Responding to MPs’ Queries: DWP Performance

Debate between Iain Duncan Smith and Guy Opperman

Tuesday 6th December 2022 Commons Chamber

[Guy Opperman]

I wanted to come to that point, which I will deal with in several ways. The hon. Gentleman will be aware and will understand that much of the correspondence to the Department is complex; it is not simple stuff that can be assessed. I was the Minister with responsibility for pensions for five years where the entitlement to, say, pension credit had to be assessed on a case-by-case basis. Those things take time.

The hon. Gentleman raised the letter that he wrote on 29 June. It is my strong assurance from the Department that at 10:42 on 31 August—I have the email printout here—his standard parliamentary email inbox received a specific correspondence in relation to that letter. That may have got lost in the ether, but the assertion is strongly made by the Department that it replied on 31 August at 10:42.

On the hon. Gentleman’s campaign, I applaud and endorse his work, but he will understand that, post covid, all Departments are resurrecting and reincarnating various hotlines and capabilities. I take on board one key point—obviously, I will try to answer his other point too—that it is not always possible to reply within 20 working days, and in such instances, the Department must ensure that correspondence is responded to as quickly as possible and that the correspondent is kept informed, particularly where there is likely to be a significant delay in sending a full reply. I accept that it is important to highlight that many cases that the DWP receives are complex, so it is particularly important that individual situations and circumstances are looked into carefully and properly, and that a full and considered response is given. I genuinely take his criticisms on board, however, because they are honestly made and well thought through.

I will touch briefly on other ways to communicate with the Department. On parliamentary questions, we have a 90.8% response time for named day parliamentary questions, which is 277 out of 305 over the last period, and for ordinary written questions, there is a 93.5% response time, which is 389 out of 416.

The hon. Gentleman raised a number of other specific matters. I totally accept that, on the one key point about his ongoing treatment and how it is handled, the individual Minister who deals with correspondence at the Department for Work and Pensions, as he knows because we discussed this earlier, is Baroness Stedman-Scott in the other place. If there are any matters arising out of this, she will go through them and write to the hon. Gentleman—in good time, I hasten to add—to ensure that a proper response is given.

I want to contextualise two other quick points, and I have a little time. The first is that all efforts by the Department need to be judged against the background of covid and the background of the cost of living support. This is the Department that has had to deal with the £37 billion package set out by the Chancellor in May. That includes, as we all know, the £650 cost of living support, the £300 extra winter fuel payment and the £150 disability cost of living payment. We have had to find people and use them to deliver all those things, which is a massive enterprise. While the hon. Gentleman is right to have legitimate criticism of individual cases, they have to be seen in that context.

On top of that, the hon. Gentleman will be aware that, in the September sitting of Parliament and then subsequently in the 17 November autumn statement, again a vast amount of things were brought forward, ranging from the further energy support package to the extra cost of living support and the energy price guarantee. Those are all things that have had to be brought forward and actioned by the Department for Work and Pensions.

[Sir Iain Duncan Smith (Chingford and Woodford Green) (Con)]

rose—

[Guy Opperman]

Of course I give way to my right hon. Friend, who was the Secretary of State for six years.

[Sir Iain Duncan Smith]

I apologise to the hon. Member for Glenrothes (Peter Grant) for not being here earlier, but I did let him know that I was delayed.

May I say with the deepest respect, because nobody respects the Department more than me, that I just do not think this correspondence is working? We got a call in my office the other day to say that it would not now be writing to us, because people were too hard-pressed in the Department to write to anybody and they would make a quick call. We did not want a call; we want correspondence. When I was in the Department, the Secretary of State and Ministers all signed off their own correspondence, and nothing went out of the door that they had not read and checked. That had added value in that we knew what was going on in the Department. Each Minister should sign off every single bit of correspondence to MPs, and anything else is simply substandard, if the Minister does not mind my saying so.

[Guy Opperman]

I take my right hon. Friend’s point very seriously, and we will look into that specific point. I am not aware of the individual example of course, but we will definitely reach out to his office tomorrow to ensure that we get chapter and verse on that specific case. He will know and understand—and I am not disputing that we need a verification of his particular case—that responses in certain cases are handled by officials and responses in other cases are handled by Ministers and the Secretary of State. I cannot possibly comment on the nature of this case, but it is very traditional and usual for anything from a Member of Parliament to be responded to by the Member of Parliament who happens to be a Minister or the Secretary of State. That is clearly the normal way, but I will look into this and make sure that Baroness Stedman-Scott writes to him promptly and investigates the matter forthwith.

I want briefly to touch on two final points. On FOI handling, there was a 97% response time for quarter 1 and a 96% response time for quarter 2. On the correspondence guidance, clearly the hon. Member for Glenrothes can hold the DWP to account, but a whole bunch of guidance is set out for all Departments—it is published quarterly, and it is available both in the House of Commons Library and on gov.uk—from which he can see a comparison of this Department with other Departments.

While the statistics show that most Members do receive timely replies from the DWP, there is clearly room for improvement, and I take that on board. We closely monitor that performance, we take on board the points raised by those on both sides of the House, and we will ensure that things are done better in the future.

Question put and agreed to.

Universal Credit

Debate between Iain Duncan Smith and Guy Opperman

Wednesday 9th July 2014 Commons Chamber

[Mr Duncan Smith]

I will give two answers. First, the Minister of State, Department for Work and Pensions, my right hon. Friend the Member for Wirral West, stated what is factually correct: that the strategic business plans for this Parliament have all been approved. That is an absolute fact. Secondly, it was I who was not happy with the way the development was taking place nearly two years ago, and who instigated the first process through my red team report. That is correct and I stand by that. Working with the Cabinet Office, we changed the plan. The plan is now being delivered exactly as the Public Accounts Committee, on which the hon. Lady sits, wanted us to deliver it, with all the necessary checks and balances. I would have thought, therefore, that she would congratulate us.

[Guy Opperman (Hexham) (Con)]

Companies in the north-east provide some of the computer and IT support for universal credit, providing welcome jobs there. I have met the staff at those institutions, and they are committed to the project, which is getting people back into work and training, and they are supportive of the slow, careful and measured way in which we are rolling out universal credit, which, after all, is something that the whole House supports.

[Mr Duncan Smith]

Again, we hear reason from the Government Benches. My hon. Friend is absolutely right. It is necessary to roll out the programme carefully so that it works, and so that we do not end up, as we did with tax credits, with 400,000 people not getting any money and going off to food banks and getting food parcels. That is the shambles that the Labour party created. We will not repeat it.

DWP: Performance

Debate between Iain Duncan Smith and Guy Opperman

Monday 30th June 2014 Commons Chamber

[Mr Duncan Smith]

I think that I have been pretty clear about the end-state solution. It is universal credit completely delivering to everybody in the UK. That is the end-state solution—live, online and fully protected. Perhaps I need to spell it out to the hon. Lady again. On PIP, I will simply say that we did not rush it. We have kept control of the level and scale of the roll-out. As we have learnt what the difficulties are, we have made changes, working with the providers. I will demonstrate in a moment that we are driving those numbers down to reasonable levels, as expected.

[Guy Opperman]

Government Members welcome the rise in job numbers, which have improved by 30%-plus in Hexham. I also welcome the transformation in universal credit, which is fixing a broken system. The pathfinders, the pilots and the reform are necessary and we must stick to our guns. My right hon. and hon. Friends are behind the Secretary of State.

[Mr Duncan Smith]

I thank my hon. Friend.

Universal Credit

Debate between Iain Duncan Smith and Guy Opperman

Tuesday 10th December 2013 Commons Chamber

[Mr Duncan Smith]

The hon. Lady, of course, misrepresents the position. [Interruption.] The money that we were talking about yesterday, the write-offs, is for technology that will not be used, and the write-down is equipment we will be using over the next 12 months. The other value she mentioned is for equipment that will be written down over a period of years, once we start to use it. We cannot write it down until it is actually in use.

[Guy Opperman (Hexham) (Con)]

The situation is that welfare required reform and, as my hon. Friend the Member for Gloucester (Richard Graham) made clear, work was not paying. I welcome the phased roll-out of universal credit, but I am still at a loss as to the Labour position. Can the Secretary of State advise my constituents in Northumberland why he chose to test, learn and then roll out a project of such a large scale that it will be truly transformative?

[Mr Duncan Smith]

That is exactly right. The point is that we intervened early when we thought there was a problem, and we did not deliberately drive it through to roll-out. Quite frankly, we will have got this right because, unlike Labour, we are testing the system and learning first, and then finally implementing it. My hon. Friend is right: we have no idea what Labour Members really want. They just want to criticise but they have no other proposals.

Oral Answers to Questions

Debate between Iain Duncan Smith and Guy Opperman

Monday 1st July 2013 Commons Chamber

[Mr Duncan Smith]

I will certainly try to encourage precisely those people to invest. The aim is eventually to establish a proven project which delivers a social return, thus encouraging both trusts and private sector investors, as well as local authorities, to supply guaranteed funds to organisations that would otherwise have no funding. We think that the potential market is enormous. The Americans, among others, have said that they are grateful for our leadership in this regard, and the G8 was very keen on hearing from us.

[Guy Opperman (Hexham) (Con)]

Does the Secretary of State agree that social investment could be channelled through local regional banks and expanded credit unions, which are surely the best-placed organisations and the closest to their local communities?

[Mr Duncan Smith]

All those are options. We have put in extra investment in credit unions—some £35 million—to try to increase their scope and to bring them together again. My hon. Friend is right. Local is what this is all about. It is about giving projects in the local area, with local authorities, a chance to obtain reasonable, long-term investment to deliver life-changing results. It is interesting that, at the G8 conference—this is the most important thing—many of the countries said that this is the way for them to go, too. This country has led on this area, thanks to the coalition.

Oral Answers to Questions

Debate between Iain Duncan Smith and Guy Opperman

Monday 23rd April 2012 Commons Chamber

[Guy Opperman (Hexham) (Con)]

14. What steps Jobcentre Plus is taking to use the flexible support fund to support claimants into work.

[The Secretary of State for Work and Pensions (Mr Iain Duncan Smith)]

Referencing that last answer, we are all rather proud of the flexible support fund. It is a bold scheme that changes the direction of travel for jobcentres, which until 2011 worked in a static and rigid way. We are getting more flexibility, and the flexible support fund allows advisers to target money at individuals who may need support in getting to job interviews or buying the right kind of clothing, which is a big and bold change.

[Guy Opperman]

How has the flexible support fund actually provided funding to local partnerships to address those barriers to work, and will the Secretary of State write to me with specific evidence relating to the north-east?

[Mr Duncan Smith]

Indeed I will write to my hon. Friend. We have looked again at the flexible support fund and increased its flexibility and what advisers can do. Let me give some examples. General advisers in jobcentres can give up to £300—raised by over £100—to whatever specific area they think needs it. Senior operational managers can give up to £500, district managers can give up to £50,000, and work service directors can give up to £100,000, so the scope is there for them to do that flexibly. Many awards have been made, for example £985 for a class 1 HGV driver’s licence, so there is scope. I advise right hon. and hon. Members on both sides of the House to remind their young unemployed and other unemployed constituents that there is scope for them to be supported if they have difficulties.