Department for Work and Pensions: Telephone Services

(asked on 4th December 2018) - View Source
Questioner
Margaret Greenwood Portrait
Margaret Greenwood
(Labour - Wirral West)

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, whether her Department has contracts with external companies to provide call centre staff to advise social security claimants who contact DWP helplines.

Answered by
Justin Tomlinson Portrait
Justin Tomlinson
This question was answered on 10th December 2018

The department has several contracts with external companies to answer calls from social security claimants across a range of DWP helplines.

Details as follows:

Supplier

Contract

Brief Description

Serco

PIP

For customers wishing to make a claim for PIP

UC

For customers requiring an appointment for their UC claim

Warm Home Discount

For Pension Credit customers requiring help with fuel bills

Package B

  • Carers Allowance – for customers wanting a claim pack
  • DLA/AA – for customers wanting a claim pack
  • National Benefit Fraud Helpline – taking details from citizens wanting to report suspected fraud activity
  • NINO appointments - making an appointment for NINO applicants
  • Jobcentre Enquiry Line – for customers wishing to contact a Jobcentre

Support for Mortgage Interest

For customers requiring an Informed Discussion about help with mortgage interest

G4S

CMG Options

For separating parents requiring advice about maintenance options

Package A

  • Pension Credit claims – for customers wishing to claim Pension Credit
  • Pension Credit Enquiries – for customers enquiring about their Pension Credit claim
  • State Pension Enquiries – for customers enquiring about their State Pension claim
  • Winter Fuel Enquiry Line – for customers enquiring about Winter Fuel payments
  • Jobseekers Allowance (JSA) New Claims – for customers wishing to claim JSA
  • Jobseekers Allowance Online (JSAOL) – appointment booking for customers applying for JSA online

Teleperformance

Pension Wise

First point of contact for customers requiring a Pension Wise appointment

Reticulating Splines