Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what procedures apply where a claimant’s email address is recorded by the DWP but a contractor acting on behalf of the DWP is unable to verify or use that email address.

Assessment suppliers are only allowed to use email as a method of communication when it has been agreed by DWP as a reasonable adjustment. Where a contractor acting on behalf of the Department receives notification that an email to a claimant has not been delivered, they will check that the email address held is correct. If necessary, the email will be resent using the correct address. Where the address is confirmed as correct and delivery remains unsuccessful, the contractor will contact the Department to investigate further. Suppliers will also try other methods of communication available to them to establish contact with the customer, if possible.