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 he has made of the potential impact of the receipt of combined monthly benefit payments on claimants with (a) severe mental health conditions and (b) reduced capacity.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
Universal Credit (UC) is designed to support people both in and out of work, using up to date information to assess UC entitlement each month, meaning that the benefit calculated accurately reflects the needs of the household.
DWP understands that some customers will require support to help them adjust to monthly payments. Money guidance on budgeting, debt, pensions and savings is provided at the customer’s initial work search interview. More frequent payments are available to customers who are struggling to adapt to monthly payments.
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 service standards on timeliness are in place for making decisions on Work Capability Assessments; and what steps his Department is taking to reduce these waiting times.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Work Capability Assessment (WCA) is one part of the process for making a UC or ESA benefit entitlement decision. Health Care Practitioners undertake the Work Capability Assessment and following this functional assessment make a recommendation to the department. Thereafter, a DWP Decision Maker reviews this recommendation and makes the decision on benefit entitlement.
We monitor customer journey times for WCAs, deploying additional staff if required, prioritising urgent cases and addressing backlogs. We consistently prioritise assessments for new claims to minimise waiting times.
Due to unforeseen high levels of WCAs required in late 2024, a backlog of reassessment cases built up from individuals reporting a change in their condition before May 2025. We are working with suppliers to increase capacity for clearing this backlog, including the acceleration of the recruitment of assessors. There are no backlogs within the DWP Decision Making stage.
The UC WCA statistics remain under development with Phase 2 having been completed in September 2024. WCA clearance times will be introduced during phase 4 (there are no timelines). Details of this strategy can be found on gov.uk at the below link. https://www.gov.uk/government/publications/universal-credit-wca-statistics-release-strategy/universal-credit-work-capability-assessment-statistics-release-strategy.
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 the Winter Fuel Payment changes on residents of Hazel Grove constituency in (a) 2024 and (b) 2025.
Answered by Torsten Bell - Parliamentary Secretary (HM Treasury)
Data on Winter Fuel Payments made in winter 2024/25 is available on Stat Xplore. In Winter 2024/25, 1,855 Winter Fuel Payments were made in Hazel Grove constituency to households with someone receiving Pension Credit or certain other income-related benefits. This compares to 21,000 payments made in Hazel Grove constituency in winter 2023/24, when Winter Fuel Payments were made universally to those above State Pension age.
The Government has increased the level at which Winter Fuel Payments are means-tested in England and Wales from winter 2025/26 so that the vast majority of pensioners, around 9 million individuals, will benefit from them.
The Government has been clear that the Winter Fuel Payment should be means-tested on the basis of income. Winter Fuel Payments will thereby remain targeted by income, but with lower- and middle-income pensioners benefitting. For higher income pensioners, those with an annual income of more than £35,000, the payment will be recovered via the tax system.
Estimates for winter 2025/26 are not available at the Parliamentary Constituency level. Statistics covering the winter 2025/26 period will be published in September 2026.
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.