Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, with reference to the Answer of 5 January 2022 to Question 93755 on Work Capability Assessment, how many and what proportion of work capability assessments were (a) carried out by telephone, (b) paper-based, (c) video-based and (d) face-to-face in each of the last 12 months.
Answered by Tom Pursglove - Minister of State (Minister for Legal Migration and Delivery)
The number and proportion of Work Capability Assessments (WCA) that have been carried out by (a) telephone, (b) paper-based, (c) video-based and (d) face-to-face in each of the last 12 months, can be found in the tables below.
Number of WCA per channel | (a) Telephone | (b) Paper-based | (c) Video | (d) Face-to-Face |
Nov-21 | 33,390 | 7,690 | 3,450 | 5,810 |
Dec-21 | 29,830 | 6,090 | 2,860 | 5,320 |
Jan-22 | 43,070 | 6,560 | 4,000 | 220 |
Feb-22 | 37,890 | 7,540 | 4,170 | 3,590 |
Mar-22 | 37,540 | 7,510 | 4,670 | 8,070 |
Apr-22 | 30,610 | 6,630 | 3,560 | 7,170 |
May-22 | 35,190 | 7,150 | 3,810 | 8,960 |
Jun-22 | 31,350 | 6,130 | 3,540 | 7,380 |
Jul-22 | 31,420 | 6,430 | 3,240 | 7,380 |
Aug-22 | 32,630 | 6,680 | 3,840 | 8,160 |
Sep-22 | 31,890 | 6,480 | 3,760 | 7,420 |
Oct-22 | 35,240 | 6,310 | 3,500 | 7,910 |
With channel proportion as:
Proportion of WCA per channel | (a) Telephone | (b) Paper-based | (c) Video | (d) Face-to-Face |
Nov-21 | 66% | 15% | 7% | 12% |
Dec-21 | 68% | 14% | 6% | 12% |
Jan-22 | 80% | 12% | 7% | 0% |
Feb-22 | 71% | 14% | 8% | 7% |
Mar-22 | 65% | 13% | 8% | 14% |
Apr-22 | 64% | 14% | 7% | 15% |
May-22 | 64% | 13% | 7% | 16% |
Jun-22 | 65% | 13% | 7% | 15% |
Jul-22 | 65% | 13% | 7% | 15% |
Aug-22 | 64% | 13% | 7% | 16% |
Sep-22 | 64% | 13% | 8% | 15% |
Oct-22 | 67% | 12% | 7% | 15% |
Please note:
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what her Department's waiting time targets are for answering calls to the helpline for benefits claimants; and what the average waiting time was in each of the last 52 weeks.
Answered by Victoria Prentis - Attorney General
Waiting time targets:
DWP reviews forecasted telephony demand and plans resourcing accordingly to keep wait times down, wait time performance is frequently reviewed, and where DWP’s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percentage of calls answered. All DWP customer telephone lines are Freephone numbers.
Average waiting time/Average Speed of Answer (ASA)
The ASA for all service lines in Retirement Services, Universal Credit, Child Maintenance Group, Disability Services and Working Age for each of the last Fifty-Two weeks was as follows:
Week Commencing | Retirement Provision | Universal Credit | CMG | Disability | Working Age |
06/09/2021 | 00:12:06 | 00:08:15 | 00:20:52 | 00:18:55 | 00:16:47 |
13/09/2021 | 00:10:12 | 00:12:30 | 00:22:15 | 00:17:58 | 00:15:03 |
20/09/2021 | 00:09:02 | 00:15:48 | 00:18:13 | 00:18:34 | 00:11:08 |
27/09/2021 | 00:10:34 | 00:13:09 | 00:22:38 | 00:19:08 | 00:10:06 |
04/10/2021 | 00:10:24 | 00:07:34 | 00:19:07 | 00:21:04 | 00:11:45 |
11/10/2021 | 00:10:14 | 00:03:17 | 00:18:55 | 00:22:17 | 00:11:01 |
18/10/2021 | 00:09:49 | 00:03:42 | 00:19:05 | 00:19:56 | 00:14:02 |
25/10/2021 | 00:10:54 | 00:03:45 | 00:20:30 | 00:18:37 | 00:17:09 |
01/11/2021 | 00:09:31 | 00:03:00 | 00:21:05 | 00:19:19 | 00:13:59 |
08/11/2021 | 00:09:22 | 00:03:38 | 00:17:10 | 00:17:29 | 00:13:46 |
15/11/2021 | 00:09:13 | 00:02:30 | 00:13:43 | 00:16:57 | 00:14:45 |
22/11/2021 | 00:08:21 | 00:03:08 | 00:14:42 | 00:17:26 | 00:18:19 |
29/11/2021 | 00:08:22 | 00:03:41 | 00:19:00 | 00:17:07 | 00:24:07 |
06/12/2021 | 00:08:27 | 00:02:09 | 00:14:37 | 00:18:18 | 00:22:52 |
13/12/2021 | 00:06:29 | 00:01:50 | 00:10:00 | 00:15:10 | 00:11:46 |
20/12/2021 | 00:04:55 | 00:00:22 | 00:15:40 | 00:12:18 | 00:07:13 |
27/12/2021 | 00:09:20 | 00:01:05 | 00:23:59 | 00:20:50 | 00:18:04 |
03/01/2022 | 00:09:53 | 00:01:12 | 00:18:23 | 00:16:45 | 00:11:20 |
10/01/2022 | 00:09:35 | 00:00:24 | 00:14:30 | 00:17:12 | 00:08:13 |
17/01/2022 | 00:10:40 | 00:00:21 | 00:15:22 | 00:13:33 | 00:08:22 |
24/01/2022 | 00:10:32 | 00:00:18 | 00:17:01 | 00:14:56 | 00:09:23 |
31/01/2022 | 00:10:01 | 00:00:53 | 00:14:57 | 00:13:48 | 00:11:49 |
07/02/2022 | 00:09:29 | 00:02:57 | 00:13:05 | 00:15:41 | 00:12:30 |
14/02/2022 | 00:09:29 | 00:01:08 | 00:14:10 | 00:16:24 | 00:17:05 |
21/02/2022 | 00:09:42 | 00:01:16 | 00:15:00 | 00:18:44 | 00:17:20 |
28/02/2022 | 00:08:44 | 00:02:26 | 00:18:20 | 00:15:44 | 00:20:05 |
07/03/2022 | 00:07:44 | 00:01:36 | 00:14:47 | 00:16:35 | 00:19:02 |
14/03/2022 | 00:06:04 | 00:02:00 | 00:12:55 | 00:17:55 | 00:21:41 |
21/03/2022 | 00:06:59 | 00:02:24 | 00:12:50 | 00:15:37 | 00:20:50 |
28/03/2022 | 00:09:03 | 00:02:18 | 00:13:13 | 00:16:46 | 00:16:13 |
04/04/2022 | 00:07:59 | 00:04:10 | 00:12:43 | 00:18:03 | 00:10:54 |
11/04/2022 | 00:06:35 | 00:02:57 | 00:09:38 | 00:18:06 | 00:14:41 |
18/04/2022 | 00:08:04 | 00:03:48 | 00:15:53 | 00:16:45 | 00:19:26 |
25/04/2022 | 00:07:03 | 00:02:31 | 00:13:24 | 00:16:35 | 00:16:21 |
02/05/2022 | 00:09:26 | 00:04:12 | 00:14:35 | 00:18:27 | 00:18:17 |
09/05/2022 | 00:08:09 | 00:02:56 | 00:14:20 | 00:14:32 | 00:19:27 |
16/05/2022 | 00:07:12 | 00:04:41 | 00:17:52 | 00:18:07 | 00:16:28 |
23/05/2022 | 00:06:58 | 00:02:56 | 00:23:56 | 00:14:16 | 00:13:23 |
30/05/2022 | 00:06:54 | 00:07:37 | 00:30:45 | 00:13:22 | 00:15:54 |
06/06/2022 | 00:08:26 | 00:04:15 | 00:29:17 | 00:19:23 | 00:15:49 |
13/06/2022 | 00:08:38 | 00:03:21 | 00:29:46 | 00:16:35 | 00:07:10 |
20/06/2022 | 00:06:12 | 00:03:26 | 00:32:13 | 00:14:20 | 00:09:11 |
27/06/2022 | 00:06:15 | 00:03:35 | 00:23:22 | 00:16:48 | 00:10:08 |
04/07/2022 | 00:06:07 | 00:03:24 | 00:19:27 | 00:17:32 | 00:11:32 |
11/07/2022 | 00:06:41 | 00:04:09 | 00:18:17 | 00:18:20 | 00:14:42 |
18/07/2022 | 00:06:14 | 00:02:06 | 00:14:08 | 00:16:21 | 00:12:02 |
25/07/2022 | 00:06:44 | 00:01:35 | 00:15:30 | 00:16:01 | 00:13:28 |
01/08/2022 | 00:08:49 | 00:02:48 | 00:14:59 | 00:17:09 | 00:16:46 |
08/08/2022 | 00:08:30 | 00:02:48 | 00:17:11 | 00:16:48 | 00:14:39 |
15/08/2022 | 00:08:14 | 00:04:55 | 00:16:59 | 00:18:05 | 00:16:10 |
22/08/2022 | 00:07:01 | 00:04:22 | 00:15:16 | 00:18:43 | 00:16:25 |
29/08/2022 | 00:07:44 | 00:03:52 | 00:17:21 | 00:19:13 | 00:19:54 |
hh:mm:ss
Average Speed of Answer measures the average customer wait time from the point of entering a queue to connection to an agent. This excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers.
Please note this information is derived from the Department’s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many people are awaiting a work capability assessment as of 15 December 2021; and what the average waiting time is for a claimant in the latest period for which that data is available.
Answered by Chloe Smith
The number of outstanding Work Capability Assessment (WCA) referrals as of 15 December 2021 is 335,500. This includes claimants who have been asked to return a Capability for Work questionnaire and have yet to do so. Not all these cases will require the claimant to attend an assessment and where there is sufficient evidence, claims will be assessed on a paper basis. DWP closely monitors the levels of outstanding referrals.
DWP publishes Employment and Support Allowance (ESA) WCA processing times for initial claims on gov.uk, which can be found here. We are currently unable to provide Universal Credit (UC) WCA statistics as these could only be provided at disproportionate cost.
DWP is committed to assessing people as quickly as possible in order that they receive the benefit(s) and support they are entitled to in a timely manner. It is important to remember that claimants will receive the Assessment Rate of ESA/Standard Rate of UC whilst they are awaiting their WCA. Any additional amounts the claimant may qualify for after their assessment, will be backdated where appropriate.
Please note
Figure has been rounded to the nearest 100.
The above data is derived from contractual management information produced by the assessment providers.
The above data is derived from unpublished management information which is collected for internal departmental use only and has not been quality assured to Official Statistics Publication standards.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what data her Department and contracted assessment providers hold on the proportion of work capability assessments that have been carried out (a) by telephone, (b) paper-based and (c) face-to-face in the last (i) three, (ii) six, (iii) 12 and (iv) 18 months.
Answered by Chloe Smith
The information requested can be found in the table below.
Although not included in your question, it may be helpful to know that we have also been conducting video assessments, where appropriate, alongside telephone, paper based and face to face assessments. The proportion of video assessments have been included in the table for completeness.
| Time Period | |||
Completed Work Capability Assessments | Last 3 months Sep 21 – Nov 21 | Last 6 months Jun 21 – Nov 21 | Last 12 months Dec 20 – Nov 21 | Last 18 months Jun 20 – Nov 21 |
(a) Telephone | 73% | 76% | 80% | 78% |
(b) Paper-based | 15% | 14% | 15% | 18% |
(c) Face to face | 6% | 6% | 3% | 2% |
(d) Video | 6% | 3% | 2% | 1% |
Please note:
All of the above data is derived from contractual management information produced by the Assessment Providers.
Percentages may not add up to 100% due to rounding
The above data is derived from unpublished management information which is collected for internal departmental use only and has not been quality assured to Official Statistics Publication Standards.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many universal credit work capability assessments have been cancelled where the telephone line or other communication channel was deemed inappropriate for the claimant in the last 12 months; and what procedures are in place to ensure that cancelled assessments are promptly referred to an alternative assessment channel.
Answered by Chloe Smith
We do not hold data on cases where an assessment has started and the Healthcare Professional (HCP) has deemed the assessment channel to be inappropriate.
Prior to booking an assessment, HCPs will seek to make a recommendation based on paper evidence. If an assessment is required, HCPs will consider a range of factors including people’s physical and mental health, or whether the claimant has the appropriate access to telephone or video facilities.
There are occasions where an assessment has started, but the HCP is unable to complete the assessment for a variety of reasons, such as the claimant is too unwell to continue or there are mobile phone/internet connection issues. In these circumstances, claimants will be offered an alternative channel on the day (e.g. video to telephone) or a further appointment will be arranged as soon as possible.
Asked by: Paul Blomfield (Labour - Sheffield Central)
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 merits of amending the rules governing eligibility for the Funeral Expenses Payment to provide discretion for another close family member to be granted the payment in circumstances where the partner of the deceased is unable or unwilling to take responsibility for a funeral.
Answered by Guy Opperman - Parliamentary Under-Secretary (Department for Transport)
There are no current plans to amend the eligibility criteria for Funeral Expenses Payment.
To receive support through the Funeral Expenses Payment scheme, a person must be in receipt of a qualifying income-related benefit and be the person responsible for making the funeral arrangements. In cases where the deceased has a surviving partner, they are considered to be the responsible person. Where there is no surviving partner or the surviving partner was estranged from the deceased at the time of death, an immediate family member (parent or child), a close relative or a close friend may be considered for help through the scheme.
Where the surviving partner of the deceased was not estranged but is unable to act on their own behalf, a person, or a body of people, may apply to act on their behalf as an appointee. If a surviving partner is able to act on their own behalf and but is not estranged or willing to take responsibility for the funeral arrangements, a Funeral Expenses Payment cannot be awarded to another family member. They could, however, apply for a Budgeting Loan or a Universal Credit Budgeting Advance to help pay towards the cost of a funeral, if they meet the eligibility criteria.
In certain circumstances, Public Health funerals are provided by local authorities.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment she has made of the potential merits of reforming the qualification criteria for the State Pension to include part year National Insurance contributions.
Answered by Guy Opperman - Parliamentary Under-Secretary (Department for Transport)
There are no plans to change the National Insurance qualifying year definitions for State Pension purposes.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment she has made of the potential merits of reforming the qualification criteria for the State Pension to include part year National Insurance contributions.
Answered by Guy Opperman - Parliamentary Under-Secretary (Department for Transport)
It has not proved possible to respond to the hon. Member in the time available before Dissolution.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 20 April 2021 to Question 179078, for what reason rapid response funding does not cover career change retraining for those who have been made redundant.
Answered by Mims Davies - Parliamentary Under-Secretary (Department for Work and Pensions)
RRS funding is demand led, and Districts have the discretion to decide whether offers of support, including vocational or non-vocational training, are appropriate to the local labour market, and subsequently are appropriate to move a person into employment.
Asked by: Paul Blomfield (Labour - Sheffield Central)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment she has made of the effect of delaying part of the grant which funds the Discretionary Housing Payment for 2020-21 until October 2021 on local authorities' ability to administer that payment effectively.
Answered by Will Quince
There has been no delay to Discretionary Housing Payments (DHP) funding.
DHP funding for 2021/22 is a total of £140m, which will be allocated in two parts. £100m initial allocation at the start of the financial year, followed by £40m at mid-year which will be allocated based on the most up to date information available on each LAs individual needs; this approach aims to ensure that DHPs are targeted to areas with the greatest need.
We have been closely monitoring the DHP spend and we will continue to do this throughout 2021/22.