Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 16 March 2021 to Question 166490 on Social Security Benefits: Disability, what additional support her Department offers to people to ensure that their access needs are met.

It is recognised that there are occasions when reasonable adjustments need to be offered and put into place to support customers.

In addition to services being available online, the facility for customers to make new claims by phone is available, face to face support in Jobcentres which can include the use of hearing loops and private rooms dependent upon the specific access needs of the customer.

For face to face interviews, staff will work with the customer to find the right environment to meet with the customer, and where required translation services such as British Sign Language that will be arranged.

Appointees can be nominated for customers who are unable to manage their claims independently, and can be either personal or corporate appointees. We will offer a home visit if the customer’s access need cannot be met after all other reasonable adjustments have been explored and deemed unsuitable.

If the adjustment required relates to the provision of information, in practical terms this means putting contact arrangements in place via alternative channels e.g. email or providing forms and letters in accessible formats.