Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what progress her Department has made on implementing the decisions made at the Serious Case Panel meeting of 2 July 2020 on the Customer Dissatisfaction workstream.

The Department will be reporting on the implementation of the recommendations agreed by the Serious Case Panel in this year’s Annual Report and Accounts. The Panel continues to consider the serious issues arising from cases and other insight that affect the DWP customer experience. The Serious Case Panel has now met four times and is due to meet again this month. The Panel has made great progress over the last year, already making changes to the way in which we support our most vulnerable customers. We will continue to publish the minutes following each meeting of the Panel on gov.uk.