DWP: Performance

Sheila Gilmore Excerpts

Monday 30th June 2014 Commons Chamber

[Rachel Reeves]

As the hon. Gentleman will have heard, the example that I gave involved personal independence payments, which were introduced by this Government, not the last one. We have made our position clear. Although we appointed Atos, we said last autumn that it should be sacked. However, it is not just a question of replacing Atos; it is a question of reforming the work capability assessment and introducing targets relating not just to the number of decisions, but to the correct decisions.

Another couple came to me after applying for personal independence payments last August. The husband was asked to attend an assessment on a date when he would be in hospital for a spine operation. Nursing staff at Leeds General Infirmary advised the Department for Work and Pensions that he would be unable to attend the appointment, and he was told that a home assessment would be arranged, but he then heard nothing for months. In May, I wrote to the Department on the couple’s behalf. The reply that I received said simply:

“we will respond to your query as soon as possible but due to the volumes being received and the PIP system still being in its infancy there may be delays in getting back to you”.

Meanwhile, we also referred that couple to a food bank when their money ran out. These people deserve better.

[Sheila Gilmore (Edinburgh East) (Lab)]

Does my hon. Friend share my surprise that, although the problems with Atos were known about—and it is now being suggested that they had been known about for some time—a contract was given to that organisation for PIP? Was due diligence carried out before the new contract was issued?

[Rachel Reeves]

My hon. Friend has made a very important point. The PIP contract was awarded to Atos although we knew that there were problems with the work capability assessment. It was this Government’s decision to give a contract to a provider that we already knew was failing.

Since this debate was announced at the end of last week, my office has been inundated by communications from people from all over the country with similar tragic and appalling stories to tell. This morning I spoke to Malcolm Graham from Romford, who last September was diagnosed with cancer of the oesophagus. He underwent 10 weeks of chemotherapy and a 10-hour operation. He had been unable to work, and he finds it hard to get around. He applied for a personal independence payment and employment and support allowance on 23 September last year. After phoning the Department nearly every day since then, he finally had his assessment for personal independence payment on 16 May. On 20 June—five weeks later—he received a letter from the Department saying that it now had all the information it needed in order to make a decision, but today, more than nine months after his application, he has yet to receive notification of what support, if any, he will receive. In the meantime, he has had to rely on help from family and friends. He has struggled to keep up with his bills, and has even been visited by a debt recovery firm.

Until he was struck by cancer, Mr Graham had worked all his life. For 40 years he had paid his tax and national insurance. However, he told me today “When I needed it, the help was not there. I never knew what it would be like to be on the other side of the fence.” He added: “But now that I do, I wish that the Secretary of State would imagine what it is like being on this side of the fence—what it is like being in my position.”

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[Mr Duncan Smith]

What an excellent intervention. It is a testing one, but I will try to live up to it.

Let me move on to universal credit. Across all 44 programmes of change in the Department, we are taking a careful and controlled approach to achieve a safe and secure delivery. For example, the benefit cap started with an early roll-out and is now fully implemented, seeing 42,000 households capped and 6,000 move into work. Universal credit is on track to roll out safely and securely, against the plan I set out last year. The hon. Member for Leeds West quoted a figure of £12.8 billion but, as ever, shows a poor grasp of the finances. We have always been clear that universal credit’s total budget is £2 billion, and we will not overspend.

Furthermore, we have taken decisive action so as not to repeat the way in which programmes were rolled out under the previous Government. The reset will avoid the “big bang” concept that they put forward at the last election. They did a number of things that led them to have to write off huge sums of money. For example, their benefit processing replacement programme was not even introduced; it was just scrapped after £140 million had been wasted on IT that could never be used. Lectures about money that has to be written off with nothing to show for it should be directed at them, not us.

We have introduced the pathfinder in order to test and learn. We are now rolling it out, as I announced the other day, to 90 jobcentres across the north-west, and that process will be completed in the autumn. Furthermore, I have announced that, from today, new universal credit claims for couples will be rolling out into the live status, and claims for families will follow that roll-out. That will complete universal credit’s roll-out in the north-west, as we set out last year.

On the digital solution, nothing offers clearer proof that the existing live service works. It is delivering universal credit and will continue to do so. As I have always said, the majority of the existing IT will continue to be used, even as we develop the final element, which is the digital service, using all that equipment. It is about an end-state solution—fully online, fully secure and responsive to all digital threats—enhancing what we have already built. Universal credit will roll out on time, and it will deliver what we have said it will deliver—at least £38 billion in net benefit to the Exchequer.

[Sheila Gilmore]

I wonder whether the Secretary of State can explain what an “end-state solution” actually is, or what it will mean, and why he did not properly test PIP, which had only a two-month pilot, meaning that every applicant is now a guinea pig?

[Mr Duncan Smith]

I think that I have been pretty clear about the end-state solution. It is universal credit completely delivering to everybody in the UK. That is the end-state solution—live, online and fully protected. Perhaps I need to spell it out to the hon. Lady again. On PIP, I will simply say that we did not rush it. We have kept control of the level and scale of the roll-out. As we have learnt what the difficulties are, we have made changes, working with the providers. I will demonstrate in a moment that we are driving those numbers down to reasonable levels, as expected.

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[George Hollingbery (Meon Valley) (Con)]

The motion before the House is wide-ranging, and I will concentrate on three fairly niche areas in some detail. The motion notes that the Minister of State, Department for Work and Pensions, my right hon. Friend the Member for Hemel Hempstead (Mike Penning) recently commented in the Work and Pensions Committee on work capability assessment throughput, but it fails to note what officials then said about that issue before the Committee. Those officials told the Committee that the Department has hugely improved performance. What does that mean? They said that a month has been taken off the front end of the application process for WCA, which has been reduced from 92 days to 60 days. Clearly, that is not good enough yet, but it is a huge important improvement at the front end. Once the WCA decision has been made, the further decision has also been reduced by a month: from 42 days to 12 or 14 days. Considerable changes have been going on in the Department that are beneficial to applicants.

We also know that the number of benefit decision appeals fell by 79% to just over 30,000 between January and March this year, compared with the same time last year. Why? It is because mandatory reconsideration put itself into the mix and ensured that fewer such applications go to appeal. I have no doubt that the hon. Member for Stretford and Urmston (Kate Green) will say that some of that is to do with legal aid, and I suspect she may be right. However, the load on the costly appeals process is also reducing, so it seems that the Department has an exemplary track record, within itself and its own machinations, of reacting positively to the changes to WCA.

Where is the delay occurring? The answer has to be, with Atos. To understand that, we must look at where the WCA came from. The WCA was introduced in 2008, and within that legislation five annual assessments were put into the mix. We have now had four of those—three from Harrington and one from Paul Litchfield—and it is clear that the design, scope and outcomes from the WCA were wholly inadequate from the beginning. Large numbers of improvements were recommended. Those of the three Harrington reviews and Paul Litchfield have largely been not just accepted by the Government but implemented, but in short, Atos’s capacity does not match the increase in quality demanded. That is because the original contract and the price the Government paid for it is simply not enough to allow it to do the job that Parliament, quite rightly, demands.

[Sheila Gilmore]

Will the hon. Gentleman give way?

[George Hollingbery]

No, I will not, because we all have a limited speaking time.

I think the Minister was right to end the Atos contract and re-let it because it seems that Atos did not have the capacity to do what it needed to do. It is somewhat ironic that the Opposition motion should seek to emphasise something that was caused entirely by actions taken by Labour when in government and that this Government are taking huge steps to improve, and which Opposition Back Benchers have—quite reasonably and vociferously—demanded. I believe that that improvement, which we all want, has made it more difficult for Atos to pursue what it is supposed to pursue.

[Sheila Gilmore]

Will the hon. Gentleman give way?

[George Hollingbery]

No. I have already made it clear that I am not going to give way. The risk register is also identified in the motion—[Interruption.] I notice that my time now seems to be infinite, which is absolutely splendid—[Interruption.] The clock has now dropped down to three minutes. I should have said nothing.

The motion demands a publication of the risk register held by the Department. That is hardly a new argument, and in the short time I have been in this House it has been made many times about a similar document held by the national health service. Let me quote the right hon. Member for Leigh (Andy Burnham)—the shadow Health Secretary—from 23 March 2007 when he was asked whether he would release the NHS risk register:

“Putting the risk register in the public domain would be likely to reduce the detail and utility of its contents. This would inhibit the free and frank exchange of views about significant risks and their management, and inhibit the provision of advice to Ministers. We cannot therefore agree to place a copy of the current version of the register in the Library.”—[Official Report, 23 March 2007; Vol. 458, c. 1192W.]

That was then, as now, very sensible advice.

Do we really think it a good idea for the Government to make public all their plans for the management of every conceivable risk that they might encounter in any particular programme? Surely we cannot. As the right hon. Member for Leigh pointed out, it is essential that Ministers and officials can have free and frank exchanges behind closed doors on the risks to their Department. If they are inhibited from doing so in any way, they are most likely not to consider those risks in a free and frank way, and we will not have the benefit of the exercise in the first place. It is a preposterous proposition. All officials and all Ministers need a place where they can talk safely about what might happen to their Departments in extremis.

Finally, I have some facts and figures on the Work programme—I am sorry, but it is hard to avoid statistics in the argument. Some 300,000 long-term unemployed people have found lasting work using the Work programme. There has been an increase of 44,000 people in jobs in the past three months alone. Long-term unemployment has fallen by 108,000 in the past year, which is the largest fall in 16 years. Some 296,000 people have so far found lasting work, which is up from 132,000 a year earlier. The vast majority of those who find sustained employment remain in work beyond the six-month point or, for the hardest-to-help, the three-month point. More than 274,000 participants have gone on to find work beyond those points.

Performance has continually improved, with all contracts meeting the minimum performance levels in the third year of the programme. In the most recent cohort, nearly 28% were placed in a sustained job, up from 22% of those who joined at the beginning of the programme. Out of any group, young people proportionately have secured the largest number of sustainable jobs—71,640 have done so since the programme began. In short, the Work programme is truly working for those participating in it, and I shall certainly not support the motion.

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[Chloe Smith (Norwich North) (Con)]

I am confident that the hon. Member for Islington South and Finsbury (Emily Thornberry) will forgive me for not responding meticulously to five minutes of sanctimony and histrionics.

I congratulate my hon. Friend the Member for Harlow (Robert Halfon) on making an important set of points that received only giggles from the Opposition. The hon. Member for Ayr, Carrick and Cumnock (Sandra Osborne), who is not in her place, demanded respect, while those on her Benches laughed at his points.

I agree with the points made by my hon. Friend the Member for Skipton and Ripon (Julian Smith), who pointed out that the title of today’s debate on the Order Paper, “Performance of the Department for Work and Pensions,” is a big bash at civil servants. As I make the first of the four points I want to make during my substantive contribution, I pay tribute to the staff of the Department for Work and Pensions with whom I work at the jobcentre in Norwich—in particular, Julia Nix, the district manager, Tom Adams, a project manager, and a young man called Jamie who is on work experience.

I have had the great honour of working with those three people on a project that seeks to halve Norwich’s youth unemployment and I am delighted to say that we are succeeding. Only last week, we were able to announce the 1,000th young person to go into work through that project. That has only been possible through the hard work of those civil servants. I have been humbled to be able to help them in that project and I want to continue to do more of that.

Secondly, we need universal credit to come in. It is crucial to make work pay. Let me give two examples from my constituency that demonstrate that. One father of four is trapped needing housing benefit at the level at which he receives it. He is unwilling to ask his wife to go to work because if he did so they would lose the benefits they receive. He is frustrated as heck in that trap and it is not fair on him.

[Sheila Gilmore]

Is the hon. Lady not aware that once universal credit is finally extended to couples and couples with children, second earners will be worse off than they are at present?

[Chloe Smith]

I will make sure that I discuss that with my constituent, who is disgusted about what Labour ever did for him during its 13 years in office.

I also want to talk about the group of mums I recently met at Asda, which had kindly organised an event off the back of its Mumdex, a scheme that will be known to Members of the House. I hold my surgeries in Asda anyway, so it was a doubly good opportunity for me. Hon. Members will know very well the trap that occurs at 16 hours, which we have spoken about at length.

The next point I need to make about universal credit is that it will start to treat people as individuals. It will not continue to put people in the boxes of income support, JSA and ESA. It is crucial that we consider people’s individual circumstances and I suggest that the desire to free people from labels is what divides this side of the House from the Opposition. That is what drew me to the Conservative party and that is what I am proud to stand for. I resist any attempt from the Opposition to suggest that it is not respectful to see people as individuals rather than to label them.

Thirdly, I welcome the benefit cap. Many hon. Members have spoken about it already. I know many people in Norwich who would be only too happy to see the benefit cap set at the minimum wage rather than at average earnings. Norwich is another place where those things are out of kilter. It is a crying shame that Labour opposes the benefit cap and that shows the truth of what my hon. Friend the Member for Blackpool North and Cleveleys (Paul Maynard) said: Labour seems to think that it owns voters. That is another disgraceful demonstration of how Labour likes to label people as its people, but there will be no people left in support of the Opposition when they are not on the right side of the welfare debate.

Finally, I want to thank the Minister of State, Department for Work and Pensions, my right hon. Friend the Member for Hemel Hempstead (Mike Penning), who is responsible for disabled people, for a move that he has recently made. He has changed the location of the work capability assessments carried out in Norwich. The company, Atos, which we have talked about many times today, formerly used an office on the second floor of a building in Norwich. The Minister has just put the wheels in motion to change that location. It is obviously not acceptable for some of the most vulnerable people represented by me and my hon. Friend the Member for Norwich South (Simon Wright) to be turned away and sent to Ipswich by public transport or sometimes by taxi. None of that is acceptable and I pay tribute to my right hon. Friend the Minister for turning that situation around. It is the right thing to have done. Do you know what? Who signed the contract on that building in the first place? Who has forgotten history, in the words of my hon. Friend the Member for Fareham (Mr Hoban)? Who thinks that that it all began in 2010? The Labour party signed that contract in 1998 and my right hon. Friend the Minister has put things right.

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[Sheila Gilmore (Edinburgh East) (Lab)]

Some of the aspirations of the hon. Member for Truro and Falmouth (Sarah Newton) are indeed shared across the House. The problem is that for all those cheery words, many of the policies that the Government have put in place are not working. That is a fact and that is the purpose of this debate, not necessarily to reprise the entire debate on the Welfare Reform Bill, on the Committee of which the hon. Lady and I both sat. Many of the things that we said at the time were wrong and would not work have come to pass.

On Saturday morning I spoke to a constituent who cares for her daughter who has severe learning disabilities. She said to me, “My daughter is 25. She’s not going to get better. She’s not going to change, so why is she constantly being reassessed for employment and support allowance? What is all that about?”

[Graham Jones (Hyndburn) (Lab)]

Picking up on the point that my hon. Friend is making, I know a young girl, Nieve Evans, who has cerebral palsy, which of course is an incurable disease. She is four years old and is on the highest rate of DLA. Her parents are forced to fill in forms continually, and those documents are endlessly long. Every time they have to apply for the highest rate of DLA for her, and she will never improve. Is this the type of welfare state we want?

[Sheila Gilmore]

The issue that I want to raise is not just the stress caused to my constituent and her mother, but the extra expense and time involved. In debate after debate, I and others have suggested that one of the simple changes that could be made, which would be humane and would save money, is not to carry out constant reassessment. Even that minor change has not been accepted by Minister after Minister who has been responsible for people with disabilities.

The Minister for disabled people now admits that there is a backlog of 700,000 people awaiting ESA assessments. That comes as no surprise to us, because our constituents have been telling us for the past few months that the delays have been getting longer and longer. All these things—ESA, PIP and universal credit—seem to follow a pattern. First, Ministers deny that there is a problem, arguing that the Opposition, voluntary groups and advice agencies are scaremongering. Eventually an announcement is made that some changes are necessary because the benefit is not quite working out, but that is accompanied by a reassurance that everything will be fine very soon.

In 2011 the Government ignored concerns about how ESA was working out and rolled out the migration from incapacity benefit, despite the Select Committee’s concern about capacity. Simultaneously the Minister told us that Atos was being asked to make savings. I wonder whether some of those savings are in part the cause of the further capacity problems. Last year we heard that there was a slight glitch and Atos was being asked to improve its reporting. Within months, Atos was out of the door, so the problem was much more serious than we were told at that time.

Ministers want to blame anybody but themselves for this situation. Suddenly Atos is the bad guy, after years of being defended whenever Opposition Members dared to criticise it. The current Minister for disabled people has occasionally tried to claim that Atos was allowed to take the original contract knowing that it could not make it viable, so it was therefore the Labour Government’s fault. If that was the case, why did one of his predecessors tell the Select Committee in 2011 that there was room for cost savings? Why did the Government roll it out if they had concerns about the nature of the contract?

More recently, the Minister for disabled people has tried to blame the previous Government for the current backlog of 700,000, suggesting that it was somehow inherited in 2010. If there was any truth in that, why go ahead with the roll-out? Why did his predecessor say in March 2012 that there was a small backlog caused by some improvements that followed the Harrington report, but that it was on track to be cleared by the summer of 2012? He was not aware of any huge backlog inherited from the previous Government; he is just trying to avoid any responsibility for what is happening.

Crucially—this is fundamentally important—we have a system that is not only really hurting many of the people going through it, but is not succeeding, even on the Government’s own terms. The number of people in receipt of either incapacity benefit, as some people still are, or ESA has not fallen by anything like as much as we might expect, given the number who have apparently been found fit for work, who no longer get ESA on a contributory basis and who fall out of ESA altogether. The numbers just do not add up, and that is probably one of the major reasons why the savings are not adding up either.

Why is that important? What is actually happening to people? When we ask the DWP, it says that it does not know because it does not track what is happening to people. I think that many people are being found fit for work but are nowhere near finding work. The Work programme is failing people with disabilities, and sooner or later—in a few months or perhaps a year—they reapply for ESA. The numbers are not falling in the way the Government are trying to claim. That suggests that the system is failing even on its own terms. It is not making the savings, but it is making life very hard for individuals. It is time to look at it all again and quickly make some changes, some of which are quite straightforward, in order to bring savings and improve many people’s experience.

[Several hon. Members]

rose—