Asked by: Vicky Foxcroft (Labour - Lewisham, Deptford)
Question
To ask the Minister for Women and Equalities, how many enquiries the Equality Advisory and Support Service has responded to in each of the last five years.
Answered by Stuart Andrew - Parliamentary Under Secretary of State (Department for Culture, Media and Sport)
We do not routinely collect this information. The member may wish to ask EASS for it directly. However, it may be of interest for the Member to note that the EASS receives around 3,000 calls per month and has a stringent Key Performance Indicator that requires operators to answer 85% of all calls within 30 seconds. That target is routinely met. In a recent customer satisfaction survey nearly 90% of respondents were ‘Satisfied’ or higher with the service that they received.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, with reference to paragraph 5.57, page 74 of the Spring Budget 2024, what steps he plans to take to increase system capacity for the purposes of reducing the time taken to process disability claims.
Answered by Mims Davies - Minister of State (Department for Work and Pensions)
We are committed to ensuring that people can access financial support through PIP in a timely manner and reducing customer journey times for PIP claimants is a priority for the Department. We always aim to make an award decision as quickly as possible, taking into account the need to review all available evidence. There are no clearing targets for PIP.
Following an increase in new claims and end-to-end PIP clearance times after the Covid pandemic, we have taken steps to reduce and stabilise customer journey times for PIP claimants. The latest statistics show that the average clearance time for new claims is 15 weeks end-to-end, a significant decrease from 26 weeks in August 2021.
We are addressing the increase in new claims and award reviews by increasing provider and case manager capacity and using a blend of assessment channels to deliver a more efficient and user-centred service. We are prioritising new claims, whilst safeguarding claimants awaiting award reviews, aiming to make a decision as quickly as possible.
The measure announced in the Budget will provide additional funding to support the processing of increased volumes of disability benefit claims. This will help to ensure that waiting times remain low and that claimants receive the appropriate level of support in a timely manner.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what (a) strategies, (b) resources and (c) procedural enhancements he plans to employ to ensure PIP clearing targets are met.
Answered by Mims Davies - Minister of State (Department for Work and Pensions)
We are committed to ensuring that people can access financial support through PIP in a timely manner and reducing customer journey times for PIP claimants is a priority for the Department. We always aim to make an award decision as quickly as possible, taking into account the need to review all available evidence. There are no clearing targets for PIP.
Following an increase in new claims and end-to-end PIP clearance times after the Covid pandemic, we have taken steps to reduce and stabilise customer journey times for PIP claimants. The latest statistics show that the average clearance time for new claims is 15 weeks end-to-end, a significant decrease from 26 weeks in August 2021.
We are addressing the increase in new claims and award reviews by increasing provider and case manager capacity and using a blend of assessment channels to deliver a more efficient and user-centred service. We are prioritising new claims, whilst safeguarding claimants awaiting award reviews, aiming to make a decision as quickly as possible.
The measure announced in the Budget will provide additional funding to support the processing of increased volumes of disability benefit claims. This will help to ensure that waiting times remain low and that claimants receive the appropriate level of support in a timely manner.
Asked by: Ian Lavery (Labour - Wansbeck)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if he will make an assessment of the potential merits of (a) allowing people that are moving from legacy benefits to Universal Credit to use a countersignature as proof of ID and (b) opening Job Centres on (i) evenings and (ii) weekends for people who are in full-time employment.
Answered by Jo Churchill - Minister of State (Department for Work and Pensions)
Countersignatures or vouching can be used to verify an identity as an exception where the customer does not have any other method to prove who they are. This method is more time consuming for both the customer and agent and we have found that the majority of our customers can meet the identify verification criteria.
A number of our Jobcentres across the network already offer a Saturday service. We do not offer evening appointments, but it is important to emphasise that we have a number of different mechanisms through which customers can access our services; for example, through our Universal Credit (UC) system which is a digital platform where customers can leave messages on their journal to update UC agents on their current circumstances. A number of our service lines also offer telephony services into the evening.
Asked by: Jonathan Edwards (Independent - Carmarthen East and Dinefwr)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, whether she has had discussions with Ofgem to ensure that heat pump installation companies under the Energy Company Obligation scheme provide (a) a suitable service for customers to assist with problems and (b) provide advice on the optimal use of the new heating system.
Answered by Amanda Solloway - Government Whip, Lord Commissioner of HM Treasury
All installations under the Energy Company Obligation scheme must be carried out by a TrustMark registered business. Installations of low carbon measures, such as heat pumps, must be carried out in accordance with the Microgeneration Certification Scheme (MCS) requirements.
TrustMark’s Customer Charter sets out the responsibilities of any TrustMark registered installer which includes the registered business ensuring there is a proper testing and hand-over process to ensure the customer knows how installations work and should be maintained.
Ofgem has set out a route to redress for any issues arising from measures installed under the scheme, which can be found at: www.ofgem.gov.uk/eco4-complaints-process.
Asked by: Wendy Chamberlain (Liberal Democrat - North East Fife)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if his Department will take steps to ensure that information on how to challenge decisions is available through the Child Maintenance Service portal.
Answered by Paul Maynard - Parliamentary Under-Secretary (Department for Work and Pensions)
Significant improvements have been made to the online service ‘My Child Maintenance Case’ allowing Child Maintenance Service customers to digitally report a large range of changes that impact their case.
If a customer believes the Child Maintenance Service have made the wrong decision about how much child maintenance must be paid or received, they can ask the Child Maintenance Service to look at the decision again under their mandatory reconsideration process.
Information on how to request a mandatory reconsideration is included within any decision notification. Further information is also available on gov.uk. Child Maintenance Service: What child maintenance is - GOV.UK (www.gov.uk) & Challenge a benefit decision (mandatory reconsideration): Eligibility - GOV.UK (www.gov.uk).
A dispute or a mandatory reconsideration cannot currently be reported online. However, following a decision being made, if a parent raises a linked change via My Child Maintenance Case within 32 days of the original decision, this will automatically be considered as a mandatory reconsideration request. For example, a parent raises a shared care change on My Child Maintenance Case within 32 days of a shared care decision being made, the Child Maintenance Service will look at the original decision under a mandatory reconsideration.
Plans are in place to improve the information provided to child maintenance customers. This will provide a clear digital route to guide customers on how to challenge a decision through My Child Maintenance Case. These changes are being looked at in 2024/25.
Asked by: Andrew Rosindell (Conservative - Romford)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to help fill job vacancies in Romford constituency.
Answered by Jo Churchill - Minister of State (Department for Work and Pensions)
In the constituency and across the London Borough of Havering, the local Romford Jobcentre team are supporting residents into work and helping those in work to progress to higher paid jobs. We are working with local and national employers to help fill vacancies quickly, delivering Sector-Based Work Academy Programmes (SWAPs), recruitment days, Job Fairs, and work trials.
The weekly job club in Romford Jobcentre provides support on CV preparation, job applications and interview techniques, along with information sessions on a range of subjects to help customers into work, including information about different employment sectors, advice on childcare, support for those with additional health needs and motivational sessions.
The Jobcentre provides a bespoke service to employers, to match and screen candidates, and offers regular Job Fairs focussed on specific sectors and customer groups, with recent events to coincide with older workers week and national apprenticeship week. The team are also working with the London Borough of Havering to develop local support.
In partnership with the College of North East London we have recently offered SWAPs for local customers to gain skills and enhance their applications for the Logistics and Warehouse sectors. Care Provider Voices deliver a range of adult social care opportunities, with Springboard offering opportunities in the hospitality sector.
Asked by: Jonathan Ashworth (Labour (Co-op) - Leicester South)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, how much the Government has spent on the GOV.UK One Login customer support centre in the 2023-24 financial year, as of 26 March 2024.
Answered by Alex Burghart - Parliamentary Secretary (Cabinet Office)
GOV.UK One Login’s customer support centre went live on 31 October 2023. The Government Digital Service has, as of 26 March 2024, spent £926,443 to set up and operate this contact centre.
The public expects quick, secure and user-friendly access to government services. Previously, UK citizens and residents needed to grapple with multiple sign-in methods and identity verification routes when using government services online.
GOV.UK One Login is replacing these duplicative systems across government with a single account and identity checking system. This will make it easier for users to access the services they need, reduce costs to government, and provide stronger protections against fraud.
Asked by: Baroness Hayter of Kentish Town (Labour - Life peer)
Question to the Home Office:
To ask His Majesty's Government how many complaints to Border Force are not answered within the service standard of 20 days.
Answered by Lord Sharpe of Epsom - Parliamentary Under-Secretary (Home Office)
The latest transparency data showing performance against service standards in relation to replies to customer complaints for UKVI, Immigration Enforcement and Border Force is available at the following: Customer service operations data: Q3 2023 - GOV.UK (www.gov.uk).
Asked by: Lord Taylor of Warwick (Non-affiliated - Life peer)
Question to the HM Treasury:
To ask His Majesty's Government, following the publication of the draft Payment Services (Amendment) Regulations 2024, what steps they are taking to introduce legal safeguards to protect consumer rights and ensure transparency in the process of delaying payments for further investigation.
Answered by Baroness Vere of Norbiton - Parliamentary Secretary (HM Treasury)
The government takes the issue of fraud very seriously and is dedicated to protecting the public from this devastating crime.
The government has published draft legislation that allows the sending of payments to be delayed where there are reasonable grounds to suspect fraud or dishonesty, and more time is needed to contact the customer or relevant third parties.
Subject to some exceptions to ensure Payment Service Providers (PSPs) meet other legal obligations, for example around tackling financial crime, PSPs will be obliged to inform the customer, set out the reasoning behind a delay, and what information or actions are needed to enable the PSP to decide whether to execute the payment.
The government intends to introduce this legislation in summer 2024 and, subject to Parliamentary approval, for it to come into force on 7 October 2024.