Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether her Department has issued guidance to Jobcentres on making reasonable adjustments in line with the Equality Act 2010 for claimants with complex disabilities which may prevent them from attending Universal Credit verification appointments in-person; and if she will make it her policy to require Jobcentres to proactively offer remote or home-based alternatives.
Answered by Diana Johnson - Minister of State (Department for Work and Pensions)
Where customers need assistance to access our services and information, we will make reasonable adjustments to meet their individual needs, in line with our obligations under the Equality Act 2010.
Guidance on reasonable adjustments is available for all staff. This includes recognising when an adjustment is needed, recording the customer need and the types of reasonable adjustments available, which includes a visiting service for customers who are unable to use our other contact routes.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that claimants with (a) severe mental health conditions or (b) physical disabilities are not penalised for non-attendance at in-person Universal Credit identity verification appointments.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
DWP has committed to identifying and supporting claimants with complex user needs, including those with mental health conditions or disabilities.
Where a claimant has received a migration notice they discuss what support they need with appropriately trained agents, so that suitable arrangements can be put in place.
This would include identifying the best option to make the claim, what support network a claimant already has and what measure DWP can put in place to accommodate by making reasonable adjustments. The claimant can be referred to the Help to Claim Service which is delivered by Citizens Advice, this offers support via phone, webchat, and face-to-face appointments to successfully make the claim, complete any verification and support the claimant until the first payment of universal credit is made at the end of the first assessment period.
Any support requirements and conditions identified are carried over into the claimants Universal Credit account for future reference.
DWP recognises that not all claimants can attend in-person appointments due to health or disability-related barriers. To accommodate this, the department offers multiple identity verification channels:
Claimants receive digital alerts to remind them about their appointment. They have an option for these to be delivered by text message or email. All agents and work coaches receive training on tailoring our approach to accommodate the specific needs of the claimant.
If a claimant fails to attend, for the next month an agent will endeavour to contact the claimant to understand the reason for non-attendance. They will try numerous times to make contact using the claimant’s preferred contact channel. Where contact is made there will be an assessment of whether the claimant had a “good reason”, which may include mental health conditions or physical disabilities. The agent will consider whether alternatives to the initial face-to-face appointment are needed, how the claimant can be supported to complete the ID verification process and work with any support network in place.
Where the claimant does not respond and is not contacted, staff are trained to consider safeguarding measures, making referrals to appropriate agencies and referring cases for a home visit. The claim will only be closed as a last resort once all avenues are exhausted. There is an option to reopen the claim once contact is made.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what measures are in place to ensure that claimants can effectively challenge Universal Credit Reviews.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Universal Credit Claim Reviews (UCR) primary purpose is to identify any incorrectness in a Universal Credit (UC) claim and correct retrospectively. This includes both over and under payments and helps ensure the claimant is paid the right entitlement, that they keep their claim up to date and avoid falling into or accumulating further debt.
The claimant can contact their review agent via their online journal if they have any questions or concerns regarding and during the review.
If the claimant is unhappy with the service they have received during their review, they can make a formal complaint by following the DWP’s complaint process available on GOV.UK: Make a complaint about JSA or UC - DWP
Where the outcome of the review has led to a change in entitlement, a claimant can request a Mandatory Reconsideration (MR) to look at the decision again if they:
Following the MR, the claimant can appeal the decision regarding their entitlement to benefits to HM Courts and Tribunals Service (HMCTS). Appeals are decided by the Social Security and Child Support Tribunal (SSCS). The tribunal is impartial and independent of government.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to help support Universal Credit claimants during the review process.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Universal Credit Claim Reviews (UCR) primary purpose is to identify any incorrectness in a Universal Credit (UC) claim and correct retrospectively. This includes both over and under payments and helps ensure the claimant is paid the right entitlement, that they keep their claim up to date and avoid falling into or accumulating further debt.
Whilst a standard review process is followed, agents tailor their approach to the review on a case-by-case basis and decide the correct course of action, including provision of additional support.
This can include, but is not limited to, offering a call to discuss the process and understand any support required, advising the claimant on how to upload the requested information, giving the claimant further time to provide the requested information, and organising a home visit.
Customers are also signposted to contact their agent if they have any questions or concerns about the review.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the potential impact of changes in the level of funded support through Access to Work on deaf professionals who require full-time BSL interpreters.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
As part of the Pathways to Work Green Paper, we consulted on the future of the Access to Work scheme, including how we may better support deaf professionals who require full-time BSL interpreters. Following the conclusion of the consultation, we are now considering our responses and will set out our plans in due course.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department has taken to help prevent receiving parents from limiting access of children to those parents paying child maintenance in order to receive higher payments.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) operates on the principle that a child's welfare is best served by the continued involvement of each parent in their life, provided that involvement is safe and meets the needs of the child. It is aware that paying parents can face difficulties when attempting to spend meaningful time with their child following separation. Issues relating to access and contact are managed by family courts.
The aim of the child maintenance shared care regime is to try and reflect, as far as possible, the actual patterns of care taking place between parents, and the financial consequences of that for the costs of the child. It does not dictate what should happen or require any particular conduct from parents – except that they are truthful in reporting what happens between them in respect of care. Where parents do not tell the truth, the CMS has powers to investigate if fraud is suspected.
Reductions can be made for the extra cost of care where it is shared by the paying parent. The paying parent must have overnight care of any qualifying children for at least 52 nights a year, equivalent of 1 night per week. The amount payable is reduced by a maximum of fifty per cent within bands based on the number of nights overnight care is provided over a 12-month period. The bands are used to give greater stability to maintenance payments and as a result there is greater reliability of payments, which contributes towards the welfare of the children in the case.
Where a dispute does arise, the CMS will seek to collect evidence from parents, for example a Court ordered arrangement, to establish the correct figure.
The evidence acceptable in these circumstances is
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether her Department has made a recent assessment of the adequacy of the processes for businesses to advertise vacancies through Jobcentre Plus.
Answered by Alison McGovern - Minister of State (Housing, Communities and Local Government)
The Department for Work and Pensions has recently reviewed and continues to enhance the processes through which businesses advertise vacancies via Jobcentre Plus. Employers currently benefit from a range of flexible engagement routes:
Feedback from employer summits and innovation workshops has directly informed ongoing improvements. Employers have highlighted the importance of making Jobcentre Plus environments more welcoming and accessible. In response, best practice sharing is underway to improve the employer experience. Additionally, policy teams are reviewing the use of Jobcentre Plus premises for interviewing candidates who are not DWP customers. A new system has also been introduced to monitor employer engagement and campaign outcomes more effectively.
As set out in the Get Britain Working White Paper, we are reforming Jobcentre Plus and creating a new service that will enable everyone to access support to find good, meaningful work, and support to help them to progress in work, including through an enhanced focus on skills and careers. As part of this, we will transform DWP’s employer offer and the way in which we engage with employers, using a test and learn approach to ensure the new service works hand in hand with them to help recruit the staff they need. The new service will support a broader range of employers, including those requiring skilled and specialist talent, to find the candidates they need. We will also work with employers to understand how to overcome the impact of recruitment practices which can act as a barrier for applicants, ensuring that a wide range of candidates can access employers’ vacancies regardless of these barriers.
DWP has not only assessed but is actively evolving its vacancy advertising processes through Jobcentre Plus. The combination of employer feedback, strategic planning, and digital innovation ensures that the service is becoming more responsive, inclusive, and effective for businesses of all sizes.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether her Department has made an assessment of the potential merits of allowing businesses to contact their local Jobcentre Plus directly to advertise vacancies.
Answered by Alison McGovern - Minister of State (Housing, Communities and Local Government)
The Department can confirm that such an assessment has been made and that direct engagement is not only permitted but actively encouraged.
Employers are already able to contact their local Jobcentre Plus directly through several well-established routes. The Employer Services Line (0800 169 0178) and an online enquiry form connect businesses with local Employer Advisers who provide tailored recruitment support. This includes help with writing job descriptions, promoting vacancies through local jobcentres and social media, arranging use of Jobcentre Plus premises for interviews, and facilitating participation in recruitment events such as job fairs.
For businesses with more complex or large-scale recruitment needs, the Strategic Relationship Team offers bespoke support at a national level. This includes tailored recruitment solutions, vacancy tracking, and coordination with local JobCentre Plus's to ensure effective delivery.
The Department continues to explore ways to improve employer engagement, including making JobCentre Plus premises more welcoming and accessible, and reviewing policies around the use of JobCentre Plus offices for interviews with non-DWP customers.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that Disability Assessors who conduct assessments on the telephone are trained to appropriately interact with people who find phone calls difficult or stressful due to their medical condition.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department for Work and Pensions (DWP) understands that attending an assessment can be a stressful experience for some claimants. That is why we prioritise using existing paper-based evidence to determine benefit entitlement wherever possible. As part of the assessment process, every case is initially reviewed to assess whether a paper-based assessment can be made. Only when this is not feasible will a claimant be invited to attend an assessment.
Before issuing an assessment invitation, consideration is given to whether a claimant requires a specific assessment method due to their health condition or personal circumstances. If a claimant later informs us that a different assessment channel would be more suitable, or further evidence is received by the supplier, they will make any reasonable adjustments accordingly.
All health professionals are fully qualified in their health discipline and have passed strict recruitment and experience criteria. They are also required to be registered with the appropriate regulatory body. The department authorises health professionals to conduct assessments only after suppliers demonstrate that the health professionals has successfully completed a department approved training and appraisal programme. This process confirms that health professionals possess a sound understanding of the clinical aspects and likely functional effects of a broad range of health conditions and impairments, and that they have the necessary skills to engage with individuals in a supportive and sensitive manner. Guidance for health professionals is comprehensive and regularly updated, covering all aspects of the assessment process, including professional conduct during assessments.
Companions can also join telephone assessments, just as they would for face-to-face assessments. This is confirmed to the claimant in the initial assessment invitation letter. All suppliers have introduced the capacity for four-way calls during assessments. This means the claimant and the HP can be joined by a companion or advocate, as well as an interpreter if required. This enables claimants to receive the appropriate level of support during remote assessments.
Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether she has made an assessment of the potential impact of classifying income from pensions payments as unearned income for the purposes of Universal Credit assessments on people who are unable to work due to their partner's disability or health condition.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
No assessment has been made.
There are no plans to change the way that income from pensions is treated under Universal Credit.