State Pension Underpayment Errors

Baroness Deech Excerpts

Tuesday 16th May 2023 Lords Chamber

[Viscount Younger of Leckie (Con)]

I note what my noble friend says about the gender disparities, which we are alert to. Indeed, the department has a discretionary scheme which allows special payments to be made to customers to address any hardship, but particularly injustice caused by DWP maladministration. Consistent with other large-scale LEAP exercises, special payments under the DWP discretionary scheme will not, however, routinely be made, but I assure the House that they are regarded or assessed on a case-by-case basis. Finally, on prioritising, it is important to note that we are prioritising those who are alive over those who are deceased.

[Baroness Deech (CB)]

My Lords, I am one of those women who were underpaid. For years, I got £6 a week—I was very exercised over how to spend it—whereas many of my women friends who had never worked at all were getting much more than that. With expert advice, I was able to access the department and it was set right, but it seemed to me that the problem was how to access the department. Once it had the issue in hand it responded, but people need to know the email addresses and there need to be pamphlets in post offices. There need to be easy ways for older people to speak to someone in the department and get an answer when they write—without, of course, having to hold on to the phone for ages. Will the Minister ensure that that happens?

[Viscount Younger of Leckie (Con)]

Indeed, and it is very important that we engage much more closely with the customer base. Where underpayments are identified, the DWP will contact the individual to inform them of any changes to their state pension amount and of any arrears involved. There is now, I am pleased to say, a more direct route for those inquiring about underpaid state pension. Guidance on this, the House may not be surprised to hear, is on GOV.UK and went live in July last year.