Lisa Smart

The previous Government formally responded to the report and its recommendations on 10 May 2024 (HC 774, published on 23 May 2024).

This Government continues to promote the PHSO complaint standards and support NHS England and NHS Resolution to further encourage the use of dispute resolution methods, including mediation, by the NHS.

The Government will consider the case for ombudsman reform alongside other policy and legislative priorities.

The Government takes the issue of accurate billing very seriously. All suppliers must take the required steps to reflect accurate meter readings in bills or statements sent to customers. This is laid out in Ofgem licence conditions.

All energy suppliers must follow Ofgem’s enforceable overarching principles of the Standard Licence Conditions 0 and 0A. These are a set of broad and enforceable ‘standards of conduct’ principles that set fundamental expectations on how suppliers must ensure fair treatment of each customer. These principles guide supplier behaviour, information provision, and customer service processes. For domestic consumers, the Standards also dictate how suppliers identify and respond to consumers in vulnerable situations.

While this is a commercial matter between suppliers and credit reference agencies, the Government takes the issue of accurate billing very seriously.

All suppliers must take the required steps to reflect accurate meter readings in bills or statements sent to customers where these have been provided by a customer or obtained by the supplier. This is also laid out in the Ofgem’s licence conditions.

All energy suppliers must follow Ofgem’s enforceable overarching principles of the Standard Licence Conditions 0 and 0A. These are a set of broad and enforceable ‘standards of conduct’ principles that set fundamental expectations on how suppliers must ensure fair treatment of each customer. These principles guide supplier behaviour, information provision, and customer service processes.

Digital inclusion is a priority for the Government and the Department for Science, Innovation and Technology is committed to extending the life of its equipment and devices, to reduce our environmental impact and provide more people with access to devices. Device donation is one of the issues we shall be looking at as we develop our approach on digital inclusion.

The Department monitors the implementation and impact of the grant scheme through the regular reporting of the grant administrator. Since 2010, the grant scheme has returned over £350 million to listed places of worship. We are aware of the importance of the scheme to local projects and listed places of worship across the UK.

Departmental settlements have been set following the Budget announcement on October 30. We will announce the outcomes of the Business Planning process, including for the Listed Places of Worship Grant Scheme soon.

The department will shortly be finalising business planning decisions on how we will allocate our budget for the next financial year. All decisions regarding the future of the Adoption and Special Guardianship Support Fund (ASGSF) are being considered as part of these discussions. An announcement will be made as soon as possible. The department will, of course, always consider the impact of decisions on vulnerable children.

ASGSF applications are generally permitted to extend up to 12 months, allowing children and families to receive continuing therapy across financial years. Where applications are agreed, therapy which starts before March 2025 may therefore continue into the next financial year, under previously agreed transitional funding arrangements.

The department will shortly be finalising business planning decisions on how we will allocate our budget for the next financial year. All decisions regarding the future of the Adoption and Special Guardianship Support Fund (ASGSF) are being considered as part of these discussions. An announcement will be made as soon as possible. The department will, of course, always consider the impact of decisions on vulnerable children.

ASGSF applications are generally permitted to extend up to 12 months, allowing children and families to receive continuing therapy across financial years. Where applications are agreed, therapy which starts before March 2025 may therefore continue into the next financial year, under previously agreed transitional funding arrangements.

The department will shortly be finalising business planning decisions on how we will allocate our budget for the next financial year. All decisions regarding the future of the Adoption and Special Guardianship Support Fund (ASGSF) are being considered as part of these discussions. An announcement will be made as soon as possible. The department will, of course, always consider the impact of decisions on vulnerable children.

ASGSF applications are generally permitted to extend up to 12 months, allowing children and families to receive continuing therapy across financial years. Where applications are agreed, therapy which starts before March 2025 may therefore continue into the next financial year, under previously agreed transitional funding arrangements.

Local authorities and early years providers, including early years childminders, have duties via the special educational needs and disabilities (SEND) code of practice, the Equality Act 2010, and the early years foundation stage (EYFS) statutory framework to promote equality and inclusion for children with SEND, removing the barriers that prevent children from accessing early education.

In addition, local authorities are required by legislation to provide sufficient childcare places for children in their area for children aged 0 to 14 or up to 18 for children with SEND. The local authority statutory guidance on early education and childcare sets out a clear requirement that local authorities must report annually to elected council members on how they are meeting their duty to secure sufficient childcare, including for children with SEND, and make this report available and accessible to parents.

The National Wraparound Childcare Programme is helping local authorities discharge this duty with regard to after school clubs, by distributing funding on the basis of anticipated need. Local authorities across England can decide how best to use the funding to set up or expand wraparound childcare in their area to meet the needs of their local community, including children with SEND. Local authorities have been working in partnership with primary schools and private, voluntary and independent providers, including childminders. Since the programme began, the government has set clear expectations that all wraparound childcare delivered through the programme should be inclusive and accessible.

The holiday activities and food (HAF) programme funding is primarily for school aged children from reception to year 11 (inclusive) who receive benefits-related free school meals (FSM). Local authorities have discretion to use up to 15% of their funding to provide free or subsidised holiday club places for children, who are not in receipt of benefits-related FSM, but who the local authority believe could benefit from HAF provision. The department encourages local authorities to engage with local and national organisations, including special schools with expertise in working with children with SEND or additional needs. Local authorities are obligated to include the numbers of children with SEND or additional needs who have participated in their programme in their post provision reporting to us.

Financial education is currently taught through the national curriculum for mathematics at key stages 1 to 4 and citizenship at key stages 3 and 4, which together cover personal budgeting, saving for the future, managing credit and debt and calculating interest.

High and rising school standards are at the heart of the government’s mission to break down barriers to opportunity and give every child the best start in life. That is why the government announced a Curriculum and Assessment Review on 19 July 2024, which is being chaired by Professor Becky Francis CBE.

Following the independent review, the government will, through the Children’s Wellbeing and Schools Bill, legislate to require all state schools to teach the reformed national curriculum. This will give parents certainty over the core of their children’s education.

The review group will publish an interim report early in 2025, setting out their interim findings and confirming the key areas for further work. The final report, with recommendations, will be published in autumn 2025.

The Money and Pensions Service (MaPS) has a statutory role to coordinate the UK Strategy for Financial Wellbeing, which is underpinned by their robust data collection, including the impact of financial education on young people. The department works closely with MaPS to monitor the evidence for financial education. MaPS’s published research can be found here: https://maps.org.uk/en/publications/research.

The new National Flood Risk Assessment data published on 28 January 2025 uses the best currently available data to provide a single picture of current and future flood risk from rivers, the sea and surface water for England. The Environment Agency has not undertaken an assessment of the impact of land lost through adverse possession on flood resilience – this would need to be undertaken at a local level by the asset owners or interested parties.

HM Land Registry has operational responsibility for considering land registration applications based on adverse possession and publishes guidance about this at GOV.UK here and here.

The Government takes invasive species seriously and has legislated to tackle the spread of invasive plants.

The Wildlife and Countryside Act 1981 does not impose an explicit obligation for landowners to manage plant species listed under Schedule 9 not introduced onto their land by their own actions. However, they should prevent them from spreading off their land.

It is also an offence to intentionally cultivate, or release plants listed under the Invasive Alien Species (Enforcement and Permitting) Order 2019. This means landowners cannot intentionally plant listed species or intentionally cause existing listed plants to spread. Landowners should treat or dispose of listed plants where possible.

The Government is not currently considering adding additional requirements for landowners, but funding is available for invasive plant species control and management through Defra’s Environmental Land Management (ELM) Countryside Stewardship scheme.

We operate one of the most rigorous and robust pet travel checking regimes in Europe. All dogs, cats and ferrets entering Great Britain non-commercially on approved routes undergo 100% documentary and identity check. We keep resource allocation for these checks under review in close liaison with enforcement agencies.

By its very nature, we cannot know the true extent of puppy smuggling operations. However, the Animal and Plant Health Agency does hold data on the numbers of interceptions and detentions. In 2023, there were over 500 landings of cats and dogs intercepted at the Port of Dover and found to be non-compliant with the import requirements. Of these, 116 puppies and kittens were quarantined for being below the legally required minimum age for import.

The Government is committed to introducing the most ambitious boost in animal welfare in a generation.  As outlined in the manifesto, this includes ending puppy smuggling.

As outlined in our manifesto, the Government is committed to ending puppy smuggling. We will clamp down on unscrupulous traders who prioritise profit over welfare. We are considering the most effective ways to deliver this and will be setting out next steps in due course

The Government continues to review how works are planned, managed and communicated and how this can be improved. The Government announced in December that we will be clamping down on disruptive works by doubling fixed penalty notices for utility companies who fail to comply with rules and extending charges for works that overrun into weekends.

The Government has no plans to consider amending the Road Traffic Act 1988 in the way suggested.

THINK!, the Government’s flagship road safety campaign, aims to reduce those killed and seriously injured on the roads in England and Wales by driving awareness of key road safety issues and encouraging attitude and behaviour change among high-risk road users.

We encourage the use of bright or reflective clothing for pedestrians and cyclists through our THINK! social channels, including at key moments such as around school term times, when the clocks change and darker mornings and evenings in the winter.

This advice is also shared via THINK! education resources, which are used widely by schools and other teaching intermediaries to support road safety education for children, and the THINK! campaign works closely with road safety charities and partners to share road safety advice and resources.

The primary audience for THINK! paid campaign activity is young men aged 17-24, who are four times more likely to be killed or seriously injured on the road than drivers aged 25 and over. To maximise the impact of our paid campaigns, these focus on the road safety issues which contribute to the highest numbers of deaths and serious injuries on our roads, such as speeding and drink driving.

It is not possible to block book car practical driving tests. A driving licence number can only be assigned to one car practical driving test at a time. A survey by The Driver and Vehicle Standards Agency (DVSA) suggests that only 10% of learner drivers use third parties to book their tests. Most either book appointments themselves or through their approved driving instructor (ADI).

To ensure fairness for everyone wanting to book a practical driving test, DVSA continues to work to combat the unscrupulous practice of reselling tests. Such apps or bots are not approved by DVSA. They make it harder for candidates to get a test and can also result in people paying more for a test. DVSA will continue to take steps to block cancellation services from accessing the booking system, which are having a positive impact.

DVSA operates an online booking service (OBS) for instructors and trainers so that they can book and manage driving and riding tests for their pupils. DVSA has made changes to the OBS by stopping automatic online registrations to use the service, ensuring each company that registers employs an ADI and removing access for any companies not linked to driving instructors.

In January 2023, DVSA changed the terms and conditions for using the booking service to help prevent anyone from selling tests at profit. Since then, DVSA has issued 283 warnings, 746 suspensions, and closed 689 businesses for misuse of its booking service.

I can confirm to the honourable member that my department continuously monitors the impact of the circular ‘Strategic road network and the delivery of sustainable development’ (Circular 01/2022), published by my department, to consider whether updates are needed. This Circular sets out National Highways’ relationship with the planning system. There is guidance on the placing of speed cameras contained in the document ‘Using speed and red-light cameras for traffic enforcement: deployment, visibility and signing’ (Circular 01/2007), also published by my department.

The Government is committed to a sustainable long-term approach to tackling poverty and supporting people on lower incomes, and in support of this the Chancellor announced at the Autumn Budget, the Fair Repayment Rate (FRR), this measure is a permanent change and will reduce the Universal Credit (UC) overall deductions cap from 25% to 15% of a customer’s UC standard allowance from April 2025. This measure will help approximately 1.2 million UC households with deductions retain more of their UC award, on average £420 a year or £35 per month. In addition to the FRR measure a second measure was to move child maintenance deduction higher up the regulated priority order from April 2025.

It is a fundamental principle that the Personal Independence Payment (PIP) assessment should not just consider whether an individual can complete an activity, but the way they can do it.  When formulating their advice to the decision maker, health professionals must confirm that they have considered whether an individual can complete each assessment activity “safely, to an acceptable standard, repeatedly and in a reasonable time period”.

DWP continually reviews the PIP claims process, including the content of forms, to ensure information and questions are clear and easy to understand. For example, the Award Review form (AR1) has recently been changed to modify the questions and make it clearer to customers what information is needed. Changes were made following extensive consultation with a range of stakeholders. This will benefit all customers, including those with mental health conditions.

Over the longer term, the Health Transformation Programme is modernising the entire PIP service to improve customer experience. The new service will deliver a simpler application process for customers with more information and support available to those who need it. Improved evidence gathering will also enable the department to better tailor the service to the customer’s circumstances.

Within the current service there is no funding provided to external organisations to help customers completing PIP forms or navigating the claims process.

There are a series of videos, accessible via a link on Gov.UK, aimed at supporting customers navigating the new claim and assessment process which many customers with mental health conditions may find helpful https://www.gov.uk/government/news/personal-independence-payment-customer-journey-films

All Jobcentre advisers are given key information about Move to UC. We have a network of Transformation Leads attached to each Area who represent our Jobcentre and Service Centre network within Move to UC to ensure that our colleagues are getting the upskilling they need and to ensure it is landing as intended.

This is regularly updated through communications to advisers. Where customers have more complicated enquiries, advisers signpost customers to the helpline which can provide more comprehensive and specific advice on moving to UC. They also signpost to Help to Claim support externally if they identify a customer requires additional support.

Customers who are unhappy with the service provided by DWP can contact us by phone, in person or in writing. Universal Credit claimants can also use their journal.

Complaints procedure - Department for Work and Pensions - GOV.UK

The Department does not have any processing targets for Carer’s Allowance claims when there is an underlying entitlement element.

The current average clearance time for all Carer’s Allowance claims is 16.5 working days. This includes claims when there is underlying entitlement.

We would like the mental health impacts on adults, children, and young people to be considered in all policymaking across Government. We are considering how to support the relevant departments to do this.

Mental health cannot just be the responsibility of the health system. As part of the 10 Year Plan shift to prevention, we will work across Whitehall, and the wider public and voluntary sector, to address the socioeconomic determinants of mental health.

Capita, who delivers Primary Care Support England (PCSE), does not issue pension statements to general practitioners (GPs), as this is the responsibility of NHS Pensions, which is managed by the NHS Business Services Authority (NHS BSA). PCSE updates GP pension records once the appropriate type one or type two annual certificate is submitted to PCSE for processing by the GP.

In order for NHS Pensions to generate an annual pension benefits statement, it is necessary for the GP’s pension record to be up to date, with no missing annual certificate for prior years. NHS England works closely with PCSE and NHS Pensions to ensure that GPs are supported, through a series of webinars and guidance documents, to submit accurate information in a timely manner. NHS England tracks PCSE’s performance on a monthly basis against contractual performance targets. NHS England continues to work with PCSE, NHS Pensions, and GP representative bodies to rectify historical gaps in GP records.

More generally, the importance of checking PCSE Online to ensure that all required type one or type two forms are showing as approved, and to submit certificates if there are any missing years to get records up to date, is highlighted in communications to GPs.

The National Institute for Health and Care Excellence’s (NICE) guidance on dementia states which aspects of care should be expected to ensure quality dementia care in hospital. This includes appropriate admission to hospital, comprehensive assessments, and personal history taking. Further information on the NICE’s dementia guidance is available at the following link:

https://www.nice.org.uk/guidance/ng97

The NICE’s guidance on the transition between inpatient hospital settings and community or care home settings for adults with social care needs covers the transition between inpatient hospital settings and community or care homes for adults with social care needs. Further information on the NICE’s transition guidance is available at the following link:

https://www.nice.org.uk/guidance/ng27

The NICE’s guidance will be reviewed if there is new evidence that is likely to change the recommendations. The 10-Year Health Plan will address the challenges diagnosed by Lord Darzi and set the vision for what good joined-up care looks like for people with a combination of complex health and care needs. It will set out how we support and enable health and social care services to work together better to provide that joined-up care. The Government is launching an independent commission into adult social care as part of our critical first steps towards delivering a National Care Service.

To improve care for patients with dementia, NHS England's RightCare team has refreshed the RightCare Dementia Scenario. The scenario works through the dementia well pathway journey, from diagnosing well through to dying well, detailing optimal and suboptimal approaches, with associated costings for each.

Almost one million people in the United Kingdom are living with dementia, and that figure is expected to rise. Each of those people, alongside their friends, families and carers, have their own unique and important story of living with dementia, and this government wants a society where every person with dementia receives high-quality, compassionate care from diagnosis through to the end of life.

We are working to reduce delayed discharges by improving local partnership working between the National Health Service and social care systems, ensuring that people are not stuck in hospital beds when they are well enough to go home.

In December 2024, working with the Local Government Association and NHS England, we published a High Impact Change Model for improving the timely and effective discharge of people with dementia or delirium into the community. This resource offers practical guidance and a set of recommended actions that systems should consider for optimising the discharge process and deliver best practice for an individual’s journey to, during and following discharge. The model is available at the following link:

https://www.local.gov.uk/our-support/partners-care-and-health/better-care-fund-support-programme-2023-25/high-impact-change

General practitioners (GPs) are required to submit either a type one or type two annual certificate each year to Primary Care Support England (PCSE). Each certificate received by PCSE is reconciled on an individual basis, and the GP’s record is updated accordingly. Where the information cannot be reconciled, or the information is incomplete, PCSE will return the certificate to the GP outlining what information is required.

NHS England regularly monitors the number of outstanding certificates and missing data, working closely with PCSE to resolve issues. In addition, NHS England works closely with the British Medical Association and NHS Pensions to manage complaints and proactively resolve issues. NHS England also monitors PCSE’s performance on a monthly basis against contractual performance targets.

Supporting GPs to accurately submit current and historic type one or type two annual certificates remains a priority for NHS England and PCSE. Since the PCSE Online solution for submitting type one and type two certificates electronically went live in 2021, PCSE has developed user guides and held webinars to educate GPs on how to complete forms accurately.