manage their own budgets, unless this risks …
Accepted
#43 —
Recommendation: The Universal Credit Transition Fund is an initiative to support vulnerable people in applying for Universal Credit as soon as they are eligible, and rightly puts organisations that work most closely with these groups at the centre. Timely applications to …
Gov response: As the Committee will be aware, the UC Transition Fund was due to launch in April 2020 to provide vulnerable people with help to navigate the welfare system and move towards work. Following the outbreak …
Not Addressed
#42 —
Recommendation: Currently, backdating is only permitted up to a month before the claim was submitted. Given the seriousness of the life events which might allow the backdating of a claim—bereavement, serious illness, relationship breakdown—this period seems astonishingly short. We recommend that, …
Gov response: UC support has been designed to be as quick and easy as possible for the claimant, replacing the need to contact different government departments with a single application. It simplifies the legacy system by rolling …
Not Accepted
#41 —
Recommendation: Many claimants are simply unaware that they can ask for their claim to be backdated by a month. Even when they do ask for backdating, they sometimes face an intrusive and bureaucratic process. We recommend that the Department review the …
Gov response: UC support has been designed to be as quick and easy as possible for the claimant, replacing the need to contact different government departments with a single application. It simplifies the legacy system by rolling …
Not Accepted
#40 —
Recommendation: We welcome the Minister’s recognition that the Department needs to improve its understanding of the reasons why so many people claim for Universal Credit long after they become eligible. The Department must prioritise this work so that it can tackle …
Gov response: We agree it is vital claimants start an application at the point of need and would encourage people to check their eligibility online through independent benefit calculators which can be accessed via GOV.UK We published …
Position Not Stated
#39 —
Recommendation: The recovery of Tax Credit debt from claimants’ Universal Credit awards clearly presents problems. However, the option of returning responsibility to HMRC now would be too challenging to deliver in practice. Instead, we recommend that DWP should continue to collect …
Gov response: we will continue to encourage HMRC to reduce historic debt.
Position Not Stated
#38 —
Recommendation: Repayments of tax credit overpayments can compound hardship for people who may already be struggling. The evidence that some people are left unaware of these debts, which can be several years old, until they make a claim for Universal Credit, …
Gov response: We understand the impact that debt can have on the wellbeing of claimants and we endeavour to ensure that the recovery of any overpayment is managed in a way that takes account of the claimant’s …
Not Addressed
#37 —
Recommendation: The Universal Credit application process requires claimants to provide a great deal of information about their circumstances, to enable the Department to assess their claim. When they have done this, Universal Credit claimants rightly expect that they should be paid …
Gov response: DWP except in clear cases of deliberate fraud. Similarly, where a claimant is expected to complete a Work Capability Assessment to assess how much money they are entitled to, the onus should be on the …
Position Not Stated
#36 —
Recommendation: We acknowledge that most disabled people and people with health conditions receive the core elements of their claim on time. However, we find it troubling that, because of the time taken to complete the Work Capability Assessment process, people must …
Gov response: During the 13-week assessment period, which applies to Employment and Support Allowance (ESA), and the 3-month relevant period which applies to UC, claimants will receive either the assessment rate of ESA, or the standard rate …
Not Addressed
#35 —
Recommendation: We welcome the announcement of funding for the recruitment of over 13,500 new Work Coaches—double the current number—over the next financial year. This is an ambitious programme of recruitment. The Committee would welcome a written update from the Department, by …
Gov response: The Department is continually impacting and assessing the service being offered to claimants and we keep staff numbers and estates provision under constant review as part of our response to the impact of COVID-19 on …
Partially Accepted
#34 —
Recommendation: DWP has made substantial progress in improving payment timeliness,. The Department has increased the proportion of people paid on time from just over half in 2017 to over 90% in 2020—a significant feat given the recent upsurge in Universal Credit …
Gov response: No one has to wait 5 weeks to receive money through UC and advances are available from day 1 of a claim for those who need it, with many claimants receiving funds within 72 hours. …
Accepted
#33 —
Recommendation: Support organisations have expressed concern that DWP’s approach to data sharing and consent has had a detrimental effect on their ability to support vulnerable claimants. The Department now says it is exploring options for improving its model Universal Credit: the …
Gov response: We recognise that a number of organisations have raised concerns as to whether the explicit consent rules are sufficiently flexible. The Department agreed to explore options for improving the process of explicit consent in conjunction …
Position Not Stated
#32 —
Recommendation: DWP must immediately make improvements to the Universal Credit system to formalise how it identifies and defines vulnerable claimants, as part of its overall approach to safeguarding vulnerable people. This will be a substantial piece of work, and DWP should …
Gov response: Where it is identified, either from our own agents or via referrals from local services, that a claimant can’t make or manage their claim online, staff are able to offer support through other channels or …
Partially Accepted
#31 —
Recommendation: DWP currently lacks a comprehensive system for recording and tracking claimants’ needs. The introduction of pinned notes is a step in the right direction but, as the National Audit Office said, pinned notes are the digital equivalent of a post-it …
Gov response: Where it is identified, either from our own agents or via referrals from local services, that a claimant can’t make or manage their claim online, staff are able to offer support through other channels or …
Not Addressed
#30 —
Recommendation: We recommend that the Department invests in expanding and developing Help to Claim so that the service can provide support to people beyond the application process. This should include debt advice, support for people who are struggling with Advance repayments, …
Gov response: The previous Universal Support offer had met with regular criticism from stakeholders, including the Work and Pensions Select Committee, which described support as inconsistent and “far from Universal”. Help to Claim replaced the previous Universal …
Not Accepted
#29 —
Recommendation: Help to Claim is a hugely valuable service for people who are applying for Universal Credit. But its focus is on helping people to complete their initial claim. It does not provide support for people throughout their claim, to help …
Gov response: The previous Universal Support offer had met with regular criticism from stakeholders, including the Work and Pensions Select Committee, which described support as inconsistent and “far from Universal”. Help to Claim replaced the previous Universal …
Not Addressed
#28 —
Recommendation: DWP was right to increase the standard allowance for Universal Credit and support for housing costs as part of its response to the pandemic. Benefit rates, and in particular support for housing costs, had become detached from the actual cost …
Gov response: The Government introduced a package of temporary welfare to help with the financial consequences of the COVID-19 pandemic. This included the £20 weekly increase to the UC Standard Allowance rates as a temporary measure for …
Response Not Attributed
#27 —
Recommendation: We recommend that vulnerable claimants or claimants with specific needs are prioritised for having the housing element of their Advance paid directly to their landlord. This could include people with learning disabilities, people with mental illness, people who have previously …
Gov response: The committee should recognise that the housing element of a UC payment may not cover all the cost of the rent incurred. Managed Payments to Landlords (MPtL) are already available on request to any claimant …
Accepted
#26 —
Recommendation: Some people in financial distress during the wait for their first payment can face a difficult choice between using their Advance to pay their housing costs, or to cover other essential costs, such as food or heating. No one should …
Gov response: The committee should recognise that the housing element of a UC payment may not cover all the cost of the rent incurred. Managed Payments to Landlords (MPtL) are already available on request to any claimant …
Not Accepted
#25 —
Recommendation: We welcome the announcement of the Breathing Space scheme, which is scheduled to be introduced next year, and the Government’s confirmation that Advances in Universal Credit will be covered by the scheme. We find it disappointing, however, that debts in …
Gov response: DWP works with HM Treasury to address any technical barriers in order to ensure that Advances are included in the scheme from its launch, so that UC claimants can benefit from the support it offers …
Position Not Stated
ICIBI immigration recommendations(3)
An inspection of the Home Office’s use of sanctions and penalties
The Home Office should: 1. Carry out a co-ordinated review of current BICS sanctions and penalties, starting with a clear statement of the specific objective(s) of each measure and how …
An inspection of the Home Office’s processing of family visas September 2021 …
3. Review and update the existing Equality Impact Assessment (EIA) for Appendix FM to understand the impact on applicants and their dependents who:
An inspection of the Home Office’s Afghan resettlement schemes (October 2022 – …
The Home Office should: ensure that all significant policy updates or developments (as defined in the ‘Home Office Public Sector Equality Duty and Equality Impact Assessment guidance’) in Afghan resettlement …
NAO audit recommendations(41)
Department for Work and Pensions Annual Report and Accounts 2020-21
Produce fraud and error impact statements for any significant policy changes. Where changes require the approval of Parliament, the Department should set out in the public business case and any explanatory memorandum the fraud and error consequences of any new …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Set annual targets for the gross levels of fraud and error and amounts detected over a three-year time horizon. These should be based on the individual strategies and the expected successful delivery of its plans to control fraud and error, …
Rejected
Department for Work and Pensions Annual Report and Accounts 2020-21
Gather evidence on and analyse the cost-effectiveness of each fraud and error control.
Accepted
Child Maintenance
The Department should: a) investigate why fewer people are taking-up CMS than expected and tackle any inappropriate barriers that prevent families using its services. In particular, it should: • research ways in which more people who do not have effective …
Partially accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Supplement MVFE estimates with estimates of the fraud and error that is not included. Types of fraud and error not included (e.g. Universal Credit advances, hidden economy earnings) should be listed and, wherever possible, estimated.
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Put in place a measurement for detected underpayments across all benefits.
Partially accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Ensure that tackling fraud and error is part of claimant-facing staff job design. This should be built into job descriptions, with the right supporting tools andincentives, so that front-line staff recognise that tackling fraud and error is an integral part …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Factor in fraud and error in its resourcing decisions. The Department should consider the fraud and error impacts in its supply and demand modelling for staffng levels, so that it can demonstrate that it has achieved the value-for-money level of …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Ensure that behavioural insights are used extensively in the design of controls to drive claimants towards more compliant behaviours. The Department should seek to understand how claimants respond to the interactions that they have with the Department and tweak controls …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Perform an assessment of the fraud and error costs of using its legacy systems. The Department needs to understand the impact of not being able to make improvements to its control environment due to the inflexibility of its legacy IT …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Introduce a rolling programme to review all its products and services to assess whether their regulations could be altered to help better address fraud and error. Potential barriers created by legislation should also be considered.
Partially accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Ensure that its benefit strategies set out an appropriate balance between deter, prevent and detect controls and the plans for improving each.
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Set as its ultimate goal having and demonstrating it has a cost-effective control environment to counter-fraud and error. This will help to engage Parliament on the issue of regularity. At present, the recorded levels of fraud and error are at …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
• improve the way it uses information from quality checks and explore how it can better use claimant and pensioner contact to identify systemic issues affecting payment accuracy.
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
• undertake a full lessons-learned exercise and make appropriate amendments to processes and controls to ensure such underpayments do not occur in future; and
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
• report the level of fraud identified in all cases subject to eased controls and retrospectively reviewed, to ensure transparency of the fraud and error costs of COVID-19; and
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
• assess the level of fraud and error in advances payments made during the pandemic, to ensure appropriate action can be taken against those who have sought to fraudulently obtain benefts;
Accepted
Child Maintenance
g) develop its approach to managing the quality of the statutory service to support its planned transformation. Our review of the CMS’s operational management suggested that Department should: • develop its understanding of customers’ needs and what actions are most …
Accepted
Child Maintenance
f) develop its counter-fraud and error strategy. Child maintenance payments are between parents and not public money. The risk of customer fraud and error is limited by the controls the Department already has in place. Nonetheless the Department can learn …
Rejected
Child Maintenance
e) review its write-off strategy for the Collect & Pay service child maintenance arrears. No child maintenance debt strategy will be without problems. The current approach will inevitably mean ever-increasing debts being recorded for unpaid maintenance that parents will never …
Rejected
Child Maintenance
d) continue to improve the effectiveness of Collect & Pay collection and enforcements. The Department has already reduced its processing times and identified further ways it can improve its collection and enforcement. It should continue these and also: • map …
Accepted
Child Maintenance
c) improve the effectiveness of Direct Pay arrangements. Direct Pay is designed to be a lighter touch approach and the Department does not monitor every payment. However, it can improve its understanding of the effectiveness of these arrangements and its …
Partially accepted
Child Maintenance
b) assess the affordability and interaction of child maintenance with the welfare system. The rates used to calculate maintenance have not been changed since 1998 and can conflict with the wider aims of the welfare system. Changing this methodology and …
Partially accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
Continue to employ Test and Learn, and iterate its approach to tackling fraud and error. This should enable the Department to collate evidence about what is and is not cost-effective to implement at the level of each control and fraud …
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
I will report further on the systemic underpayment of State Pension later in 2021. As the Department progresses its work on this it should: • ensure clear communications and prompt redress for those affected;
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
• ensure that where overpayments have been identifed, including from retrospective review or criminal attack, there is clear and prompt communication with claimants about the resulting debt they owe;
Accepted
Department for Work and Pensions Annual Report and Accounts 2020-21
The Department’s response to the impact of the COVID-19 pandemic has ensured that those in need received prompt support. However, delivering this support without face-to-face engagement and with control easements led to a signifcant increase in the level of fraud …
Accepted
Implementing employment support schemes in response to the COVID-19 pandemic
b) monitor how far employment support schemes protect jobs, recognising that the approach may need to adapt rapidly in response to how the pandemic evolves over the coming months;
Accepted
Implementing employment support schemes in response to the COVID-19 pandemic
To learn from their experience in implementing the employment support schemes, and to protect taxpayer interests HM Treasury and HMRC should: a) consider how to ensure that reliable data covering as many people as possible can be used to determine …
Accepted
Progress in implementing Universal Credit
DWP should put in place arrangements, informed by its research and testing, to provide effective support for DWP legacy benefit claimants as potentially more vulnerable claimants move to UC.
Accepted
Progress in implementing Universal Credit
DWP should continue the research and testing needed to develop a better understanding of why some legacy benefit claimants do not claim UC and take prompt action, where the evidence indicates it is needed, to adapt its approach and address …
Accepted
Progress in implementing Universal Credit
DWP should update its cost and benefit estimates to reflect the impact of the delay to the move of ESA claimants to UC.
Accepted
Progress in implementing Universal Credit
DWP should continue to build its evidence base on how effectively UC is working, through monitoring, research and evaluation, as part of its ongoing work on benefits realisation generally and on assessing labour market impact specifically.
Accepted
Driver & Vehicle Licensing Agency Annual Report & Accounts 2021-22
HM Treasury should use the findings from the call for evidence, initiated over two years ago, to determine the most suitable future of VED both in respect of any tactical opportunities to improve decarbonisation incentives and to address the long-term …
Accepted
The UK border: Post UK-EU transition period
• Continue to monitor and understand the impact of new border arrangements on trade flows, industry sectors and the wider UK economy. This should inform a strategic approach to the withdrawal of existing support and the introduction of any further …
Accepted
The administrative cost of the tax system
HMRC should publish its estimates of the costs of the tax system to businesses and individuals, and explore how it could identify the burdens on compliant individual taxpayers
Partially accepted
The administrative cost of the tax system
HMRC should take a whole-system view of the cost-effectiveness of the tax system when making administrative changes or advising on policy changes. HMRC should be clear when it is placing increased requirements on taxpayers or intermediaries about the estimated costs …
Partially accepted
The Restart scheme for long‑term unemployed people
e) consider reducing the level of contact participants have with jobcentres. It should update its assessment of the cost-effectiveness of participants continuing to attend both the provider and the jobcentre fortnightly, taking into account the impact on the participant?s incentives …
Accepted
The Restart scheme for long‑term unemployed people
d) Improve its understanding of which claimants are suitable for employment support. It should use the data it has collected on people who were not referred to Restart to help inform expectations about the number of claimants who would benefit …
Accepted
Delivery of employment support schemes in response to the COVID-19 pandemic
In determining how the government should respond in a future crisis: i) HMRC should identify the data it would need to increase accessibility of future schemes and reduce deadweight costs and error and fraud. It should consider plans to improve …
Accepted
Delivery of employment support schemes in response to the COVID-19 pandemic
h) [HM Treasury should] when designing similar grant schemes in the future, devise measurable financial impact tests for consideration by ministers. Where data are not available to validate eligibility we would normally expect a self-assessment of expected income to be …
Accepted
IMB individual recommendations(5)
Peterborough (Women) (2021)
The use of short sentences should be examined critically in terms of their effectiveness versus the impact on families and society.
Ministry of Justice
Eastwood Park (2023)
Are there plans to improve probation services so that women with short sentences are not sent to prison but given community orders to prevent them losing their homes and families, as happens in many cases?
Ministry of Justice
In Progress
Fosse Way (2024)
Prison population changes, such as the early release scheme, have had a huge impact on management and staff, through a significantly increased workload. Before making these decisions, what consideration does the Minister give to the individuals in the prisons affected?
HMPPS
Noted
Fosse Way (2024)
Prison population changes, such as the early release scheme, have had a huge impact on management and staff, through a significantly increased workload. Before making these decisions, what consideration does the Minister give to the individuals in the prisons affected?
Ministry of Justice
Noted
East Sutton Park (2025)
What assessment has the Minister made of the impact of the Female Offender Strategy Delivery Plan on the number of women receiving short custodial sentences? Has the plan contributed to any reduction such sentences?
Ministry of Justice
Noted
PHSO casework decisions(106)
P-001325 — Department for Work & Pensions
Mr A complained DWP failed to process his Income Support applications after stopping his benefits, prolonging financial hardship and causing credit card debt interest.
UK Government
Upheld
Mar 2022
P-003055 — Department for Work and Pensions
Mr A complained the DWP failed to pay the correct amount of rent through an Alternative Payment Arrangement since August 2021, resulting in financial disadvantage and frustration.
UK Government
Oct 2024
P-003180 — Department for Work and Pensions
DWP failed to correctly assess his Employment and Support Allowance entitlement in 2012 and 2016, and misadvised him in 2016 about his occupational pension, causing financial loss.
UK Government
Partly Upheld
Nov 2024
P-003296 — Department for Work and Pensions
Miss A complained DWP incorrectly closed her UC account, failed to respond to mental health messages, delayed advising Debt Management of a revised decision, and was rude, causing financial hardship and distress.
UK Government
Upheld
Jan 2025
P-001749 — HM Revenue and Customs
Ms I complained HMRC refused to consider evidence about her children, leading to tax credit claim closure and a debt. She sought error acceptance and arrears write-off.
UK Government
Jan 2023
P-001706 — Department for Work and Pensions
DWP wrongly applied sanctions to Mr U's Universal Credit claim, causing financial hardship. He also complained about rude staff during an appointment.
UK Government
Jan 2023
P-001912 — Department for Work and Pensions
Mr A complained DWP incorrectly sanctioned him and underpaid benefits between 2018-2019, causing financial hardship. He felt DWP's compensation offer was insufficient.
UK Government
Mar 2023
P-001853 — Department for Work and Pensions
Mrs X complained on behalf of her vulnerable daughter that DWP processed fraudulent Universal Credit claims, demanded repayment despite her daughter being a victim, and provided poor communication.
UK Government
Mar 2023
P-003887 — Department for Work and Pensions
Mr and Dr A complained DWP did not adequately support them with Carer’s Allowance, Attendance Allowance, and Support for Mortgage Interest (SMI), ignoring requests and causing stress.
UK Government
Jul 2023
P-003143 — Department for Work and Pensions
Mrs O complained DWP offered insufficient compensation (£500) after failing to pay her mother DLA for eight years, which impacted her post-stroke rehabilitation opportunities.
UK Government
Nov 2024
P-003232 — Department for Work and Pensions
Miss A complained DWP wrongly alleged undeclared pension income, altered evidence for a tribunal, and initiated a fraud investigation during COVID-19, causing distress and health issues.
UK Government
Dec 2024
P-003307 — Department for Work and Pensions
Mr T complained the DWP gave incorrect advice regarding backdated LCWRA payments, causing him significant distress, self-harm, and financial loss.
UK Government
Jan 2025
P-003293 — UK Visas and Immigration (UKVI)
Mr G complained UKVI incorrectly applied a 'no recourse to public funds' condition, making him ineligible for tax credits and causing prolonged financial worry.
UK Government
Upheld
Jan 2025
P-003389 — UK Visas and Immigration (UKVI)
Mrs D complained UKVI incorrectly applied a 'no recourse to public funds' condition to her leave to remain, preventing her from claiming benefits between October 2013 and December 2014.
UK Government
Upheld
Feb 2025
P-003632 — Department for Work and Pensions
Mrs X complained the DWP misadvised her about applying for PIP, failed to act on her worsening condition, causing financial loss, and offered insufficient compensation for their errors.
UK Government
Partly Upheld
Jun 2025
P-003715 — Department for Work and Pensions
Mr N complained DWP gave incorrect advice, causing him to claim Universal Credit unnecessarily, and failed to action a mandatory reconsideration, leading to financial hardship and distress.
UK Government
Jul 2025
P-004559 — Child Maintenance Service (CMS)
Mrs A complained the CMS failed to enforce maintenance arrears, delayed a reconsideration request, and did not respond to complaint letters, causing significant stress and financial loss.
UK Government
Dec 2025
P-001131 — HM Revenue & Customs
Mr C complained HMRC unfairly refused his SEISS grant application in June 2020, alleging it did not consider his personal circumstances or an honest mistake on his tax return.
UK Government
Oct 2021
P-001133 — HM Revenue & Customs
Mr W complained HMRC wrongly denied him a SEISS grant due to a tax return error and that the Adjudicator's Office failed to investigate his complaint properly.
UK Government
Oct 2021
P-001225 — HM Revenue & Customs
Mrs B complained HMRC wrongly refused her SEISS grant applications multiple times, despite her being self-employed and having lost income due to the coronavirus pandemic.
UK Government
Dec 2021
P-001221 — HM Revenue & Customs
Mr O complained HMRC wrongly deemed him ineligible for the SEISS grant in May 2020, despite a genuine tax return mistake and prior assurances of eligibility, causing financial and mental distress.
UK Government
Dec 2021
P-001260 — HM Revenue & Customs
Mrs A complained HMRC wrongly declined her SEISS grant application. HMRC mistakenly identified an 18-year business investment as 2018-19 income, causing financial disadvantage and distress.
UK Government
Jan 2022
P-001323 — HM Revenue & Customs
Mr R complained HMRC unfairly declined his CJRS support, citing system faults, alternative submissions, and unclear criteria, causing severe financial hardship and family breakdown.
UK Government
Mar 2022
P-001361 — HM Revenue & Customs
Mr J complained HMRC unfairly denied him SEISS grants, despite his belief he filed his tax return and eligibility for support, causing distress and financial strain.
UK Government
Upheld
Apr 2022
P-001398 — Department for Work & Pensions
Mrs O complained DWP failed to consider her terminally ill husband's health when pursuing a Pension Credit overpayment and denied his appeal rights. She also suffered stress from debt management.
UK Government
Partly Upheld
May 2022
P-001564 — HM Revenue and Customs
HMRC did not adequately inform employers about the 31 July 2020 deadline for CJRS applications, causing Mr R's company to miss a £290,823 payment and experience financial hardship.
UK Government
Oct 2022
P-003847 — HM Revenue and Customs
Mr A complained HMRC unfairly declined his SEISS access in 2021, claiming a "computer glitch" caused his tax return's late submission, which affected eligibility.
UK Government
Jul 2023
P-003828 — Child Maintenance Service
Mr I complained the CMS unfairly claimed maintenance from him while unemployed and charged extra for collection, despite direct payments, causing overpayment and distress.
UK Government
Jul 2023
P-002504 — Home Office
Ms G complained the Windrush Compensation Scheme's payment was insufficient for her lost employment and life impact, and she was not informed about review options.
UK Government
Mar 2024
P-002759 — Home Office
Mr J complained the Home Office’s Windrush Compensation Scheme unfairly rejected parts of his claim, including immigration fees, impact on life, living costs, and discretionary categories.
UK Government
Jul 2024
P-002976 — Child Maintenance Service (CMS)
Mr R complained CMS ignored evidence of his low income, using outdated figures to calculate child maintenance, and didn't consider money his ex-wife owed him.
UK Government
Sep 2024
P-002978 — HM Revenue and Customs
Mrs T complained HMRC incorrectly denied her Self Employment Income Support Scheme (SEISS) grants, failed to pay approved appeals, and poorly handled her complaint, causing financial loss.
UK Government
Sep 2024
P-002989 — Department for Work and Pensions
Mrs R complained DWP gave her incorrect information in 2012, causing her to delay claiming Bereavement Benefit until too late, missing financial assistance.
UK Government
Sep 2024
P-003378 — HM Revenue and Customs
HMRC wrongly reduced tax credits despite evidence and refused a mandatory reconsideration request for the 2016-2017 tax year, causing repayment burden.
UK Government
Feb 2025
P-003376 — Home Office
Mrs U complained the Home Office wrongly refused her Windrush Compensation Scheme claim and that she was incorrectly issued a Jamaican passport instead of a British one in 1979.
UK Government
Feb 2025
P-003519 — Home Office
Miss D complained the Home Office's Windrush Compensation Scheme award was insufficient, arguing it did not adequately reflect her lost employment, career progression, and private pension.
UK Government
Apr 2025
P-003575 — Home Office
Mr A complained the Windrush Compensation Scheme overlooked his unstamped passport, impacting employment, and that the scheme provided unclear communication and inadequate support for his claim.
UK Government
May 2025
P-003707 — HM Revenue and Customs
Mr M complained HMRC provided misleading information about tax on his deferred state pension lump sum, causing him to pay an avoidable additional £11,891.71.
UK Government
Jul 2025
P-004311 — Home Office
Mr A complained the Windrush Compensation Scheme unfairly refused his compensation claim for loss of employment and life impact, alleging improper consideration of his citizenship status.
UK Government
Nov 2025
P-004319 — Home Office
Complaint alleged the Home Office's Windrush Compensation Scheme did not seriously consider the impact on his life or provide adequate financial compensation.
UK Government
Nov 2025
P-004445 — Home Office
Ms S complained the Home Office WCS made the wrong compensation decision, refused to consider her difficulties, and used a confusing process with excessive information requests.
UK Government
Dec 2025
P-004485 — Department for Work and Pensions
Mr V complained DWP wrongly requested a refund for a Universal Credit Advance loan, caused by their error, and provided poor customer service with unkept promises.
UK Government
Dec 2025
P-004657 — Department for Work and Pensions
DWP ignored his journal entries about a job change and continued sending attendance requests despite a doctor's certificate, causing significant stress and self-harm.
UK Government
Jan 2026
P-004634 — Department for Work and Pensions
Mr U complained the DWP wrongly advised him to claim Universal Credit in 2017, resulting in a loss of income and significant lasting distress without full redress.
UK Government
Jan 2026
P-001481 — The Adjudicator's Office
Ms K complained HMRC's inconsistent guidance and auto-populated tax returns led to her ineligibility for SEISS. She also alleged the Adjudicator's Office provided incomplete responses to her complaint.
UK Government
Jul 2022
P-001707 — Department for Work and Pensions
DWP incorrectly claimed an overpayment and handled Mr B's contact about his PIP application poorly, including rude staff and insufficient time for evidence.
UK Government
Jan 2023
P-001847 — Department for Work and Pensions
DWP refused to reimburse legal fees for a judicial review and did not adequately compensate Mr R for distress caused by unaddressed mandatory reconsideration requests over five years.
UK Government
Jan 2023
P-001921 — Independent Assessment Services
Ms O complained IAS took too long to assess her for PIP, causing significant financial hardship, debt, and emotional distress due to delayed payments.
UK Government
Upheld
Mar 2023
P-002348 — Child Maintenance Service (CMS)
Mr A complained the CMS did not adequately compensate him for failing to notify him his child maintenance case closed, causing unnecessary payments and financial disadvantage.
UK Government
Upheld
Dec 2023
P-002395 — Child Maintenance Service (CMS)
Mr D complained CMS did not follow correct procedures for a Deduction from Earnings Order (DEO), causing financial hardship and relationship damage, and delayed escalating his complaint.
UK Government
Jan 2024
LGO / SPSO decisions(763)
21-010-849 — Wyre Borough Council
Summary: We will not investigate Mr X’s complaint that the Council failed to properly advise him about a COVID-19 business grant scheme. This is because there is no evidence of fault by the Council and its actions did not cause Mr X significant injustice.
LGO (Local Government & …
Benefits And Tax
Jan 2022
21-009-799 — London Borough of Bexley
Summary: We found fault with the Council in the way it handled Mrs X’s appeal against a decision to refuse her a discretionary housing payment (DHP). There was also a lack of information on the Council’s website. This caused Mrs X avoidable confusion. To remedy the injustice, the Council will …
LGO (Local Government & …
Benefits And Tax
Upheld
May 2022
21-000-001 — London Borough of Southwark
Summary: Mr B complained that the Council refused his applications for discretionary housing payments (DHPs) for help with housing costs and for a deposit on a flat. We found no grounds to question the Council’s decision in relation to Mr B’s applications for DHPs for help with rent but the …
LGO (Local Government & …
Benefits And Tax
Upheld
May 2022
22-003-735 — Darlington Borough Council
Summary: We will not investigate this complaint about eligibility for the hardship support fund. This is because there is insufficient evidence of fault by the Council.
LGO (Local Government & …
Benefits And Tax
Jul 2022
23-015-745 — London Borough of Southwark
Summary: Mrs H complains the Council allowed her application for a disability band reduction on her council tax, but later said it had made an error and she did not qualify for a reduction. But she had reasons why the Council’s decision was wrong. Our decision is there was fault …
LGO (Local Government & …
Benefits And Tax
Upheld
Aug 2024
24-007-115 — London Borough of Brent
Summary: Mrs X complained about the way the Council assessed her request for a Discretionary Housing Payment. Mrs X says this caused her distress and financial losses. We have found fault in the Councils actions for failing to confirm if Mrs X received either Housing Benefit or Universal Credit before …
LGO (Local Government & …
Benefits And Tax
Upheld
Mar 2025
24-013-910 — Wirral Metropolitan Borough Council
Summary: Mrs B complained the Council told her she was entitled to council tax support (CTS), but later told her she was not, resulting in a large overpayment. There was fault by the Council. It delayed reviewing Mrs B’s CTS entitlement after it had received a notification her circumstances had …
LGO (Local Government & …
Benefits And Tax
Upheld
Jun 2025
25-001-989 — Royal Borough of Kingston upon Thames
Summary: We cannot investigate Ms X’s complaint about the handling of her Jobseeker’s Allowance claim because it lies outside our jurisdiction. This is because the complaint is not about an administrative function of the Council. The Council is not responsible for the issues raised as it is about decisions made …
LGO (Local Government & …
Other Categories
Jul 2025
201508911 — Glasgow City Council
Mr C applied to the council for a Community Care Grant from the Scottish Welfare Fund after moving into a new, unfurnished home. He was initially awarded the majority of items he requested but was refused others, including hallway and bathroom carpets, a washing machine, and a microwave. Dissatisfied with …
SPSO (Scottish Public Se…
Local Government
Upheld
Jun 2016
25-011-287 — Warwickshire County Council
Summary: We will not investigate this complaint about the Council’s decision to decline Mr X’s application for its local welfare scheme. This is because an investigation would be unlikely to find fault with the Council’s actions.
LGO (Local Government & …
Benefits And Tax
Jan 2026
21-001-407 — London Borough of Bexley
Summary: Miss Y complains about the Council’s decision to refuse her application for a Discretionary Housing Payment while she was pregnant and caring for a young child. The Ombudsman finds fault by the Council, which caused Miss Y distress and uncertainty. This is because we find the Council failed to …
LGO (Local Government & …
Benefits And Tax
Upheld
Jan 2022
21-004-397 — London Borough of Islington
Summary: Mr X complained the Council wrongly refused his application for the Additional Restrictions Grant causing him financial hardship. There is no evidence of fault in how the Council considered Mr X’s application.
LGO (Local Government & …
Benefits And Tax
Not Upheld
Jan 2022
21-002-086 — Burnley Borough Council
Summary: Mrs X complained that the Council wants her to repay a business grant it awarded her. She said the Council did not properly consider her evidence, and will not let her repay it in instalments. Mrs X said the situation made her ill, caused her to lose sleep, and …
LGO (Local Government & …
Benefits And Tax
Upheld
Jan 2022
21-015-507 — Medway Council
Summary: We will not investigate this complaint about the suspension and termination of Mrs X’s housing benefit claim. It is reasonable for Mrs X to appeal to the independent First-Tier benefits tribunal about the decision that she is no longer entitled to benefit for the period in question.
LGO (Local Government & …
Benefits And Tax
Feb 2022
21-006-085 — London Borough of Lambeth
Summary: Ms C complained about the Council’s response when she requested a discretionary council tax reduction. We found some fault with the way the Council handled her request. We also found fault with the Council for a delay making reasonable adjustments for Ms C. The Council agreed actions to remedy …
LGO (Local Government & …
Benefits And Tax
Upheld
Feb 2022
21-002-315 — North Tyneside Metropolitan Borough Council
Summary: Mr X complained the Council unfairly excluded home-based businesses from its COVID-19 Local Restrictions Support Grant scheme. He also said the Council gave misleading information about its grant schemes and failed to exercise discretion. The Ombudsman found the Council was at fault for not keeping a record of its …
LGO (Local Government & …
Benefits And Tax
Upheld
Feb 2022
22-004-485 — Canterbury City Council
Summary: We will not investigate this complaint about the Council’s actions in holding properties liable for council tax because the matter affects all or most of the population of the area.
LGO (Local Government & …
Benefits And Tax
Jul 2022
22-004-563 — Stockton-on-Tees Borough Council
Summary: We cannot investigate this complaint about the Council’s council tax reduction policy as its provisions can only be challenged by judicial review. Miss X can appeal to the Valuation Tribunal in respect of the Council’s decision on council tax liability and the amount it has awarded her in terms …
LGO (Local Government & …
Benefits And Tax
Jul 2022
21-017-081 — Luton Borough Council
Summary: Miss X complained the Council was wrong to pursue an overpayment of a discretionary housing payment. This caused her distress time and trouble. We find fault as the Council did not properly consider whether it should recover the overpayment. The Council offered to write off the overpayment. The Council …
LGO (Local Government & …
Benefits And Tax
Upheld
Jul 2022
22-003-992 — Thanet District Council
Summary: We will not investigate this complaint about the Council’s enforcement agents visiting Mr X about debts he did not owe. This is because the Council has agreed our invitation to provide a suitable remedy for the injustice its faults caused.
LGO (Local Government & …
Benefits And Tax
Upheld
Aug 2022
22-005-397 — Welwyn Hatfield Borough Council
Summary: We will not investigate this complaint about the Council’s decision to only provide discretionary energy rebate payment to individuals who received council tax support before, or on, 1 April 2022. This is because there is insufficient evidence of fault to justify an investigation.
LGO (Local Government & …
Benefits And Tax
Aug 2022
22-006-322 — Dorset Council
Summary: We will not investigate this complaint about a council tax banding change. This is because it is unlikely that we would find fault. It is reasonable to expect Miss Y to appeal to the Valuation Tribunal, and any remaining injustice is not significant enough to warrant our investigation.
LGO (Local Government & …
Benefits And Tax
Sep 2022
22-002-879 — City of Bradford Metropolitan District Council
Summary: Mrs X complained the Council delayed in sending her application for Attendance Allowance to the Department for Work and Pensions. The Council was at fault for a six week delay. This meant Mrs X received her benefit later than she reasonably could have done. The Council has already apologised …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2022
22-007-172 — Chorley Borough Council
Summary: We will not investigate this complaint about the Council’s decision that the complainant is not eligible for the £150 energy rebate. This is because there is insufficient evidence of fault by the Council.
LGO (Local Government & …
Benefits And Tax
Sep 2022
22-008-514 — City of Bradford Metropolitan District Council
Summary: We will not investigate Mr B’s complaint that the Council has wrongly sent a council tax demand to him rather than his landlord. This is because it is reasonable for Mr B to put in an appeal to the Valuation Tribunal.
LGO (Local Government & …
Benefits And Tax
Sep 2022
22-007-444 — London Borough of Barnet
Summary: We will not investigate Mr X’s complaint the Council delayed in crediting his council tax account or refunding him with £77.95 which he had overpaid in 2015. There is insufficient injustice. Mr X complains late about the general handling of his council tax account at a previous address in …
LGO (Local Government & …
Benefits And Tax
Sep 2022
23-015-598 — London Borough of Enfield
Summary: Mr X complains about the Council’s refusal to award him an energy rebate causing him distress and financial hardship. We fault in the way the Council considered Mr X’s entitlement to the energy rebate payment and gave him incorrect information about the scheme. The Council has offered a suitable …
LGO (Local Government & …
Benefits And Tax
Upheld
May 2024
23-018-931 — East Devon District Council
Summary: We will not investigate this complaint about a Discretionary Hardship Payment as there is no evidence of fault by the Council.
LGO (Local Government & …
Benefits And Tax
Jun 2024
24-007-104 — London Borough of Bexley
Summary: We will not investigate Ms X’s complaint about recovery of housing benefit overpayment. A complaint about the original decision in 2022 is late. The Council has recently offered to review the decision if Ms X provides additional information. It is reasonable for her to accept this offer.
LGO (Local Government & …
Benefits And Tax
Sep 2024
23-013-601 — Birmingham City Council
Summary: We will not investigate this complaint. On the central point about alleged failure to obey a court order, Mr X can reasonably take court action. We cannot consider actions related to the Council’s management of social housing. Whether Mr X should receive his court costs and compensation are properly …
LGO (Local Government & …
Benefits And Tax
Oct 2024
24-022-884 — West Northamptonshire Council
Summary: We will not investigate this complaint about housing benefit and council tax reduction. It is reasonable to expect Miss X to use, or to have used, her tribunal appeal rights. It is reasonable to expect Miss X to take court action for the alleged damage to her health. It …
LGO (Local Government & …
Benefits And Tax
Mar 2025
25-001-291 — Cheshire East Council
Summary: We will not investigate this complaint about an application for support from the Household Support Fund. This is because there is insufficient evidence of fault by the Council.
LGO (Local Government & …
Benefits And Tax
Jul 2025
201904053 — Scottish Government
C complained the Scottish Government had repeatedly failed to provide them with accurate information about agricultural grants that they were entitled to apply for. C said they had repeatedly visited the local office without receiving accurate information. C had complained about their experience but they had not received a response …
SPSO (Scottish Public Se…
Scottish Government
Partly Upheld
May 2021
25-019-050 — Melton Borough Council
We will not investigate this complaint about the Council’s handling of Mr X’s council tax account because it is reasonable to allow the Council the opportunity to consider the matter first.
LGO (Local Government & …
Benefits And Tax
Feb 2026
25-015-586 — Rushcliffe Borough Council
We will not investigate Mr X’s complaint about a long-term empty council tax premium being applied to his late mother’s property. It would be reasonable for Mr X to appeal to the Valuation Tribunal.
LGO (Local Government & …
Benefits And Tax
Feb 2026
25-015-370 — West Northamptonshire Council
We will not investigate Mr X complaint about council tax billing. The Council provided a suitable remedy.
LGO (Local Government & …
Benefits And Tax
Upheld
Feb 2026
21-007-142 — Kirklees Metropolitan Borough Council
Summary: Mr X complained the Council delayed paying him a COVID-19 business grant and wrongly refused other COVID-19 business grants, which added to the financial difficulties the business suffered as a result of the pandemic. The Council was at fault for a delay in reconsidering one of the grants after …
LGO (Local Government & …
Benefits And Tax
Upheld
Jan 2022
20-009-734 — Barnsley Metropolitan Borough Council
Summary: Miss X complained about the Council’s administration of a business grant scheme, its decision on her application and its complaint handling, causing her distress and financial loss. We found the Council at fault causing Miss X injustice. We recommended the Council provide Miss X with an apology, payment for …
LGO (Local Government & …
Benefits And Tax
Upheld
Jan 2022
20-010-768 — Kirklees Metropolitan Borough Council
Summary: Mr X complained the Council wrongly refused a COVID-19 business grant, which added to the financial difficulties his business suffered during the pandemic. The Council was at fault for taking too long to make its decision and did not fully explain its reasons, causing injustice to Mr X for …
LGO (Local Government & …
Benefits And Tax
Upheld
Jan 2022
21-012-566 — Horsham District Council
Summary: We will not investigate this complaint about the Council’s decision not to award another Discretionary Housing Payment. This is because there is insufficient evidence of fault by the Council.
LGO (Local Government & …
Benefits And Tax
Jan 2022
21-012-545 — Wigan Metropolitan Borough Council
Summary: We will not investigate this complaint about the Council’s refusal to apply a council tax exemption. This is because there is insufficient evidence of fault and because there is a right of appeal to the Valuation Tribunal.
LGO (Local Government & …
Benefits And Tax
Jan 2022
21-013-306 — City of Bradford Metropolitan District Council
Summary: We will not investigate this complaint about the Council refusing one of Miss X’s applications for a
LGO (Local Government & …
Benefits And Tax
Jan 2022
20-013-426 — Northumberland County Council
Summary: Mr X complains the Council unfairly refused his application for a COVID-19 business grant because his home address is outside the Council area, and this caused financial hardship. The Council’s published grant criteria required businesses to be located in and operating within the council area and because Mr X …
LGO (Local Government & …
Benefits And Tax
Not Upheld
Jan 2022
21-013-834 — London Borough of Barnet
Summary: We will not investigate this complaint about council tax. This is because it is reasonable to expect Mr and Mrs Y to appeal to the Valuation Tribunal.
LGO (Local Government & …
Benefits And Tax
Jan 2022
21-013-385 — Buckinghamshire Council
Summary: We will not investigate this complaint about council tax arrears because there is insufficient evidence of fault by the Council.
LGO (Local Government & …
Benefits And Tax
Jan 2022
21-013-103 — London Borough of Richmond upon Thames
Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse his application for business rates relief as there is no evidence of fault in the decision. We will not investigate his complaint about the Council’s demand for payment of his business rates arrears as it has …
LGO (Local Government & …
Benefits And Tax
Jan 2022
21-000-855 — Leicester City Council
Summary: Mr B complains the Council charged him a council tax premium as his property was vacant for more than two years. He says it was only vacant for the full two years because of his ill health and lockdown so it is unfair for the Council to charge this. …
LGO (Local Government & …
Benefits And Tax
Not Upheld
Jan 2022
21-008-879 — Selby District Council
Summary: Miss X complains the Council’s policy for determining how much council tax reduction someone should receive is unfair and does not accurately reflect her universal credit payments. She says this means she receives less of a reduction in her council tax and the matter has had a negative effect …
LGO (Local Government & …
Benefits And Tax
Not Upheld
Feb 2022
21-014-582 — Stockport Metropolitan Borough Council
Summary: Mr X complains about the service of a summons by the Council for unpaid council tax, which he disputes. We will not investigate this complaint because there is no evidence of fault and there is a right of appeal to a Valuation Tribunal for liability disputes.
LGO (Local Government & …
Benefits And Tax
Feb 2022
21-004-901 — London Borough of Newham
Summary: Mr X complained the Council wrongly refused him business grants and was poor in its communications, causing him distress and financial loss. We found fault in the Council’s decision making and communications causing injustice. We recommended the Council provide an apology, pay Mr X for distress, time and trouble, …
LGO (Local Government & …
Benefits And Tax
Upheld
Feb 2022