Support for Mortgage Interest

(asked on 28th February 2018) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what estimate her Department has made of the effectiveness of Serco in informing Support for Mortgage Interest recipients about the transition to loans; what estimate her Department has made of the number of people not yet informed on that transition; and what representations her Department has received on the adequacy of the service provided by Serco in providing comprehensive information on that transition.


Answered by
Kit Malthouse Portrait
Kit Malthouse
This question was answered on 5th March 2018

Serco have contacted approximately 95% of existing SMI claimants. The remaining 5% of cases we have so far been unable to refer to Serco for a variety of reasons, such as the need to obtain a telephone number for the claimant. The majority of this group has however been asked to provide the information required, and the reason it is needed including the change of SMI from a benefit to a loan. Serco have met all of the service levels included in the contract and we have received a minimal number of complaints about the service.

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