Social Security System

Baroness Janke Excerpts

Tuesday 22nd March 2022 Lords Chamber

[Baroness Stedman-Scott (Con)]

These matters are discussed in all our ministerial meetings. I can confirm to the noble Baroness that I will redouble my efforts in the department to raise these issues. The Government want to do what we can to support people in these difficult times—please do not think that we do not want to.

[Baroness Janke (LD)]

My Lords, the report provides testimony from claimants that they are not always treated with respect by DWP staff. Will the Government introduce measures to improve the relationship between claimants and the DWP; for example, by providing a single point of contact or caseworker, including people with lived experience in staff training, and ensuring that staff understand the impact of disabilities, domestic abuse and racism on claimants?

[Baroness Stedman-Scott (Con)]

I am very disappointed to hear that there are claimants who feel they are not treated properly. I can confirm that the single point of contact—the one person—is the work coach. We have been expanding their role and training them to deal with the issues that the noble Baroness raises. We are giving them reasonable case loads and we are making sure that they address and help people with the dignity that they should receive. One of the most important points the noble Baroness made was on including first-hand experiences. It is in speaking to clients and spending time with them to find out how their experience has been that we are able to learn and make changes to the system.