Question to the Department for Work and Pensions:

To ask His Majesty's Government why some benefits applied for via an online application form still receive a reply by post.

DWP is committed to expanding its digital services enabling more customers to engage with us online. Although some benefits, such as Universal Credit, can be claimed online and any further communications can also be conducted digitally through the use of the customer journal, applying online does not automatically mean all subsequent communications will be digital.

DWP operates a multi-channel approach to ensure customers receive important information in a way that is accessible, secure and inclusive. In some cases, letters remain the formal method for notifying customers of a decision or providing information about their award and appeal rights. Postal notifications also support legal, policy and accessibility requirements for certain decisions and customer groups.

Our approach is to expand digital services while maintaining alternative channels so that no customer is excluded. We also remain committed to ensuring that customers have a choice of those alternative channels.