Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps his Department is taking to make it easier for people who cannot use the telephone to communicate changes in their circumstances online.

We understand that not everyone can use the telephone to communicate with us and we are committed to making our services more accessible, inclusive and responsive to customer needs.

We already offer alternative channels for several services. We’ve successfully launched the ability for customers to request Proof of Benefit evidence online, available 24/7 and used by thousands to access key services without needing to call.

We are continually developing our service, informed by customer needs, to include the capability for customers to communicate changes in their circumstances. The service is being designed as a multi-channel service, enabling people to engage with us through their preferred means.

These improvements are being delivered incrementally, guided by user feedback and inclusive design principles, to ensure our services work for everyone.