Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps his Department is taking to help reduce backlogs in the recovery from estate department.

The Department’s Recovery from Estates process does not begin from the date of death. Before recovery activity can commence, probate or letters of administration must generally be granted, and the Department must be notified of the estate administration details. Consequently, there can be a period between notification of a death and the point at which the Department is able to begin Recovery from Estates activity.

Recovery from Estates investigations can vary significantly in complexity depending on the circumstances of the case, the availability of evidence, and the time required to obtain and review historical financial information. The Department seeks to progress cases as efficiently as possible while ensuring that all necessary enquiries are completed.

The Department has taken a number of steps to improve timeliness and customer service within the Recovery from Estates process. These include increasing resource within the service and continuing to provide training and upskilling opportunities to develop staff capability. In addition, a dedicated telephony function has been established to handle customer enquiries. This enables other staff to focus on case processing activities, helping to increase operational capacity and support the timely progression of investigations.