Department for Work and Pensions

“The department is reviewing the Making Large Payments guidance within Working Age, with a view to mandating that any calls made, and any agreements reached, be recorded on the DWP systems, and that any related documents are stored in the digital repository.”

“like. Plans to finalise and launch this improved additional support tab are a priority for the UC design team. User research is now being undertaken with UC customers to gather feedback to shape future amendments to the additional support tab. A campaign to promote awareness and understanding of the additional support tab amongst UC colleagues is planned for the second half of 2024. This campaign will include upskilling on refreshed guidance and training sessions for colleagues on the additional support”

“Collecting personal data from claimants is an essential part of any benefit claim, but DWP strives to make the process as straightforward as possible for its customers. Mr [name redacted] claimed Universal Credit ("UC"), a benefit that DWP has developed primarily as an online service.”

“From 1 April 2021 all new entrants handling PIP and Employment Support Allowance ("ESA";”

“issued internal communications to all staff working on PIP and ESA early in March 2021 to reinforce the importance of recording notes on the appropriate computer systems and remind them that all colleagues are required to ensure that notes: a. are made following all interactions with customers or third parties where an accurate record of it is needed, and b. are an accurate and factual account of the conversation, including both any action agreed or taken, and the full reasons for decisions made”

“also plan to add a new section, about recording notes on the PIP computer system, to the instructions that colleagues working on PIP claims use for guidance. We expect both of these actions to be completed by the end of Summer 2021.”

“Quality checkers will now deem only notes that meet the standards outlined in the best-practice guides to have complied with ESA processes”

“From July 2019 we began rolling out further training, on mental health, behaviour and relationships. This enables colleagues to recognise the effect of their personal impact on people with mental health conditions, and to respond appropriately to unexpected customer behaviour and identify a claimant's ability to proceed with a call or a face-to-face meeting”