Susan Murray

Having internet is central to everyday life, helping people work, learn, access services and stay connected.

While the Government has not made a formal assessment of classifying internet access as an essential public utility, the UK telecoms regulatory framework has been designed to support competition, investment, affordability and access. This includes the broadband Universal Service Obligation, which gives people the right to request a decent, affordable connection and is set out in legislation.

One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.

Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.

One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.

Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.

The Equality Act 2010 contains strong protections for older women in a variety of settings, including work and the provision of services. The Act prohibits discrimination because of age and harassment related to age. In addition, the Employment Rights Bill will introduce robust measures to further safeguard working women, including gender and menopause action plans.

The Government recognises the challenges some older women can face and is committed to ensuring that support systems are in place These include improving older people’s participation online through the new Digital Inclusion Action plan, employment support through Jobcentres, and addressing healthcare inequality in the 10 Year Health Plan, to ensure the NHS is there for anyone who needs it, whenever they need it.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and this Government has taken firm action to resolve them through a clear recovery plan with strict delivery milestones. We have deployed additional resources to expedite priority cases, ensuring that serving and former staff receive the high standard of service they deserve. Regular progress updates remain available to members via the pension portal and GOV.UK.

Capita is under a firm mandate to restore full service delivery to standard contractual levels by the end of June 2026. We are actively exploring the use of all available commercial and contractual levers and continue to withhold milestone payments for missed transition deliverables. All options remain on the table if they fail to meet the June deadline.

While the specific financial values of commercial transactions remain commercially confidential in relation to Capita, I am unable to disclose the figures, but I can confirm that the Cabinet Office has withheld significant transition milestone payments due to missed deliverables. Although contractual performance data is generally considered commercially sensitive, in this instance, information regarding MyCSP and recovered amounts is already in the public domain via submissions to the Committee of Public Accounts. In these submissions, it is noted that over the last five financial years, the Department has recovered a total of £247,893. Wider financial adjustments, such as routine overpayment corrections or contribution reconciliations, form part of the broader operational accounting of the scheme and are not categorised as direct departmental recoveries from the administrator.

All bereavement cases are triaged daily and routed for immediate action. Dependants and surviving spouses of Civil Service Pension Scheme members affected by delays in pension payments, who are not within the scope of the Transitional Support Loan scheme, should contact Capita and mention the financial impact of these delays. Capita will then prioritise the resolution of these cases. The recovery team is working alongside Capita and employers to manage escalations regarding bereavement cases.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and this Government has taken firm action to resolve them through a clear recovery plan with strict delivery milestones. We have deployed additional resources to expedite priority cases, ensuring that serving and former staff receive the high standard of service they deserve. Regular progress updates remain available to members via the pension portal and GOV.UK.

Capita is under a firm mandate to restore full service delivery to standard contractual levels by the end of June 2026. We are actively exploring the use of all available commercial and contractual levers and continue to withhold milestone payments for missed transition deliverables. All options remain on the table if they fail to meet the June deadline.

While the specific financial values of commercial transactions remain commercially confidential in relation to Capita, I am unable to disclose the figures, but I can confirm that the Cabinet Office has withheld significant transition milestone payments due to missed deliverables. Although contractual performance data is generally considered commercially sensitive, in this instance, information regarding MyCSP and recovered amounts is already in the public domain via submissions to the Committee of Public Accounts. In these submissions, it is noted that over the last five financial years, the Department has recovered a total of £247,893. Wider financial adjustments, such as routine overpayment corrections or contribution reconciliations, form part of the broader operational accounting of the scheme and are not categorised as direct departmental recoveries from the administrator.

All bereavement cases are triaged daily and routed for immediate action. Dependants and surviving spouses of Civil Service Pension Scheme members affected by delays in pension payments, who are not within the scope of the Transitional Support Loan scheme, should contact Capita and mention the financial impact of these delays. Capita will then prioritise the resolution of these cases. The recovery team is working alongside Capita and employers to manage escalations regarding bereavement cases.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and this Government has taken firm action to resolve them through a clear recovery plan with strict delivery milestones. We have deployed additional resources to expedite priority cases, ensuring that serving and former staff receive the high standard of service they deserve. Regular progress updates remain available to members via the pension portal and GOV.UK.

Capita is under a firm mandate to restore full service delivery to standard contractual levels by the end of June 2026. We are actively exploring the use of all available commercial and contractual levers and continue to withhold milestone payments for missed transition deliverables. All options remain on the table if they fail to meet the June deadline.

While the specific financial values of commercial transactions remain commercially confidential in relation to Capita, I am unable to disclose the figures, but I can confirm that the Cabinet Office has withheld significant transition milestone payments due to missed deliverables. Although contractual performance data is generally considered commercially sensitive, in this instance, information regarding MyCSP and recovered amounts is already in the public domain via submissions to the Committee of Public Accounts. In these submissions, it is noted that over the last five financial years, the Department has recovered a total of £247,893. Wider financial adjustments, such as routine overpayment corrections or contribution reconciliations, form part of the broader operational accounting of the scheme and are not categorised as direct departmental recoveries from the administrator.

All bereavement cases are triaged daily and routed for immediate action. Dependants and surviving spouses of Civil Service Pension Scheme members affected by delays in pension payments, who are not within the scope of the Transitional Support Loan scheme, should contact Capita and mention the financial impact of these delays. Capita will then prioritise the resolution of these cases. The recovery team is working alongside Capita and employers to manage escalations regarding bereavement cases.

I can confirm that your letter to Rt Hon Anna Turley MP, dated 10 February 2026, has been passed to me as the Minister responsible for this policy, and I have replied to your letter. Please accept my apologies for the delay. The Government is committed to transparency and accountability, including through clear and timely responses to correspondence.

The Cabinet Office awarded the contract to administer the Civil Service Pension Scheme to Capita in November 2023 under the previous government.

The issues and delays facing a number of civil servants and pension scheme members in receiving their pension quotes are unacceptable. I want to reassure you that this Government has taken firm action to help put things right as soon as possible. We have agreed a clear recovery plan with Capita, which includes specific milestones and accountability targets for delivery. For priority cases, we have deployed additional resources and improved communication with affected colleagues, so that staff, both former and serving, receive the quality of service and support they deserve.

Existing Key Performance Indicators (KPIs) have been enhanced and strengthened to deliver improved performance and higher penalties for failure, including financial penalties. These have already applied in respect to Capita's performance with recent issues and delays in administering the Civil Service Pension Scheme.

Capita prioritised the most urgent cases and by the end of February, all death in service cases were either settled or progressed to the final stage or awaiting a member response. The same position was reached for ill health retirement applications by mid-March.

Capita has made lump sum payments to 8,979 members, the majority of whom have retired but are not yet receiving their pension, and are on track to bring these members into regular pension payments by the end of April.

To provide immediate financial support to those who may need it, including those who have been dismissed with compensation, arrangements are in place for interest-free bridging loans typically up to £5,000 or £10,000 in exceptional cases to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members. The pension scheme continues to make monthly pension payments to approximately 730,000 existing pensioner members on time.

To mitigate member hardship, employers have issued £6.4 million in Transitional Support Loans to 1,225 members.

The latest position of the Civil Service Pension Recovery Plan Update is available at this weblink: https://www.gov.uk/government/publications/civil-service-pension-recovery-plan-updates

The department currently has no plans to review the Consumer Rights Act 2015 (CRA).

Under the CRA, goods or digital content must be of satisfactory quality, fit for a particular purpose and as described by the seller. A trader can upgrade, fix, enhance and improve the features of, or add new features to, digital content so long as it continues to match any description given by the trader. It must also continue to conform with any pre-contract information as to main characteristics, functionality, and compatibility provided by the trader.

The Government is aware of the pressure of high industrial energy costs on the ceramics industry, including the pottery sector. A small number of electricity-intensive ceramics businesses, including in the technical, advanced, and brick sectors, will benefit from the recent uplift to the Network Charging Compensation Scheme. Some advanced and technical ceramics businesses will benefit from future eligibility within the British Industrial Competitiveness Scheme. Department for Business and Trade officials regularly engage with ceramics businesses and the sector’s main trade association, Ceramics UK, to explore how other ceramics sectors can be supported.

Administration of Covid-19 grants was devolved in Scotland. A Scotland-specific report would therefore be a matter for the Scottish Government.

DBT published an evaluation report of the impact of the Covid-19 Business Support Grant Schemes in England and the British Business Bank has published a three year evaluation of the Covid-19 Loan Guarantee Schemes. These can be found at Evaluation of the Local Authority COVID-19 Business Support Grant Schemes and Evaluation of the COVID-19 Loan Guarantee Schemes (Year 3 Report) | British Business Bank

The government does not collect or hold this information. Ofcom, as the independent regulator of postal services, has a duty to secure the provision of a financially sustainable and efficient universal postal service. It monitors Royal Mail’s provision of the universal service and has powers to investigate and take enforcement action if Royal Mail fails to achieve its performance targets as appropriate, taking account of all relevant factors.

The National Energy System Operator (NESO) is responsible for issuing transmission level connection agreements under the connections reform programme. Customers can raise queries and potential errors through NESO's online portal.

The Department works closely with NESO and Ofgem to oversee delivery of the programme and monitor the rates of outstanding customer queries. Where errors are identified, NESO has processes in place to investigate and correct them, including reissuing offers where necessary.

NESO is an operationally independent public corporation. The Secretary of State is NESO's sole shareholder, exercises shareholder rights on behalf of Government, and is accountable to Parliament for matters relating to the organisation.

While the NESO Board retains responsibility for NESO's leadership, governance and corporate performance, Ofgem independently regulates NESO's delivery of its statutory duties and compliance with its licence obligations.

As set out in the NESO Framework Document, NESO is subject to parliamentary scrutiny, audit and reporting requirements. NESO's Chief Executive serves as the designated Accountable Person, with responsibility for stewardship of public resources and governance.

The Department is closely monitoring NESO’s implementation of connections reform, including the number of outstanding queries raised by customers and the number of connection offers requiring subsequent re-issue. These are important indicators of whether the accuracy and quality of offers is improving over time.

Ofgem, as the independent regulator, is ultimately responsible for monitoring NESO’s delivery performance and ensuring that appropriate safeguards are in place.

Where a customer remains dissatisfied, relevant disputes can be escalated to Ofgem, which has powers to determine certain disputes under the electricity licensing and regulatory framework.

The Department works closely with the National Energy System Operator (NESO), Ofgem and network companies to oversee the governance of the connections process and to monitor delivery of the reforms.

Customers who believe there is an error in their connection agreement should in the first instance raise this with NESO through its Connections Portal. NESO also provides complaints processes for customers to seek review of issues that have not been resolved through normal engagement.

Where a customer remains dissatisfied, relevant disputes can be escalated to Ofgem, which has powers to determine certain disputes under the electricity licensing and regulatory framework.

It has not proved possible to respond to my hon. Friend in the time available before Prorogation.

Government engages regularly with Ofcom on consumer issues. This includes, most recently, on Ofcom’s recent changes to annual in-contract price increases rules.

Under Ofcom’s rules, providers must set out clearly, before a contract is agreed, how and when any price changes will occur, and that this must be in plain English and presented pounds-and-pence terms. If prices rise by more than was agreed at the point of sale, consumers can end the contract without penalty

On 31 October, the Secretary of State wrote to Ofcom setting out the government’s expectations on transparency, consumer empowerment and support for those who may be struggling with telecoms costs. Ofcom has agreed to undertake an interim review of the January 2025 pounds-and-pence rules, ahead of a full review in 2027.

Government recognises that the impact of flat‑rate price increases on lower‑priced tariffs increases can have a proportionately greater effect on consumers. We continue to engage with Ofcom and industry on how pricing can be made as transparent as possible, and on how consumers can be supported to make informed choices, and switch more easily at the end of their contracts. If a customer does want to move to another provider, under One Touch Switching, this is now easier, including through text‑to‑switch.

We continue to engage with Ofcom and monitor the market.

The most advanced AI systems bring huge opportunities but also new and amplified risks. This is why the Government will bring forward AI legislation to safely realise AI’s massive potential and deliver on our manifesto commitment.

This is also why the work of the AI Security Institute (AISI) is so important. AISI is committed to rigorous, scientific research into the most advanced AI models – testing the most advanced AI models from leading AI labs, and equipping government with an empirical understanding of the most serious AI risks.

I refer the Honourable member to my answer of WPQ 120123.

The Turing Scheme is the UK government’s global programme to provide grants for students to do study and work placements anywhere in the world, including in the EU. Students can develop new skills, gain international experience and boost their employability. Since its introduction following the UK’s departure from the Erasmus+ programme, the Turing Scheme has provided funding to support more than 160,000 international placements. In addition to travel and living costs, for students from disadvantaged backgrounds the Turing Scheme covers items that students may need to be able to travel, including vaccinations, visa applications, passports and insurance costs.

For the 2024/25 academic year, over £105 million has been allocated to send more than 43,000 students from across the UK on study and work placements around the world.

This government is committed to ending the VAT exemption that private schools enjoy. HM Treasury will deliver the tax changes and is engaging with a range of stakeholders as it carefully considers the impact of this policy.

Defra is monitoring risks posed by conflict in the Middle East to our critical supply chains, including extensive, regular and ongoing industry engagement to prepare for, respond and address issues that cause disruption to food supply chains. The UK Agriculture Market Monitoring Group monitors UK agricultural markets including price, supply, inputs, trade, and recent developments. 

Defra officials continue to engage with their counterparts in the devolved authorities on matters including the movement of waste. I recently met with Gillian Martain MSP, Cabinet Secretary for Net Zero and Energy in the Scottish Government to discuss reports suggesting waste sent to landfill in Scotland may be diverted to landfill in England.

There are no additional controls on the movement of waste between England and the devolved nations, to those that apply to movements within the individual nations. In England and Wales, waste must be managed in accordance with the Waste Duty of Care Code of Practice. Similar Codes of Practice apply in Scotland and Northern Ireland. Waste can only be transferred to a site that has the appropriate authorisation (eg. permit or exemption) to receive, treat or dispose of the waste.

The Drinking Water Inspectorate is undertaking a research programme to better understand the prevalence of TFA in drinking water sources across England and to assess treatment efficacy.

This work is being coordinated with colleagues in the Environment Agency (EA), DEFRA, and the Health and Safety Executive.

The EA continues to review the best available scientific evidence and has developed a methodology for analysis of TFA in environmental water to inform future priorities.

Future recommendations may include the need for further monitoring data and a revised regulatory approach.

Defra is aware of the proposed changes to Smithfield Market and is engaging with the City of London Corporation.

The City of London Corporation’s Court of Common Council on 26 November 2024 ratified a decision to end its interest in co-locating the wholesale food markets of Smithfield and Billingsgate to a new site at Dagenham Dock.

A private bill was deposited in Parliament on 27 November 2024, which would end the City of London Corporation’s responsibilities to operate a market at these sites.

While the Market will cease to trade at the Smithfield site, it is not closing. The City of London Corporation is working with tenants to help them re-locate, together, to purpose-built facilities within the M25 and ensure continuity of trade.

Defra has not undertaken an assessment of the impact of the closure on Scottish farmers and UK meat producers but notes the valuable research on this matter undertaken by the City of London Corporation. This independent food security study found that the relocation is unlikely to pose significant risks to food supply. The Department recognises the importance of Smithfield as a distribution hub for meat products across the UK and will continue to monitor the transition closely.

The Driver and Vehicle Licensing Agency’s (DVLA) online services currently adhere to Web Content Accessibility Guidelines (WCAG) 2.1 and work is underway to bring all services to WCAG 2.2 level AA status to attain full compliance with the most recent accessibility requirements. These are an internationally recognised set of recommendations to ensure services are accessible to everyone, including users with impairments to their, vision, hearing, mobility and/or thinking/understanding.

As part of service development, the DVLA tests services with users who have a wide range of accessibility needs and uses a digital inclusion scale to ensure testing covers of varying skill and confidence levels. Ahead of any new service being launched, a service assessment is also conducted by independent panel members.

While digital services are increasingly available, the DVLA recognises that not all customers can or want to access services online or via a mobile device. Customers can contact the DVLA by telephone, or in writing in these circumstances and paper application facilities continue to be available.

The DVLA also offers a variety of reasonable adjustments to support customers, ranging from simple adjustments such as providing correspondence on coloured paper or in large print, to providing a Video Relay Service for British Sign Language users who want to contact the DVLA via telephone.

The Driver and Vehicle Licensing Agency (DVLA) launched a new online medical services portal on 31 March. This allows the majority of customers to notify and apply online through the DVLA’s driver and vehicles account. In time, this will also allow customers to track their applications in a way they have not been able to previously. Details on how to sign up for an account can be found at www.gov.uk/driver-vehicles-account.

The new digital online medical services portal covers around 1,600 medical conditions. Further enhancements for customers applying for a provisional licence and those renewing at the age of 70 or over will be made later this summer.

The Driver and Vehicle Standards Agency (DVSA) will continue to review and improve the driving test booking system to make sure that learner drivers can book their test easily and efficiently.

Between 28 May and 23 July 2025, DVSA ran a public consultation on improving the rules for booking car driving tests. Views were sought from the driver training industry, learner drivers and other interested parties on changes which aim to prevent learner drivers from being exploited by those who resell tests at a higher price.

In line with the consultation principles, DVSA will aim to publish a summary of responses, including the next steps, which might include new legislation.

While the selling of tests for profit is not illegal, DVSA deploys enhanced bot protection to help stop automated systems from buying up tests unfairly, but these applications are constantly evolving and changing. DVSA continues looking for ways to ensure the safest and fairest way to book a driving test is for a legitimate candidate to use its services. DVSA has zero tolerance for those who exploit learner drivers and is committed to tackling the reselling of driving tests.

The Driver and Vehicle Standards Agency (DVSA) will continue to review and improve the driving test booking system to make sure that learner drivers can book their test easily and efficiently.

Between 28 May and 23 July 2025, DVSA ran a public consultation on improving the rules for booking car driving tests. Views were sought from the driver training industry, learner drivers and other interested parties on changes which aim to prevent learner drivers from being exploited by those who resell tests at a higher price.

In line with the consultation principles, DVSA will aim to publish a summary of responses, including the next steps, which might include new legislation.

While the selling of tests for profit is not illegal, DVSA deploys enhanced bot protection to help stop automated systems from buying up tests unfairly, but these applications are constantly evolving and changing. DVSA continues looking for ways to ensure the safest and fairest way to book a driving test is for a legitimate candidate to use its services. DVSA has zero tolerance for those who exploit learner drivers and is committed to tackling the reselling of driving tests.

The Driver and Vehicle Standards Agency’s (DVSA) main priority is upholding road safety standards while it works hard to reduce car practical driving test waiting times.

On the 23 April, the Secretary of State for Transport appeared before the Transport Select Committee and announced that DVSA will take further actions to reduce waiting times for all customers across Great Britain.

Further information on these actions and progress on the DVSA’s 7-point plan, which was set out last year, can be found on GOV.UK.