✅ What advisers should know – claimant impact (DWP Follow‑up)
Sixtieth Report of Session 2024-26
Response to Select Committee report on service performance
Why this matters for claimants
- Ongoing delays remain an issue
DWP accepts that service backlogs and processing delays have affected claimants and says improvements are still in progress. Advisers should continue to anticipate delays in decisions and payments, particularly in high‑volume benefits, and support clients with interim hardship options where needed. - Decision quality is still under scrutiny
While DWP states it is improving training and quality assurance, it acknowledges past shortcomings. Advisers should remain alert to poorly reasoned or incomplete decisions and be prepared to challenge errors through reconsiderations and appeals. - Learning from complaints and appeals—but slowly
DWP says it is using complaints, reviews and appeal outcomes to improve services. In practice, this means advisers’ challenges and tribunal outcomes continue to play an important role in driving change, even if systemic improvements take time to reach the frontline. - Greater focus promised for vulnerable claimants
The Department reiterates its commitment to better identifying and supporting vulnerable people. Advisers should clearly evidence vulnerability (health, disability, mental distress, safeguarding risks) as DWP expects this to inform handling and support, even though delivery may be inconsistent. - No major structural reform planned
The Government’s response makes clear that DWP is relying on operational fixes rather than new systems or rules. Advisers should plan on continued pressure points in the system and the ongoing need for proactive advocacy on behalf of claimants.
Bottom line:
Improvements are promised, but advisers should expect continued variability in service quality and remain prepared to challenge decisions, escalate complaints, and support vulnerable clients assertively.