Asked by: Martin Wrigley (Liberal Democrat - Newton Abbot)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if she will take steps to improve the MP hotlines for Members staff.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department recently streamlined the MP hotline service for Universal Credit, by consolidating multiple telephone numbers into a single national contact number.
Asked by: Nigel Huddleston (Conservative - Droitwich and Evesham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to improve Child Maintenance Service response times.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Through the Service Modernisation and Digital Transformation Programmes, the Child Maintenance Service (CMS) has made significant improvements to our service to improve response times.
The introduction of online services including ‘Child Maintenance Calculator’, ‘Get Help Arranging Child Maintenance’, ‘Apply for Child Maintenance, ‘Respond to Child Maintenance Application’ and ‘My Child Maintenance Case’ has significantly increased functionality and efficiency for our customers who have access to our online services 24/7 to:
Through My Child Maintenance Case’ the customer now has the ability to process simple changes without the need for caseworker intervention, automatically speeding up the time taken to complete a change which has improved customer outcomes. These changes are a fundamental step towards the CMS modernisation goal of evolving our service to be online and quicker.
Although online communication is the preferred option, the CMS fully recognises digital is not suitable for all customers. We have freed up resources to deliver a more responsive service which allows caseworkers more time to better assist customers who need to reach out to us via telephone. We have taken steps to make call routing more efficient, resulting in a higher volume of calls being allocated to case-owning teams, supporting customers to receive a more responsive service.
Furthermore, we have taken timely action to review, evaluate, and enhance tools and training material to support staff. We have improved training for new entrant colleagues and caseworkers and upgraded our Operational Instructions with around 90% transformed into Smart Instructions, making them easier and quicker for caseworkers to understand and use.
Through greater use of SMS text and email and an extensive review of letters, making them easier for customers to understand, we can contact customers quicker.
As a result, the use of online services by customers has significantly increased, with more changes being processed quicker, call volumes have reduced and calls received are routed efficiently to caseworker teams who have access to enhanced Operational Instructions, SMS text and email, improving the CMS response times and delivering a quality service to our customers.
CMS is committed to continuous improvement. In July 2025, the CMS launched Customer Connect for income related changes: this new service enables caseworkers to instigate online conversations with customers to proactively gather information and administer their child maintenance case more efficiently. Customer Connect will be expanded to include other types of changes through a phased process. Customers who cannot digitally self-serve will continue to be contacted by phone or letter.
Additionally, as the demand for the service is increasing CMS continuously review our resources to get the greatest value for money and deliver the best service to our customers. We review our overall resource supply twice yearly and take appropriate steps to ensure that staffing levels meet demands and maintain our expected service levels. We have an ongoing recruitment campaign for 2025; this will ensure CMS is resourced to meet current and future forecasted service demand.
The CMS are committed to modernising and improving our service. We will continue to review, evaluate, and enhance our service to meet demand and deliver an efficient customer service. We regularly gather feedback from customers and stakeholders through the Customer Experience Survey; this insight is used to inform ways to improve our service.
Commencement of any additional activity as part of the Service Modernisation Programme will be informed by the value to our customers and the cost to the Department.
Asked by: Angus MacDonald (Liberal Democrat - Inverness, Skye and West Ross-shire)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to make reasonable adjustments for people with complex learning difficulties to complete Universal Credit applications.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department is committed to ensuring that Universal Credit is accessible to all, including individuals with complex learning difficulties. We recognise that some claimants may require additional support to make and maintain their claim. A range of reasonable adjustments and tailored support is available, including:
These measures are part of our broader commitment to equality and inclusion, ensuring that no one is disadvantaged in accessing the support they are entitled to. Where individuals cannot manage their own affairs sufficiently, DWP allows an appointee to undertake actions on the claimant’s behalf.
A range of reasonable adjustments are embedded across the UC service, supported by recent enhancements to improve visibility, responsiveness, and operational delivery.
Asked by: Angus MacDonald (Liberal Democrat - Inverness, Skye and West Ross-shire)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to make reasonable adjustments for people with dyslexia to complete Universal Credit applications.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department is committed to ensuring that Universal Credit is accessible to all claimants, including those with dyslexia.
We recognise that some individuals may require reasonable adjustments to complete their Universal Credit application. A range of support is available to help claimants with additional needs:
Third party Support: The claimant can give explicit consent for Universal Credit to speak with a third party to help with the management of a claim. The Department continues to review and improve the Universal Credit service to ensure it is inclusive and responsive to the needs of all users. We are committed to making reasonable adjustments where required, in line with our duties under the Equality Act 2010.
Asked by: Elsie Blundell (Labour - Heywood and Middleton North)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure improved service from the Child Maintenance Service.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
As more customers apply to the Child Maintenance Service (CMS) the demand for our service is increasing. To allow us to meet this demand and provide an efficient service we continuously look at the resources we have and where we should focus our efforts to get the greatest value for money and deliver the best service to our customers.
We review our overall resource supply regularly and take appropriate steps to ensure that staffing levels meet current demands. We have an ongoing recruitment campaign for 2025 which will ensure CMS is resourced to meet current and future forecasted demand.
Through extensive modernisation to both telephony and digital channels, and by promoting self-service online, the CMS are ensuring customers have greater choice of how and when they contact us. Our service improvements allow customers to use the most appropriate and efficient contact method to quickly resolve their queries and reduce demand on our services.
Improvements to our digital service allow us to process simple actions automatically, speeding up the time taken to make a change. Through efficient call routing, we have freed up resources to deliver a more responsive service and allow caseworkers more time to better assist customers who need to reach out to us via telephone. We have improved all forms of communication, including greater use of SMS and email as well as improving letter content. Furthermore, we have taken timely action to further train, support and redeploy resource within CMS to where it is needed most.
The CMS continually reviews the service it provides by regularly gathering feedback from customers. The Customer Experience Survey is a way in which the Department interacts with customers to understand their experience. Through regular insight used to inform ways to improve our service and the ongoing review of resources, the CMS strives to ensure we have the capability to deliver the best service which is accessible to all parents within our growing caseload.
Asked by: Elsie Blundell (Labour - Heywood and Middleton North)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether she plans to increase resourcing for the Child Maintenance Service.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
As more customers apply to the Child Maintenance Service (CMS) the demand for our service is increasing. To allow us to meet this demand and provide an efficient service we continuously look at the resources we have and where we should focus our efforts to get the greatest value for money and deliver the best service to our customers.
We review our overall resource supply regularly and take appropriate steps to ensure that staffing levels meet current demands. We have an ongoing recruitment campaign for 2025 which will ensure CMS is resourced to meet current and future forecasted demand.
Through extensive modernisation to both telephony and digital channels, and by promoting self-service online, the CMS are ensuring customers have greater choice of how and when they contact us. Our service improvements allow customers to use the most appropriate and efficient contact method to quickly resolve their queries and reduce demand on our services.
Improvements to our digital service allow us to process simple actions automatically, speeding up the time taken to make a change. Through efficient call routing, we have freed up resources to deliver a more responsive service and allow caseworkers more time to better assist customers who need to reach out to us via telephone. We have improved all forms of communication, including greater use of SMS and email as well as improving letter content. Furthermore, we have taken timely action to further train, support and redeploy resource within CMS to where it is needed most.
The CMS continually reviews the service it provides by regularly gathering feedback from customers. The Customer Experience Survey is a way in which the Department interacts with customers to understand their experience. Through regular insight used to inform ways to improve our service and the ongoing review of resources, the CMS strives to ensure we have the capability to deliver the best service which is accessible to all parents within our growing caseload.
Asked by: Imran Hussain (Labour - Bradford East)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what recent assessment her Department has made of the implications for its policies of trends in the level of take-up of benefits by pensioners; and what steps her Department is taking to ensure that eligible older people are (a) aware of and (b) able to access their entitlements.
Answered by Torsten Bell - Parliamentary Secretary (HM Treasury)
The Government wants all pensioners to get the support to which they are entitled. That is why we have been running the biggest ever Pension Credit take-up campaign. The campaign included adverts on television, radio, social media such as Facebook and Instagram, on YouTube, on advertising screens, including on GP and Post Office screens as well as in the press.
Our drive to increase Pension Credit take up has successfully boosted applications. The latest applications and awards statistics were published on 29 May and are available at: Pension Credit applications and awards: May 2025. The statistics show that the Department received over 285,000 applications since 29 July 2024 and made almost 60,000 extra awards on the comparable period the previous year.
The latest phase of the Pension Credit campaign which started on 29 May will run for six weeks with promotion across print, radio and social media. Targeted promotional messaging is also planned for Carers Week (9th – 15th June).
Since February, the Department has been writing to all pensioners who make a new claim for Housing Benefit and who appear to be entitled to Pension Credit – directly targeting this group and encouraging them to make a claim.
For State Pensions, the Department writes to customers about four months prior to their State Pension age, inviting a claim to State Pension. The letter signposts the customer to claim online – which is the quickest and easiest way to claim. It also includes the telephone number so customers can also claim over the telephone or request a paper claim form.
Claims for Attendance Allowance are primarily made by post. Customers can print the claim form or contact the freephone Attendance Allowance helpline to request a claim form. A claim can also be made online at: www.gov.uk/attendance-allowance/how-to-claim. The Department is currently testing this new digital claim process as a part of its wider service modernisation plans with the aim of providing a streamlined alternative in addition to the current paper application form.
Information and advice about pensioner benefits and entitlements may be available from a range of outlets including Jobcentre Plus offices, DWP and other helplines, Gov.uk and other internet sites, local authorities, Citizens Advice and welfare benefit offices, Social Services, voluntary organisations, such as, Age UK and MacMillan, public libraries, health clinics, doctors' surgeries and health visitors.
Asked by: Stephen Gethins (Scottish National Party - Arbroath and Broughty Ferry)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce waiting times for the Child Maintenance Service phone line.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service are committed to delivering the best possible service to all customers within our growing caseload. We continuously monitor telephony performance and through this fully recognise that call waiting times are at times longer than we would like. To address this, we are working to improve the efficiency of our customer interactions through both the telephone and digital channels.
In September 2024, we introduced the Digital Assist Telephony Service, which has been a significant step forward in our mission to support and encourage customers to use our online services. In October, we restructured our call routing to make more caseworkers available to answer telephone calls. By promoting self-service options online and efficient call routing, we have freed up valuable resources to deliver a more responsive service and allow caseworkers more time to better assist customers who need to reach out to us via telephone. Additionally, we have extended the telephony service to 6pm on weekdays to meet demand and our online services are available to all customers 24/7. As a result, call volumes are reducing, and improved customer service being delivered through the combination of telephone and digital channels.
The Department publishes quarterly statistics for the Child Maintenance Service and the latest statistics are currently available to December 2024. Table 12 of the latest National tables shows the percentage of calls to the CMS that were answered each quarter, from January 2015 to December 2024.
Latest published quarterly telephony performance for the period Oct to December 2024 was 75% for Percentage of calls answered.
We will continue to review, evaluate, and enhance our telephony service to meet demand and deliver a quality customer service.
Asked by: Nick Timothy (Conservative - West Suffolk)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what was the Child Maintenance Service helpline's performance in responding to phone calls against its service level standards.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service are committed to delivering the best possible service to all customers. We continuously monitor telephony performance and through this fully recognise that call waiting times are at times longer than we would like. To address this, we are working extensively to improve the efficiency of our customer interactions through both telephone and digital channels. We introduced the Digital Assist Telephony Service September 2024, which has been a significant step forward in our mission to support and encourage customers to use our online services. We restructured our call routing October 2024 to make more caseworkers available to answer telephone calls. By promoting self-service options online and efficient call routing, we have freed up valuable resources to deliver a more responsive service and allow caseworkers more time to better assist customers who need to reach out to us via telephone. Additionally, we have extended the telephony service to 6pm on weekdays to meet demand. and our online services are available to all customers 24/7. The Department publishes quarterly statistics for the Child Maintenance Service and the latest statistics are currently available to December 2024. Table 12 of the latest National tables shows the percentage of calls to the CMS that were answered each quarter, from January 2015 to December 2024. Latest published quarterly telephony performance for the period Oct to December 2024 was 75% for Percentage of calls answered. |
Asked by: Llinos Medi (Plaid Cymru - Ynys Môn)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if she will make an assessment of the potential impact of closing the Holyhead PIP Assessment Centre on sick and disabled people in Ynys Môn.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department for Work and Pensions (DWP) closed the Holyhead Personal Independence Payment (PIP) Assessment Centre (AC) as part of the Functional Assessment Services (FAS) strategy to bring together all functional health assessment services in a geographical area under one supplier. Consolidating the Holyhead PIP AC into the Work Capability Assessment & Specialist Benefit site in Bangor ensures that all health benefits will be assessed in the same building; this contributes to an easier customer experience when applying for multiple health benefits.
DWP is committed to ensuring that everyone can access our services without facing any disadvantages. We have various measures in place to make sure our assessments are accessible to all, in accordance with the Equality Act 2010. DWP meets legal accessibility requirements by ensuring our services are accessible to everyone.
We consider the specific needs of individuals who require a particular assessment method due to their health condition or circumstances. At every stage of the claim process, individuals are asked to inform us of any mobility restrictions. If the assessment provider is made aware of these restrictions, they will consider arranging the most appropriate assessment channel.
As part of the FAS process, we first consider the feasibility of a paper-based assessment. If a paper-based review isn't possible, individuals will be invited to an assessment.
If a customer requires a face-to-face assessment and the journey time to the assessment centre exceeds 90 minutes, individuals may be directed to an alternative centre within the 90-minute travel time if one is available. This ensures that claimants travel no more than 90 minutes (one way) by public transport to their assessments. This 90-minute figure is the maximum, and in most cases, travel time will be much shorter. If travel time exceeds 90 minutes by public transport, we can utilise alternative channels, such as using telephone, video, or home assessments, or assisting with travel costs for taxis.