(5 years, 3 months ago)
Westminster HallWestminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
Each debate is chaired by an MP from the Panel of Chairs, rather than the Speaker or Deputy Speaker. A Government Minister will give the final speech, and no votes may be called on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
The hon. Lady is pointing out challenges with universal credit. Does she agree that digital exclusion is already becoming a significant problem under universal credit? Many disadvantaged people do not have access to a computer or the internet, and even if they do, the application process is very difficult for them. Does the hon. Lady not think that the Minister should ensure that implied consent is part of the universal credit system, to rectify some of the problems?
The hon. Lady is right: there are many issues with this system, and digital exclusion is a huge one.
Since obtaining the deflection script documents, I have had discussions with a former case manager on the helpline, Mr Tarpley. I talked with him about how the leaked script comes across, and he explained to me that really it only hinted at how much it was expected of call handlers to deflect people online. He explained to me that if someone called and asked to make a change over the phone, they would be told no by default. No matter what reason the caller gave, whether disability, bereavement or lack of digital skills, they would always be asked the same questions: “Do you have a mobile device?”, “Do you have any friends or family who can help?” and “Can you get to the library?” Call handlers would be told to explain that there are computers at the jobcentre that can be used for free, but I have heard from constituents that often, when the jobcentre is very busy, that is not the case; they are not able to access that help.
It is a pleasure to serve under your chairmanship, Mr Evans. As we saw at the start, you are characteristically generous when dealing with colleagues. I thank the hon. Member for Midlothian (Danielle Rowley) for raising this issue—I know she cares deeply about it. She has written to me, and I apologise that my response has not arrived yet. I signed that letter yesterday, so I hope she will receive it in the next 24 hours. She has also raised this issue in parliamentary questions and, in February, at DWP oral questions, when I responded to her. I will come on to that.
I will begin by setting out where we are in terms of universal credit. Universal credit rolled out to all jobcentres across the country last year. We now have 1.8 million people claiming this benefit. When we talk about support, it is worth pointing out that, over the last two Budgets, we have announced changes to universal credit worth an additional £6 billion—in particular to ensure that vulnerable claimants are supported in the transition to universal credit. That includes changes to work allowances worth an extra £1.7 billion a year. Those changes, which increase work allowances by £1,000, were brought in from April this year, providing a boost to the incomes of the lowest paid. That will result in 2.4 million families keeping an extra £630 per year of what they earn. I hope that underlines our learning and adapting approach.
We have always been clear that universal credit is primarily a digital service, which allows claimants to manage their own data and account online at a time that is convenient to them. Via their accounts, claimants can check their universal credit benefit payments, notify us of changes, and record notes via an online journal facility. Some activities still require a call from a claimant, as they are not yet automated, such as booking an appointment. The telephony channel remains an important part of our service offer.
The universal credit telephone helplines have been freephone numbers since the end of 2017. Claimants who call the universal credit helpline are connected directly to the person or team dealing with their case. We also have dedicated national service hubs, which provide telephony for third parties, such as landlords, welfare rights organisations and those citizens without a claim.
For those unable to access or use digital services—this is an important point—assistance to make and maintain their claim is available via the freephone universal credit helpline. The universal credit service centre will establish the best means of support for the claimant. We also provide comprehensive support for claimants who do not have digital skills or who do not have access to a computer. Support is provided in person in jobcentres and through the computers that are available for claimants to use, as well as through home visits for those unable to attend a jobcentre.
From April this year, we introduced a help to claim service delivered by Citizens Advice. This provides additional support for any claimant from point of entry to the first award of universal credit, and is available by phone, webchat and in person at local Citizens Advice outlets and jobcentres.
The hon. Lady asked about training. The DWP staff who service the universal credit helplines have a three-week facilitated learning period. That structured learning provides the skills and knowledge required to support them to answer claimants’ queries. For new universal credit helpline call handlers, the learning journey is broadly made up of soft skills such as customer service learning, which covers how to gather information through active listening; equality and diversity training; and bespoke IT system-based technical learning, all of which is supported by consolidation activity.
Colleagues receive ongoing learning in their roles alongside experienced case managers and have access to universal credit guidance, which is refreshed at regular intervals. We are committed to continuous improvement, and as part of that we regularly review call plans, service levels and intelligence to improve our offer and understand why claimants are calling.
The Minister may know that a jobcentre employee described universal credit as like being in a leaky boat: a leak springs up, and someone sticks their finger in the hole, but then a new hole appears, and they end up sprawled across the boat trying to block all the leaks. The holes are not the problem though; it is the boat. The Minister will know that many people and many groups in civil society believe that universal credit should be paused. Will he think about pausing it so that all the holes in the boat can be fixed?
I gently say to the hon. Lady that I visit jobcentres, as do my ministerial colleagues, and that is not the feedback that we receive from people on the frontline. In terms of pausing universal credit, we have been rolling it out across the country since December, and we have been clear that it will be the main welfare provision for the country in future.
To return to the universal credit helpline, when someone calls it they are presented with a series of options to select from. They are then put through to the agent best placed to answer their inquiry. All further triage is done through conversations to establish the claimant’s needs. There are 26 service centres across the country that aim to support people with their universal credit claim.
We have between 5,000 and 7,500 staff answering calls in our service centres to support our customers. An important point in terms of the statistics—I would not want any hon. Member to be in any doubt that we are making a big effort when it comes to supporting people over the phone—is that, in March, we answered about 1.3 million calls to the universal credit full service helpline.
The hon. Member for Midlothian talked about waiting times. In March, the average waiting time for a call to be answered was two minutes and 43 seconds. In February, the average duration of a call to the UC helpline was just over six minutes. I hope she will appreciate that it is not about rushing people off the lines but about providing support to them.
As I said earlier, the hon. Lady raised this issue in parliamentary questions on 11 February. I reiterate what I said to her then, which is that she has already been sent a copy of the universal credit digital channel document. She talked about FOI requests, but she already has that document, which is what DWP staff use as a guide when taking calls from claimants. She will be aware that the document says clearly that staff must use a common-sense and sensitive approach in resolving queries ahead of any digital discussion. Again, I want to be absolutely clear that there is no intention to deflect and there are no targets for getting claimants to use a digital channel.
The hon. Lady made several other points, including about supporting people who struggle with English or Welsh. We have an interpreting service available for those with language barriers. The hon. Member for Strangford (Jim Shannon) raised the issue of people being held on the phone and not being given an answer. We regularly review service levels on the UC helpline to improve our offer. If we cannot answer a question, we will call the claimant back.
(5 years, 3 months ago)
Commons ChamberUrgent Questions are proposed each morning by backbench MPs, and up to two may be selected each day by the Speaker. Chosen Urgent Questions are announced 30 minutes before Parliament sits each day.
Each Urgent Question requires a Government Minister to give a response on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
The priority in our reforms is to make sure that the most vulnerable get the most support within the system. Without knowing all the details of that case, it is difficult to comment, but I am happy to look at the details.
Has the Department contacted all those who have lost out on payments? If not, when will the Department do so? Will the Minister commit to ensuring that absolutely no burden is placed on claimants in applying for back payments of the severe disability premium, and that his Department will take on the burden of gathering the available evidence to ensure that payments are made as soon as possible?
The judgment was given only on Friday, but we are urgently considering all the options available to us. Once we are in a position to do so, we absolutely will make sure that we communicate with all claimants.
(5 years, 4 months ago)
Westminster HallWestminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
Each debate is chaired by an MP from the Panel of Chairs, rather than the Speaker or Deputy Speaker. A Government Minister will give the final speech, and no votes may be called on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
I congratulate the hon. Member for North West Durham (Laura Pidcock) on securing this debate and on the tone that she set at the beginning.
I was first elected in 2015 and I have spoken out repeatedly about the damage that the assessments and the way in which they are carried out do to my constituents and constituents across the United Kingdom. Although I am glad to speak in this debate, I am really annoyed that it is necessary, because it should not be. The Minister is not hearing anything today of which he is not aware. He knows exactly what is going on and it is not acceptable that we come back time after time to say the same things over and over. I know the Minister will tell us about changes that have been made and about people who are not reassessed if they have got a severe disability or a lifelong illness. He will tell us that people with progressive conditions requiring a high level of support will be assessed only every 10 years. I say to him that that is all very well and good, but it simply is not good enough.
The Disability Benefits Consortium, made up of 80 different charities and organisations, has stated that it did not think assessors had sufficient expertise to carry out assessments. Respondents who had seen a copy of their paperwork following assessment said that it “badly” or “very badly” reflected the answers that they gave. We all know that to be true when we speak to our constituents. Citizens Advice has told us that 81% of its advisers report inaccuracies in work capability assessments, so the information is out there. It is in our constituencies and in our surgeries, and I know it will be in the Minister’s inbox as well.
Constituents in a state of extreme distress have told me that they felt the questions they were being asked at the assessments were extremely intimate, invasive and inappropriate. Discussing very intimate details of your medical challenges with a panel of strangers in a context that causes the claimant distress and nervousness very often sets back the claimant’s health, exacerbating their condition, and all of that is before they are told, often incorrectly, that they are fit for work, with the paperwork not accurately reflecting the answers that the claimant gave at the assessment.
Some 51% of ESA claimants are recorded as having a mental or behavioural disorder as their main disabling condition. Rethink Mental Illness has published a report that states:
“Assessments can be traumatising and anxiety-inducing”
in a system that requires claimants to
“collect their own medical evidence”,
and it
“inherently discriminates against people with mental illnesses”.
Often a false sense of security is created where assessors appear friendly and ask questions supposedly by way of a preamble to the formal interview: “Do you have pets?” “Do you have a dog?” “Do you walk it?” “What lovely weather we’re having.” “Do you like to sit in the garden?” All the questions are asked as if it is casual conversation, only for the claimant to subsequently discover, upon receiving his or her paperwork, that their assessment decision has been reached on the basis of answers to the so-called casual questions instead of on the medical evidence presented. I think that is sinister.
The hon. Lady is making an important point. I have a constituent who was asked if they could get a pen out of their bag, and they did, and then that was put down in the assessment. She was in floods of tears at my surgery because she felt she had been tricked. It is just awful.
A false sense is presented to the people, some very vulnerable, when they go to the assessments, and it is simply not good enough. The simple fact is that the system—the Minister knows this—which is a partnership with the private sector that has been in place since 2008, brought in under Labour, opened the gates, but the Minister has to understand that it has opened the gates to a place where folk who are sick and disabled are commodified, and it is not working.
Nearly half of women involved in work capability benefit tests have attempted suicide. We have seen the reports of claimants being asked, “Why haven’t you killed yourself?”, and even a double amputee being told he was no longer eligible for the mobility aspect of his disability living allowance. Sadly, such stories continue to emerge, and we have heard today about the very sad case of Stephen Smith, with which I am sure the Minister is familiar.
I have heard DWP Ministers say—I cannot remember whether this includes the Minister here today—the number of successful appeals against decisions shows that the system is working. I must confess I have never heard such stuff and nonsense. The number of successful appeals shows that too many incorrect decisions are made, which deny the most vulnerable in society, the sick and infirm, the support that they need and deserve. That is why the Scottish Government are committed to taking a lead on obtaining medical evidence so that claimants are not burdened with it. That is why there will be no private sector involvement in assessments, so that there will be no profit motive for it to declare claimants fit for work when it is not in a payment-by-results system. That is why the Scottish Government say that claimants will be offered a location and time and date that suits them for assessment, with home visits for those with travel difficulties, and that is why they have said audio recordings of assessments will be standard to ensure accuracy and transparency.
I urge the Minister and the Government to step up and admit that the current system punishes those who are unfit to work and those who are sick, and cruelly strips them of their dignity. I hope that the Minister will admit that it does not work. I urge him to look at the measures that the Scottish Government will implement and take a leaf out of that particular book. The current system does not work for my constituents in North Ayrshire and Arran. It does not work for anyone’s constituents. I ask the Minister to do the right thing: reach out a compassionate hand to those living with a disability. Anyone who is a Minister for Disabled People should do no less.
We all recognise that suicide is a tragic and complex issue, and we take it extremely seriously. We take the death of any claimant seriously and, where we are made aware that a person has died and it is suggested that that might be associated with the DWP directly, a review will be undertaken to identify whether any lessons can be learned and can be actioned.
Let me make some progress, because this is a very important point about the MR process. We are in the early stages with a new way of looking at MRs, but there have been very positive results, and we will now roll this out to all the PIP dispute sites. We intend to do the same for the ESA sites as well.
The second stage has to do with the appeal process. Again, we recognise that people will submit additional, late written and oral evidence.
Let me just make this point. I want to explain one of the challenges. The shadow Minister, the hon. Member for Battersea (Marsha De Cordova), talked about a 30-week wait, in some cases, for an appeal. The person may have got the additional evidence in week six, but then the system is saying, “I’m sorry, but you’re going to have wait another 24 weeks until we can actually take that into account.” That is clearly not an ideal situation, so we are looking at how we can lapse appeals, where there is new evidence, to reconsider the decision with the additional evidence and be able then to give them a different decision. If we do not think that that should change the decision, they have the right to carry on right through to the final appeal process, but if it is something that is clearly going to change the decision, we should act as quickly as possible.
In a second. Over the past five years, only 4% of work capability assessment ESA decisions have been revised at appeal, but we recognise that it is in no one’s interest that things should be picked up only after a lengthy appeal process, so we are absolutely committed to being proactive in this area, and this issue will be a real priority.
I thank the Minister for giving way. I just wanted to ask for clarification on one point that he made, which was about appeals being successful because of new or additional information. How does he respond, then, to the fact that people who go on to appeal do so on the basis that the information that they see about themselves is badly or very badly expressed and incorrect, and to Citizens Advice saying that 81% of the customers it sees have inaccurate information recorded about them, which leads to a wrong decision?
I am coming on to how we can do more to ensure that the right evidence is put into the system at the earliest possible moment and in the right way. We do not want people who should be getting support to have to go through a lengthy process unnecessarily. We all agree on that, and I hope that hon. Members can see that what I am describing is an important improvement. It is still at an early stage, but as I have seen in previous debates, it is the sort of thing that stakeholders want us to do, and we are rightly going to take it forward.
Let me come on to the point about evidence. It is referring to the integrated service. There is a bit of confusion in terms of what people thought that this would be. The view was that it ultimately would be a panacea whereby people would go for one single assessment for PIP and for the work capability assessment. The reality is that very few people apply for both benefits at a similar point in time. However, for the very few people who do, it might make sense for them to have, if they wish, both of the assessments on the same day instead of having to come in on the Monday and then again on the Wednesday. That may be what people want to do, but we are talking about very small numbers.
The thrust of this is to share evidence if the claimant wishes that to be done. One point that many hon. Members made was about the challenge that often arises of getting the evidence, whether from the GP, the physiotherapist or the hospitals, in a timely manner and in a way that is helpful for their assessment. If they have managed to do that once and they would like us to use that evidence again, with their consent, that is something that we would seek to do as part of building the new digital system and ensuring that the claimant has consistent, better information. Being able to share evidence will reduce the burden of providing the same evidence multiple times. It could potentially lead to fewer face-to-face assessments if we can gather crucial, vital, clear-cut evidence earlier in the claim.
I want to pay tribute to all the stakeholders, the medical experts, the charities and all the MPs across the House who regularly engage on this issue. Over the coming months, we will be doing a series of roundtables and regional events to gather further evidence, with a real emphasis on those with real experience of this area, so that we can further improve the system. We want to build trust, transparency and consistency and we want to improve the claimant’s experience through a more personalised and tailored approach. As a returning Minister, I am committed to supporting disabled people and those with long-term health conditions to claim and receive the benefits to which they are entitled and to ensuring that people are treated fairly and with dignity. I thank all the Members across the House who have contributed today.
(5 years, 5 months ago)
Commons ChamberI recognise that for single parents it can be hard to manage on funds, and to manage childcare and being able to access work. That is why I am pleased that one of the things that the Government have done is to increase the amount of free childcare that is available. I hope that a single mother in that situation would be able to access more work than she would otherwise have been able to do.
The statistics show that pensioner poverty by all measures is up by 100,000. The Government are trying to cut thousands of pounds each from disadvantaged older people through the pension credit changes. Will the Secretary of State give the House a vote on those changes, and can she explain why the Government consistently attack and abandon older people, not least women born in the 1950s?
(5 years, 5 months ago)
Commons ChamberUrgent Questions are proposed each morning by backbench MPs, and up to two may be selected each day by the Speaker. Chosen Urgent Questions are announced 30 minutes before Parliament sits each day.
Each Urgent Question requires a Government Minister to give a response on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
The Tory vice-chairman, the hon. Member for Braintree (James Cleverly), is reported to have said that no Minister for the disabled will be appointed until the Brexit chaos has passed. Will the Minister tell us why that is? Three Members have asked this question already, but to no avail. It is disturbing that the Minister seems to be blaming MPs for the lack of a disabilities Minister because they have not supported the Prime Minister’s doomed deal. What signal does he think this sends to disabled people about the Government’s priorities? Why are disabled people paying the price for this Government’s Brexit chaos?
As I said in my earlier answers, I am happy to attend and support debates and meetings. I am also proud to have served as the Minister for disabled people a few years back, and my passion has not diminished one bit. We all collectively owe it to those people who need that extra bit of support to do everything we can, and I am proud to do that.
(5 years, 5 months ago)
Commons ChamberI have just answered that question, in terms of making sure that we do better and that the mandatory reconsiderations will have additional support to ensure that a greater proportion of those reviews do not have to go forward and so are not overturned.
George Osborne said in his 2015 summer Budget that the welfare system should always support the elderly and the vulnerable. Does the Secretary of State agree? If so, why are we seeing stealth cuts to pension credit for mixed-age couples—a loss of £7,320 to some of our poorest and most vulnerable pensioners?
These changes were introduced in the Welfare Reform Act 2012. We have always made it clear that mixed-age couples already claiming pension credit or housing benefit for pensioners immediately before 15 May will not be affected for as long as they remain in receipt of either benefit after that date. Just to be clear, there is no impact or effect on their state pension.
(5 years, 5 months ago)
Westminster HallWestminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
Each debate is chaired by an MP from the Panel of Chairs, rather than the Speaker or Deputy Speaker. A Government Minister will give the final speech, and no votes may be called on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
Thank you, Sir Christopher. I will be as brief as possible.
Support for those living with a disability is a mark of a civilised society but, as we have heard, the process that too many seeking support have to go through is often found to be daunting. That is certainly the case in my constituency. The rate of successful mandatory reconsiderations and appeals demonstrates that the process is fundamentally flawed. Evidence-based reviews conducted on behalf of the DWP have identified a pervasive culture of mistrust around PIP and ESA processes. That is simply not good enough.
There is no place in a welfare system for private companies, because that immediately introduces the profit motive. Looking after and supporting our sick and disabled should not be influenced by how much profit a private contractor can make. The Scottish Government will therefore remove the use of private companies for assessments.
We all have cases of constituents who have had an unfavourable decision made about them because information on them has been inaccurately recorded. Unbelievably, for example, someone with a heart condition has been assessed by a mental health professional, or vice versa. How does that promote faith in the assessment system? We need an overhaul of the system, a true recognition of the fact that life costs more for someone who lives with a disability. That is not a matter of opinion; it is a matter of fact. For that reason, in Scotland the bedroom tax has been fully mitigated by the SNP Scottish Government, because we know that people who live with a disability are disproportionately affected by the tax.
The PIP evidence-gathering process should be streamlined—that is the way forward. The stress and bureaucracy that claimants are put through, which I see every day in my constituency, are unacceptable. They cause real harm to people who are already struggling every day with serious and debilitating conditions. The system must take more account of the often very vulnerable people with whom it deals, and be redesigned accordingly. Otherwise, when our constituents need support, they will continue to face cruel and unnecessary barriers. Scotland is building a social security system that is fair to all. I urge the Minister to look critically at the system in place and do what she can to improve it for the people who use it.
It is a pleasure to serve under your chairmanship, Sir Christopher. I am grateful for the number of Members from across the House and all parts of the country who have come together for the debate. There is a compelling debate going on in the main Chamber, yet many Members chose to prioritise this debate, which is to the great credit of everybody who has participated.
I pay particular tribute to my hon. Friend the Member for Chichester (Gillian Keegan) for her passionate, eloquent and well-informed contribution. She was joined by many colleagues who shared examples of the poor treatment that their constituents had faced in going through the assessment services. That is exactly why we made the announcements last week about the transformation of the way that we undertake assessments.
Our approach has been one of wholesale continuous improvement—to the personal independence payment since it was introduced, but also to the work capability assessment, since it was introduced by the Labour Government back in 2008. There have been numerous independent reviews, the Select Committee did an excellent inquiry and the Department has embraced and implemented a great number of recommendations. We are committed to continuous improvement, as the hon. Member for Ellesmere Port and Neston (Justin Madders) asked us to be. I thoroughly agree with him and want to reiterate what he said: we should treat others as we would like to be treated. Everyone should be treated with respect and dignity, and I can assure him and my hon. Friend the Member for Chichester, who also raised that point, that there is no complacency at all; there is an utter commitment to improvement.
I will not; I have little time, and I was asked many questions. If I do not manage to cover all the questions that Members asked, I will of course write to them. It is great that we often have debates in this Chamber on this subject. I am sure there will be other opportunities to ask questions, perhaps in oral questions to the DWP on Monday.
My hon. Friend the Member for Chichester asked some questions that I particularly want to answer. She made a good point about how people feel when they go to an assessment, as well as about the location, how people look and what clothes they wear. People forget that the assessors are fully qualified healthcare professionals; they are the same people they might see if they went to A&E on a Saturday night. As part of our transformed service, we are looking carefully at where we can co-locate services. That could be in NHS or local authority facilities, but they need to be in a place where people will feel more comfortable.
We are seriously looking at how the people undertaking the assessments appear, and at ensuring that their certificates showing that they are fully qualified healthcare professionals are available, so that people have the same confidence when going to their assessment as they do when going to see their GP. Most people have a high degree of trust in their GP, and that is helpful, because that is the point that I want to get to. Repeatedly, GPs and healthcare professionals have told us that they do not want to be the gatekeepers of the benefits system, as that would get in the way of their patient-doctor, or patient-healthcare professional, relationship. We will need to have healthcare professionals undertake assessments, but they need to be separate from NHS services.
We are working closely with the medical profession to make sure that we have as close a relationship as possible, and to obtain information as swiftly as possible. I want to offer reassurance to the hon. Member for Oldham East and Saddleworth (Debbie Abrahams) about how we will go about getting medical information in our new transformed service. It will be with patient consent. We will not break into NHS or GP computer systems and extract data somehow. The information will be obtained with the consent of the patient.
I want to reiterate a commitment that I made at the Dispatch Box, when I answered the urgent question about the new transformed service. I want to make sure that disabled people co-design the service with us. We are starting soon on stakeholder engagement to enable that. We will work with the medical professionals—as I said, we will do a lot of work with them over the summer on this—stakeholders and disabled people. We want to improve people’s confidence and trust in the system, and make it properly accessible.
There were a whole range of really good points raised by the hon. Members for Strangford (Jim Shannon), for High Peak (Ruth George), for North Ayrshire and Arran (Patricia Gibson) and for Lanark and Hamilton East (Angela Crawley), and my hon. Friend the Member for St Ives (Derek Thomas), pointing to changes that they would like to see in the training of the healthcare professionals undertaking the assessments. I reassure hon. Members that a whole series of stakeholders—charities or people who work alongside those with particular health conditions—have met those undertaking health assessments to ensure that the guidance given to them is up to date and properly takes into consideration variability in conditions, and to ensure that those assessing people with rare conditions that we do not often come across are aware of that condition and its impact on a person’s ability to live their daily life in the way that we would like them to.
I assure all hon. Members that we give physical and mental health parity of esteem. Many of our healthcare assessors, as well as our frontline staff in the DWP, are undergoing good mental health awareness training, and they all have access to specialists whom they can call on. Through lots of small improvement to assessments, we are beginning to see real changes.
We spend a lot of time working with our colleagues in the Ministry of Justice to ensure that people can access tribunals in a more timely way. The delays are unacceptable. There has been recruitment of a lot of staff, and there is a new online resolution service for PIP, which was piloted and received good feedback from claimants. It will not replace people’s opportunity to have a face-to-face tribunal service, but some people might choose to go that way.
We are looking at improving our mandatory reconsideration process. It is not fair to say that it is a rubber-stamping process—around 20% of decisions are changed at mandatory reconsideration—but we are learning from the work we are doing with Her Majesty’s Courts and Tribunals Service to ensure that we can get more information, including medical information, from the claimant at the mandatory reconsideration stage, so that more decisions can be changed then, without having to go on to appeals.
However, the most important thing is to get more decisions right the first time, and to enable conversation, so that people are confident enough to give us all the information we need when we need it, and that we get that. We are working on that at pace.
In terms of the transformed service, it has been necessary to extend the existing contracts for both PIP and the work capability assessment, so that we have a secure and stable way of assessing the benefits. Developing the new transformed service will take a huge amount of work. We are creating a new digital platform, which we will co-design with disabled people. It will take this year to get that right; only then can we start to introduce the new service.
In the short time I have left, I return to the good point that my hon. Friend the Member for St Ives made about organisations such as the Benefits Resolutions service, formerly known as Bufferzone. I would love to work with him on what we can do to regulate those offering support to people going through the tribunal service. I agree with him; what he described is totally unacceptable. I would also like to work with my hon. Friend the Member for East Renfrewshire (Paul Masterton) and look at the report he mentioned to see what we can do to ensure that improvements are made.
I thank all hon. Members very much indeed; I am absolutely determined, as they all are, to improve these services and ensure that they are the best they can be.
(5 years, 6 months ago)
Commons ChamberI am happy to provide the hon. Lady with that clarification. The onus is on the Department. The Department is working really hard to find the family members of anyone who is deceased, so we can make the back payments of their benefits to them.
The Minister must be aware of the hardship and misery that these errors in payments have caused to some of the most vulnerable in our communities, but does she understand the complete lack of trust felt by the sick and disabled towards the entire DWP system, in which there is a hostile environment towards the sick and disabled in which these administrative errors thrived? What steps will she and her Government take to rebuild trust with these groups?
I reassure the hon. Lady that we are spending record levels of money to support people with disabilities and health conditions. I am absolutely determined to make sure that we are constantly reforming the system to ensure that everybody gets the support to which they are entitled.
(5 years, 6 months ago)
Westminster HallWestminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
Each debate is chaired by an MP from the Panel of Chairs, rather than the Speaker or Deputy Speaker. A Government Minister will give the final speech, and no votes may be called on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
I thank the hon. Member for Hendon (Dr Offord) for initiating the debate. We have heard today, and I think we can all agree, that a pensions dashboard is a positive step. The utility of an online tool that shows users facts and figures about their pensions, such as how much money they can expect their pension pots to hold, is clear, particularly in view of the fact that research shows that 47% of the UK’s population do not know how much their pension pots contain. Given that people have, on average, about 11 jobs in their lifetime, pension pots can be challenging to keep track of, as we have heard.
I know from my own constituents that there was some alarm when the UK Government appeared to distance themselves from the pensions dashboard pilot, before going on to announce that they would introduce multiple pensions dashboards. Nobody would argue that the UK Government should not work in partnership with the pensions industry to deliver a pensions dashboard, but it really should be the Government’s responsibility. For the purposes of clarity and simplicity, there should be only one dashboard. If, as is proposed, there are multiple dashboards, the only thing we know for sure—and experts in the industry agree—is that there will be confusion and risk, and the whole thing may become ineffective. Ultimate responsibility for the delivery of a clean, simple, comprehensive and user-friendly pensions dashboard must rest with the Government and not the pensions services sector.
A proper pensions dashboard would allow people to see the value of their state, occupational and private pensions in one place, thereby helping them to keep better track of their pension income. In my correspondence and communication with the Minister on this matter, he has demonstrated no firm commitment to ensure that state pension data is included from the outset. I am keen to hear, unequivocally, that that has been reconsidered.
The Minister has offered me no commitment that providers will be compelled through legislation to contribute information or supply data to a pensions dashboard, as the hon. Member for Eastbourne (Stephen Lloyd) pointed out. I am keen to hear that the Minister has also reconsidered that. According to experts in the field, not compelling providers to supply information will mean that the most important pensions data is not captured by the dashboard. It seems that private companies will develop a model for themselves. Now I hear that the pensions industry will take a lead on this matter. That risks the entire dashboard being incomplete and far less useful than it should be.
Many pensions experts have expressed concern that without strong commitment from the Government, the project may fail in its aims. If there is missing data in the pensions dashboard, it will be as useful as a recipe with only some of the ingredients listed. It seems that the UK Government will merely facilitate a dashboard, which I take to mean—perhaps I am wrong and the Minister will correct me—that it will be entirely in the hands of private companies and the information it contains may well be incomplete.
I know that the Government think that their plans for dashboards are revolutionary and radical—or transformative, as the hon. Member for Clacton (Giles Watling) said—and it is true that the potential is there, but I fear that it will not be met. I remind the Minister that a single dashboard is essential, not only for the reasons I have already given, but because it will provide a safeguard against scammers through restricted access. We know that consumers who have been scammed have been tricked out of an average of £91,000 of their pension savings. Those who work in this field have warned that unless the public are absolutely clear how many dashboards there are, multiple dashboards could make it easier for scammers to trick the public into divulging personal data, despite what the hon. Member for Hendon said.
We know that data security will be key in giving consumers confidence to use the dashboard to plan their retirement. I heard what the Minister had to say about data security, but I believe that there are ongoing concerns. I ask the Minister to take those concerns on board and to ensure that all those who are retired or are planning to retire can have confidence in a single pensions dashboard that helps to support their understanding and management of their financial future. I believe that the Government must have ultimate responsibility for this, and they must not be seen to abdicate that responsibility to the private sector, given all the concerns I have raised.
(5 years, 7 months ago)
Westminster HallWestminster Hall is an alternative Chamber for MPs to hold debates, named after the adjoining Westminster Hall.
Each debate is chaired by an MP from the Panel of Chairs, rather than the Speaker or Deputy Speaker. A Government Minister will give the final speech, and no votes may be called on the debate topic.
This information is provided by Parallel Parliament and does not comprise part of the offical record
I beg to move,
That this House has considered the widowed parent’s allowance.
It is a great pleasure to serve with you in the Chair, Mrs Moon. I felt compelled to call for this debate about the marital status requirements of widowed parent’s allowance and the need to update the eligibility criteria of its successor, bereavement support payment, following contact by parents affected by the loss of partners. I wish especially to raise the case of Mr Arwel Pritchard and his family.
I have known Arwel, a police officer, since he was in my class in the sixth form at Coleg Meirion-Dwyfor. He met his partner, Donna, whom I also taught, while they both studied there. They were together from then until her untimely death. She leaves two young sons, Cian and Danial. The letter Arwel wrote to me 11 days after Donna’s death is heartbreaking, and his justifiable anger at the callousness with which he and his children have been treated deserves to be put on the record. If I may, I will read some of his words. He wrote:
“On the 20th of May 2018 the mother of my children and my long term partner Donna Claire McClelland passed away following a long illness with breast cancer.
She had been my partner since the time we met in college approximately 24 years ago.
During our time together we got engaged but, due to financial constraints, we did not get married as we had to make the difficult decision either to purchase a home together or get married. Wanting to raise a family, we decided to buy a house in order that we could have a home for our children.
The decision was made to become home owners, and, due to the inflated cost of living and the pay freeze that I received at work, we were never able to afford to be married.
Why am I—a person who has been a lifelong partner to Donna, who has two children with Donna and who has been in a relationship and living with Donna for more years than she lived with her parents—why am I treated as nothing in the eyes of the government?
Why am I treated differently to a person who could afford or was willing to get into debt to be married?
Why are my children not going to receive bereavement benefit for their loss just because their mother and father were not able to get married?
Why is the government discriminating against unmarried people?
Why is the government discriminating against people from different social backgrounds?
Why are children punished financially when one of their parents dies, just because their parents were unable to afford to get married?”
I am proud to be able to put those words on the record.
In many ways, widowed parent’s allowance has been around in one form or another since the inception of the modern welfare state. Society recognises that the death of either parent causes great trauma in a family and seeks to alleviate that distress with financial support. But although the names and conditions of bereavement support payments to widowed families have evolved since the days of Beveridge and Attlee, the requirement for widowed parents to be in a legally licensed relationship —either married or in a civil partnership—is a throwback to the social mores of the 1940s.
The Beveridge report of 1942 acknowledged, in a very different social context, the “problem” of unmarried couples being discriminated against, but none the less recommended limiting widow and guardian benefits to
“the legal wife of the dead man.”
That principle has remained enshrined in certain aspects of our social security system ever since.
That discrimination on the grounds of marital status was challenged in Northern Ireland by Siobhan McLaughlin, whose appeal was ultimately backed by the UK Supreme Court last summer. Ms McLaughin’s partner, John Adams, died in 2014. The couple were not married, but they had lived together for 23 years. At the time of his death, the couple had four children, aged between 11 and 19. The late Mr Adams had made sufficient contributions for Ms McLaughlin to be able to claim widowed parent’s allowance had she been married to him. The Supreme Court ruled by a majority of four to one that denying those payments to Ms McLaughlin was incompatible with article 14, in conjunction with article 8, of the European convention on human rights. Its judgment also sets out incompatibility with articles 2 and 3 of the United Nations convention on the rights of the child.
Essentially, the Court reasoned that although the promotion of marriage and civil partnerships as a policy goal is a legitimate aim for any Government, denying Ms McLaughlin and her children the benefit of Mr Adams’s contributions simply because they were not married was not a proportionate means of achieving that policy goal. In other words, privileging marriage and civil partnerships with tax breaks is one thing, but denying money to grieving children simply because they come from unmarried households is quite another. I say “children” quite intentionally.
The hon. Lady is making a very eloquent case for children who are punished because their parents chose, for whatever reason, not to get married. Does she agree that the entire bereavement support regime introduced in April 2017 punishes all children, because some families with children lose up to £12,000 a year under the new system—working-age parents with children may lose up to £23,500 a year on average—despite this being a contributory benefit?
Indeed. It interests me that the Supreme Court judgment makes reference to article 2 of the UN convention on the rights of the child, which decrees non-discrimination in relation to children, and to article 3, which endorses Governments’ working for the best interests of the child first and foremost. Those principles apply not just to the matter we are debating but to other issues.
In terms of the way other European countries do this, that is part of our work, because we are looking at what has worked, what the potential unintended consequences are and what can be done to mediate that. That is shaping much of the work. I absolutely understand why the hon. Lady would love me to be able to give a specific timeframe, but I cannot do so, other than to say that it is an absolute priority for us to do this and to do it thoroughly and properly and to avoid unintended consequences. We absolutely recognise the importance of this.
I am gratified by what I think the Minister said, which is that eligibility based on marital status cannot be determined purely on the basis of convenience. I am glad that he seems to have said that, but like the hon. Member for Dwyfor Meirionnydd (Liz Saville Roberts), I ask him to assure the House right now that the children will be at the heart of any way forward that the Government embark on.
Many of the things that we do as a Government rightly recognise the importance of children. As the state, we have a duty of care to ensure that all children, regardless of background and circumstances, have the opportunity to unlock their full potential. Whichever political side they are on, every individual Member would echo that, in their own terms.
As I said, we have recognised the importance of the hearing. We are keen to do this thoroughly. We are taking it very seriously. We wish to do it as swiftly as possible, but it has to be done absolutely right. Let me give further reassurance. Although there is no one simple or obvious solution following the declaration of incompatibility, the officials are working very carefully, and ultimately I will return with potential solutions. This must go through the House’s legislative process, so all Members will have further opportunities to shape what we then believe would be the right conclusion. We are working very closely with our counterparts in Northern Ireland, recognising that the specific case was from there. But this must be done very thoroughly.
In conclusion, we are carefully considering the McLaughlin court ruling. We recognise that we currently have incompatible law on the statute books, and we are actively considering all options. With the introduction of the bereavement support payment, we have demonstrated that we will seek to make sensible and positive changes to target support at those most in need.
It is very clear that the hon. Members present feel strongly that the emphasis has to be on the children; I have heard that loud and clear. As I said, it has always been our intention to assess the impact of the bereavement support payment, which we will do once we have sufficient data. We are committed to supporting the bereaved and ensuring that they receive the right support at a difficult time. I echo my tribute to the hon. Members who care so passionately about this subject. It is a real priority for the Government and for me, and as we make progress I will be very happy to meet again, individually, those who are interested, in order to update them on the work. I want to be inclusive, because we all want the right outcomes. It is just that the issue is complex. There was not a clear steer, which meant that there could not be a quick fix, but the issue is a genuine, real priority for us.
Question put and agreed to.