Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps his Department has taken to ensure that it communicates with deafblind people in accessible ways, including information about preferred means of communication and sending information in the formats requested by deafblind claimants.

DWP provides support to all claimants and customers who have specific communication needs in order to allow them full access to our services. DWP can provide British Sign Language (BSL) interpreters or other communicator support, which includes Deafblind Communicators, to customers or claimants who are deaf, hard of hearing or speech impaired. The Department’s staff also undertake diversity and equality learning to raise awareness and help them understand the issues faced by disabled claimants, including those who are deaf or hearing impaired, and provide individual support as required.

Requests for information to be provided in an alternative format are tailored to the personal needs of the individual and will depend on which benefit is being claimed or which service is being used. The support offered by DWP includes a variety of communication methods: face to face contact on our premises; home visits; telephony; online services; and written communications in alternative formats such as braille. DWP staff can also communicate by e-mail or through a claimant’s representative or intermediary. A request for an alternative format from an individual will be detailed on the customer’s record of the appropriate benefit system to ensure requests are carried out.

This Department is committed to continuously improving claimant access to benefits and services. DWP officials are currently reviewing the processes we have in place for providing information in alternative formats to see what improvements can be made.