PARLIAMENTARY WRITTEN QUESTION
(15 September 2025)

To ask the Secretary of State for Work and Pensions, what performance metrics his Department uses to monitor whether Universal Credit agent responses to online journal messages are (a) accessible and (b) compliant with Departmental guidance for claimants with learning disabilities or mental health conditions.

Asked by:
Sarah Gibson (Liberal Democrat)

There is no performance metric to monitor accessibility within the Department. However, all staff complete mandatory training on the Public Sector Equality Duty, and a wide range of support is available—including instructions, guides, and awareness sessions—to help staff make reasonable adjustments and provide accessible services. Universal Credit Agents receive dedicated training to interact effectively and sensitively with customers, particularly those with learning disabilities or mental health conditions, to ensure that everyone receives the support they need.

Answered by:
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