State Retirement Pensions: Telephone Services

(asked on 9th September 2021) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the (a) appropriateness of access rights to claimant information when third parties make alternative enquiry requests to the State Pension Claim phoneline and (b) adequacy of support available under those rules from third party organisations for claimants who are unable to make applications independently to the phoneline.


Answered by
Guy Opperman Portrait
Guy Opperman
Parliamentary Under-Secretary (Department for Transport)
This question was answered on 14th September 2021

The DWP Agents, Appointees, Attorneys, Deputies and third parties guide is used by staff to ensure that communications from customer representatives are processed in line with guidance. This includes the instances when State Pension claims are made by a customer’s official representative.

Official customer representatives can make enquiries to DWP via our helplines, as well as making written requests to the DWP Mail Opening Unit address, which is available online at GOV.UK

DWP also operates secure email links with Local Authorities in the instances when they act as Corporate Appointee to make a claim on behalf of a customer or to share information.

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