PARLIAMENTARY WRITTEN QUESTION
Social Security Benefits (15 October 2021)

To ask the Secretary of State for Work and Pensions, what steps she has taken to improve her Department's processes in response to the completion of internal process reviews in the last three years.

Asked by:
Jonathan Reynolds (Labour)

Recommendations from IPRs are a critical source of insight and learning.

Improvements the Department has made in response to the completion of following IPRs in the last three years include:

• Introducing a holistic check of a customer’s circumstances prior to issuing them with a large payment, in order to identify whether it might cause risk to that individual.
• Improving staff guidance to ensure vulnerable customers’ benefits are not automatically stopped when they cease engaging with the Department.

Answered by:
Chloe Smith (Conservative)
20 October 2021