Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what support is available for claimants unable to complete her Department's forms.

The Department is committed to pursuing a just, equal and inclusive society, ensuring independence and control for all customers, including all disabled people and those with complex needs. This means we need to ensure that our customers have access to reasonable adjustments or additional support, to enable them to access benefits and our services.

If a customer is unable to manage their own affairs, an appointee may be appropriate. For customers without an appointee, and unable to complete forms through other channels, the DWP Visiting service can conduct home visits to provide support. Some benefits also offer a telephony option.

Universal Credit customers can access the UC Helpline or the Help to Claim Universal Credit service, offered by the Citizens Advice Bureau. Support is also offered within our Jobcentres.

We aim to provide a tailored service, producing forms in alternative formats such as Braille, large print, coloured paper, as well as screen-readable formats such as word and web-accessible PDF. The Department’s forms are designed to be accessible for people who use assistive technology. Our online PDFs are compliant with Work Content Accessibility Guidelines (WCAG) 2.1 accessible standards and claim form design and standards are regularly tested to ensure they continue to meet user needs.