PARLIAMENTARY DEBATE
Veterans’ Welfare - 13 March 2023 (Commons/Commons Chamber)

I look forward to the outcome of the review of welfare services, which was cited earlier. In the meantime, the Ministry of Defence is investing more than £40 million in digitising old paper-based practices, improving processes and creating a single entry point for pensions and compensation by the end of 2024. We have successfully launched a new digital claims service for compensation and pension schemes, making it easier for our people to process their claims. Over time, this will make a very big difference.

The Minister says the review is under way. Of course, a review is already under way on the armed forces compensation scheme, with its initial findings stating that the processes are burdensome and even distressing for claimants, which is especially concerning as there has been a fall in the proportion of successful claims from 66% to 47%. Can the Minister confirm that the review is still ongoing, when it might report and what he thinks is happening?

The hon. Gentleman is correct that the final report will be delivered within, I hope, a few weeks. He will have to await the Government’s response, of course, but it ties in with some of the findings of the all-party parliamentary group on veterans, which we discussed earlier. I am concerned about any reports that the service is not as good as it ought to be. I will take that review and the APPG’s findings extremely seriously, but I am bound to cite the fact that there were 122 complaints versus 1,715 thank you letters, which I find persuasive in forming a conclusion that the people working for Veterans UK are working hard and doing their very best in quite difficult circumstances in the interests of people who serve or have served our country.

The hon. Lady is right to raise this. As I said earlier, I cannot overstate how important it is that we are increasingly digitising the service. When people go to Norcross and see the mountains of paperwork that Veterans UK is having to cope with, they begin to understand how vital it is that we properly digitise the service and bring it into the 21st century, which is our intention.

The hon. Lady might like to know, because it is a barometer or litmus test of how the service is doing, that the proportion of armed forces compensation scheme cases going to tribunal has been falling since 2014-15, which balances some of the remarks we have heard about Veterans UK not being up to scratch. We need to review it, which is what we are doing, but I am convinced that the service will be better than it is at the moment, if that is of any reassurance.