Oral Answers to Questions

Vikki Slade Excerpts

Monday 27th April 2026 Commons Chamber

[Torsten Bell]

We have debated this issue quite extensively in recent weeks, and the House will have another chance to do so later today. As I have set out during our debates, representatives of the industry itself have said that it is in the interests of savers to invest in a wider range of assets. That reflects lessons from across the industry—from open defined-benefit schemes, but also from those in the rest of the world, where the lack of exposure of the UK’s defined-contribution schemes to that wider range of assets makes it stand out. We have introduced a reserve measure to backstop the changes that the industry says are needed to solve a collective action problem. I will not try the patience of the House by repeating them now, but the aim is to ensure that savers do not lose out. We have also put in place significant protections relating to an affirmative vote, as well as the savers’ interest tests that enable pension schemes to spell out what is in the interests of their members.

[Vikki Slade (Mid Dorset and North Poole) (LD)]

2. What steps he is taking to improve his Department’s response times.

[The Parliamentary Under-Secretary of State for Work and Pensions (Andrew Western)]

Our annual report and accounts 2024-25 states that, in that year, we answered some 43 million calls—up from 37 million in the previous year. Our call-answering rate increased to 86%, and the average answering time improved by one minute and 12 seconds. However, we do of course want to make further improvements where we can. We have continued to prioritise the service by focusing extra resources, and are currently making a systematic effort to clear agent work queues to free up capacity. We hope to see that progress lead to further improvements very soon.

[Vikki Slade]

I am glad that the call answering has speeded up, but, like those of many other Members, my office is constantly dealing with very long delays on the part of the DWP. Back in September 2024, my constituent Jackie appealed against a personal independence payment assessment for her husband, who died a couple of months later. In January, she received a letter saying that she had been overpaid by £7,000. I became involved in the middle of last year, when it was established that the figure was £75. The DWP confirmed that in January, but in April—so we are now nearly two years on—my constituent received a letter saying that she now owed £4,086. Given the radical plans to cut civil service numbers, what steps will the Secretary of State and his team take to deliver a better service in order to ensure that constituents such as Jackie do not suffer emotional or financial distress?

[Andrew Western]

I would be happy to look into that case if the hon. Lady writes to me. I am sorry if she feels that her constituent has been let down. We are taking additional steps—beyond those relating to call handling—to look at responsiveness more broadly. I apologise: it was not clear from the wording of her original question that she was referring to correspondence as well as telephony.