Universal Credit

Baroness Lister of Burtersett Excerpts

Monday 5th November 2018 Lords Chamber

[Baroness Buscombe]

Absolutely. We will make sure that these regulations will be part of the proper process.

[Baroness Lister of Burtersett (Lab)]

My Lords, I welcome the concessions in response to SSAC, and I think we owe SSAC and all the organisations that gave evidence to it a big debt. SSAC recommended that before the department starts the migration process it should undertake what it called a “rigorous and transparent assessment” including,

“how effectively Universal Credit … is currently operating”.

Given the Public Accounts Committee’s observation of,

“a culture of denial … in the face of any adverse evidence”,

how can we be confident that the DWP’s acceptance in principle of this recommendation will mean that, before managed migration, it really will tackle the design flaws that all the organisations on the ground are saying are preventing UC operating effectively? Following on from my noble friend, why will those who do not claim within one month of the new target date not get transitional protection, when Ministers constantly say that everyone will get transitional protection?

[Baroness Buscombe]

My Lords, let me make it clear that we are now in a very different place from when that PAC report was drafted. We are injecting an additional £4.5 billion into the system to support the migration on to universal credit. We are in a place where we are already spending £100 billion on benefits for people of working age; we have to think about sustainability and affordability.

When it comes to testing the system, we will adjust and amend our processes according to how claimants respond, which we will identify through ongoing user research with claimants, where we look to establish why claimants did not interact with the service and what they found difficult. We will use that to improve the processes. At the end of the day, though, we cannot leave the process entirely open-ended, where people for whatever reason do not choose to migrate. The important thing is that that is why we are having the whole preparation and learning process—to understand why there could be anyone who fails to go through the process or there is more than one month after the closure of when they should have applied to go on to universal credit.

We will be spending time and a lot of input into advertising campaigns; communications by text, phone and letter; and home visits. Those people will not be falling through the cracks without an extraordinary amount of effort on the part of our 83,000 employees at the DWP, who are not a department in any denial whatsoever. They want this to work. They are excited about it and work hard for it; they will help us to succeed, to the best of our ability.