Safeguarding vulnerable claimants

Work and Pensions Committee Closed Inquiry
Opened: 21 Jul 2023 Closed: 17 Sep 2025 Parliament page
The predecessor Work and Pensions Committee opened an inquiry into safeguarding vulnerable claimants in July 2023, to examine how DWP supports vulnerable benefit claimants and whether its approach to safeguarding needs to change. There are many people who claim benefits from DWP who are considered vulnerable and in need of … Read more
22 Recommendations
18 Conclusions
4 Reports
8 Oral sessions
13 Letters
8 Events
Activity timeline 36 events
22 Jul
2025
Report published
22 Jul
2025
Report published
22 Jul
2025
Report published
15 May
2025
Report published
15 May
2025
Report published
15 May
2025
Report published
15 May
2025
Report published
14 May
2025
Correspondence
12 Mar
2025
Correspondence
26 Feb
2025
Correspondence
26 Feb
2025
Correspondence
12 Feb
2025
Oral evidence
Oral evidence sessions 8 sessions
12 Feb 2025
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Work and Pensions Committee
Dr Gail Allsopp · Department for Work and Pensions Elizabeth Fairburn · Department for Work & Pensions Neil Couling · Department for Work and Pensions Sir Stephen Timms MP · Department for Work and Pensions
8 Jan 2025
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Work and Pensions Committee
Carri Swann · Child Poverty Action Group Dr Antonia Dietmann · Department for Work and Pensions Dr Gail Allsopp · Department for Work and Pensions Minesh Patel · Mind Sophie Francis-Cansfield · Women’s Aid Tim Nicholls · National Autistic Society
26 Mar 2024
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Work and Pensions Committee
Elizabeth Fairburn · Department for Work & Pensions Mims Davies MP · Department for Work and Pensions Preeta Ramachandran · Department for Work & Pensions The Viscount Younger of Leckie · Department for Work and Pensions
28 Feb 2024
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Work and Pensions Committee
Rebecca Hilsenrath · Parliamentary and Health Service Ombudsman Rob Behrens · Parliamentary and Health Service Ombudsman
7 Feb 2024
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Work and Pensions Committee
Caroline Selman · Public Law Project Jesse Nicholls · Matrix Law William Ford · Osbornes Law
24 Jan 2024
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Work and Pensions Committee
Corin Hammersley · Advice & Benefits Service, Royal Borough of Greenwich Dr Jeremy Dixon · University of Bath Professor Michael Preston-Shoot · National Network for Chairs of Safeguarding Adults Boards Professor Sally McManus · City University of London
13 Dec 2023
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Work and Pensions Committee
Ashley McDougall · National Audit Office Brian Dow · Rethink Mental Illness Daphne Hall · National Association of Welfare Rights Advisers (NAWRA) Jamie Thunder · Z2K (Zacchaeus 2000 Trust) Joshua Reddaway · National Audit Office
15 Nov 2023
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Work and Pensions Committee
Chloe Schendel-Wilson · The Disability Policy Centre Henry Parkes · Institute for Public Policy Research (IPPR) Nikki Bond · Money and Mental Health Policy Institute Prof Ben Baumberg Geiger · King’s College London Prof Lisa Scullion · University of Salford
Recommendations & Conclusions
40 results
1 Recommendation Accepted
1st Report – Safeguarding Vulnerab…
DWP failures have resulted in hundreds of serious harms and deaths to claimants.
DWP provides essential services that act as a lifeline to millions of people each year, many of whom are vulnerable and require additional support to access them. For this reason, when mistakes are made, it is possible that the severest … Read more
Government Response
The government accepted the recommendation, stating it is open to a statutory duty to safeguard vulnerable customers and has completed a consultation on a new DWP safeguarding approach. The Secretary of State will make a statement in the Autumn outlining a new approach based on review findings, focusing on cultural change, renewed commitment, and systems-based approaches to safeguarding.
Department for Work and Pensions
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2 Conclusion Not Addressed
1st Report – Safeguarding Vulnerab…
EHRC formal investigation into DWP’s treatment of disabled claimants is currently ongoing.
We note that in April 2022, the Equality and Human Rights Commission (EHRC) and DWP were working to improve DWP’s treatment of disabled benefit claimants in accordance with a legally binding section 23 agreement. We further note that the EHRC … Read more
Government Response
The government's response discusses its openness to a statutory safeguarding duty, consultation findings, and a future statement on DWP's new safeguarding approach, without directly addressing the Committee's conclusion about the ongoing EHRC investigation or its decision to defer recommendations.
Department for Work and Pensions
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3 Conclusion Accepted
1st Report – Safeguarding Vulnerab…
DWP lacks clear, public-facing safeguarding policy and strategy for claimants.
It is striking that despite being engaged with safeguarding on a daily basis, the Department has never had a clear and coherent, public facing safeguarding policy or strategy. For example, that when making an internet search for “DWP safeguarding policy” … Read more
Government Response
The government is open to a statutory safeguarding duty and the Secretary of State for Work and Pensions will make a statement in the Autumn outlining DWP's new safeguarding approach, which will include a clear intent to drive cultural change and define its role in supporting those with safeguarding needs.
Department for Work and Pensions
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4 Recommendation Accepted
1st Report – Safeguarding Vulnerab…
Require Secretary of State to make statement on DWP's new safeguarding approach.
To signal a step-change to the public in the culture of the Department, and to improve accountability directly to Parliament, we recommend the Secretary of State for Work and Pensions make a statement to the House, setting out DWP’s new … Read more
Government Response
The government accepted the recommendation, stating that the Secretary of State for Work and Pensions will make a statement to the House in the Autumn, setting out DWP's new safeguarding approach, including a clear intent to drive cultural change and renew commitment to safeguarding.
Department for Work and Pensions
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5 Conclusion Accepted in Part
1st Report – Safeguarding Vulnerab…
DWP's current safeguarding practice remains insufficient, requiring a new statutory duty.
The Department has said that whilst it does not have a statutory duty to safeguard vulnerable claimants, it recognises it has a responsibility to support them and does so through other means. We remain concerned, however, that current practice is … Read more
Government Response
The government stated it is open to introducing a statutory duty to safeguard vulnerable customers and will publish its new DWP safeguarding approach in the Autumn, which will include a clear statement of intent for cultural change.
Department for Work and Pensions
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6 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Introduce statutory duty for DWP to safeguard vulnerable claimants department-wide.
We recommend DWP introduce a statutory duty to safeguard vulnerable claimants that applies to the whole Department, and for which the Secretary of State is ultimately accountable. The duty should have regard to factors such as the wellbeing of vulnerable … Read more
Government Response
The government did not commit to introducing a statutory duty for safeguarding vulnerable claimants. Instead, it is engaging in a public consultation on safeguarding and establishing a Disability Advisory Panel, set to launch in summer 2025.
Department for Work and Pensions
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7 Conclusion Acknowledged
1st Report – Safeguarding Vulnerab…
DWP policy framework inadequately addresses vulnerable claimants beyond the disability service area.
DWP is more likely to prevent vulnerable claimants from experiencing harm if it first engages them in decision-making that affects them: their needs, the potential risks of proposals, and how those risks might be mitigated. We welcome the intention to … Read more
Government Response
The government recognised the broad nature of vulnerability and stated that as part of a safeguarding review, it will consider publishing DWP's flexible definition of vulnerability.
Department for Work and Pensions
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8 Recommendation Accepted
1st Report – Safeguarding Vulnerab…
Introduce requirement for Chief Medical Adviser to assess health impact of all significant DWP policies.
We recommend that as a part of a systems-based approach to safeguarding, the Department introduce an explicit requirement that all significant new policies and policy changes, including those that fall outside the disability service area, are assessed by the Chief … Read more
Government Response
The government did not commit to the Chief Medical Advisor's team assessing all new policies for health impacts. Instead, it described existing ongoing efforts to improve accessibility, tailor services, and capture customer needs through updated processes and surveys.
Department for Work and Pensions
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9 Conclusion Deferred
1st Report – Safeguarding Vulnerab…
Chief Medical Adviser's policy impact assessments on benefit changes remain largely unpublished.
The Chief Medical Adviser (CMA) told us her team provided clinical advice to Ministers and was involved in assessing any potential policy changes put forward within White Papers or Green Papers; however, these assessments were not usually published, to enable … Read more
Government Response
The government did not commit to publishing the Chief Medical Advisor's assessment of proposals in the Pathways to Work Green Paper. The response focused on increasing engagement, staff training, and developing a trauma-informed approach.
Department for Work and Pensions
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10 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Publish Chief Medical Adviser's assessment of Pathways to Work Green Paper proposals.
In response to this report, we ask that DWP confirm that planned changes to health and disability benefits, set out in the Pathways to Work Green Paper, were prospectively assessed with respect to possible physical and mental 95 health impacts … Read more
Government Response
The government did not confirm whether health and disability benefit changes were prospectively assessed for health impacts by the Chief Medical Advisor's team, nor did it commit to publishing any such assessment. Instead, it highlighted existing support services for claimants.
Department for Work and Pensions
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11 Conclusion Accepted
1st Report – Safeguarding Vulnerab…
DWP reform programme risks unintended consequences for vulnerable claimants without centering wellbeing.
DWP is undertaking a major programme of reform via its green and white papers and several long-term strategies and programmes. This work presents a significant opportunity to improve safeguarding for claimants across the social security system. However, DWP must be … Read more
Government Response
The government did not explicitly commit to new mechanisms for incorporating lived experience in policy design or proactively identifying unintended consequences of reforms. The response focused on existing practices for communicating information to customers, checking for support needs, and providing staff training.
Department for Work and Pensions
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12 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Introduce a systems-based approach to safeguarding across all DWP policies and operations.
We recommend the Department introduce a systems-based approach to safeguarding, at all levels of DWP and in all policies. A systems- based approach should consist of developing mechanisms to ensure that safeguarding is explicitly considered at each point in the … Read more
Government Response
The government committed to considering the recommendation for a systems-based approach to safeguarding when the detailed departmental approach is outlined later in the Autumn, without making any specific commitments at this time.
Department for Work and Pensions
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13 Conclusion Deferred
1st Report – Safeguarding Vulnerab…
Set up a claimant lived experience reference group to shape DWP safeguarding policy.
To ensure that it incorporates the expertise of people with lived experience of the benefit system, DWP should set up a reference group similar to the Greater Manchester Disabled People’s Panel to help shape safeguarding policy. (Recommendation, Paragraph 51) Defining … Read more
Government Response
The government did not commit to setting up a reference group of people with lived experience (claimants) to shape safeguarding policy. Instead, the response focused on using staff surveys, a Coaching Academy, and frontline staff feedback to inform improvements.
Department for Work and Pensions
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14 Conclusion Deferred
1st Report – Safeguarding Vulnerab…
Lack of clear DWP vulnerability definition hinders claimants from accessing additional support.
DWP’s existing description, or definition, of vulnerability in internal documentation encourages an open, flexible approach to determine when a claimant has additional support needs. However, the lack of a clear, consistent and public-facing definition of vulnerability could act as a … Read more
Government Response
The government acknowledges the issue and states its internal definition of vulnerability. It will consider publishing this definition as part of a safeguarding review, noting the need for flexibility.
Department for Work and Pensions
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15 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Formalise and publish a clear, consistent definition of vulnerability in all DWP public documents.
DWP should formalise its definition of vulnerability and undertake work to ensure it is clearly and consistently communicated in key public facing documents, including its ‘Advanced Customer Support: Delivering support and transformation to help DWP customers with additional support needs’ … Read more
Government Response
The government states its current definition of vulnerability and says it will consider publishing this definition as part of a safeguarding review, while being mindful of flexibility, rather than immediately formalising and publishing guidance.
Department for Work and Pensions
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16 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Add 'victims of domestic abuse' category to Universal Credit Additional Support Area.
We heard in evidence that when using the ‘Additional Support Area’ in Universal Credit, DWP officials are able to record support needs under the following eight categories: care leavers; armed forces; ex-offender; homeless or risk of homelessness; limited digital ability … Read more
Government Response
The government did not commit to adding 'victims of domestic abuse' as a specific category in the Universal Credit 'Additional Support Area'. Instead, the response outlined DWP's ongoing engagement with and support for local and national Safeguarding Adults Boards.
Department for Work and Pensions
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17 Conclusion Deferred
1st Report – Safeguarding Vulnerab…
DWP's reliance on self-disclosure for vulnerable claimants is inadequate and needs proactive measures.
When it comes to identifying vulnerable claimants, the Department places too great an onus on self-disclosure. The nature of some vulnerabilities can make disclosure difficult. A lack of trust in the Department can further deter people from sharing their personal … Read more
Government Response
The government responded to an unrelated point about the PHSO's MP filter and powers, stating DWP lacks the authority to change it and that it's a matter for Parliament.
Department for Work and Pensions
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18 Recommendation Accepted
1st Report – Safeguarding Vulnerab…
Introduce specific questions and a tick-box on benefit forms for vulnerability disclosure.
DWP should add a question to all benefit application forms that asks claimants if they would like to disclose anything about their personal circumstances, including medical or mental health concerns, that means they might need additional support, now or in … Read more
Government Response
The government states it is already driving continuous improvement in identifying customer needs and providing tailored support. It highlights existing measures such as updated call scripts, new questions in ESA online claims for alternative formats, and identification of support needs in Universal Credit claims, which are continually refined.
Department for Work and Pensions
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19 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Implement policy for staff to proactively check vulnerabilities, engage claimants, and provide targeted training.
DWP should also implement a new policy making clear that staff have a responsibility to check proactively for vulnerabilities and engage claimants in regular conversations where they can share any difficulties they may be experiencing. For example, if a claimant … Read more
Government Response
The government refers to its Green Paper and recent consultation on increasing engagement with claimants, stating it is currently considering responses to inform future policy development on this. It also highlights existing processes and training for staff to identify vulnerability, alongside developing a trauma-informed approach.
Department for Work and Pensions
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20 Conclusion Deferred
1st Report – Safeguarding Vulnerab…
Removal of face-to-face 'Help to Claim' creates inadequate support for vulnerable Universal Credit applicants.
Ensuring vulnerable people have support to access the benefits they are entitled to is an essential part of delivering equitable welfare provision and an effective safety net. Since the removal of Help to Claim’s face-to-face service in 2022 it has … Read more
Government Response
The government responded to an unrelated point about the PHSO's role in DWP's internal learning processes, committing to publish findings from Internal Process Reviews to promote transparency.
Department for Work and Pensions
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21 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Ensure Jobcentres provide equivalent comprehensive support to claimants as 'Help to Claim' service.
DWP must ensure that Jobcentres can provide as thorough a service as used to be offered through Help to Claim. We recommend that, in its response to this report, DWP sets out where the support offered in Jobcentres and through … Read more
Government Response
The government responded by outlining steps to improve transparency and oversight of serious cases through new appointments to boards, rather than addressing the specific recommendation about Jobcentre support equivalence.
Department for Work and Pensions
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22 Conclusion Accepted
1st Report – Safeguarding Vulnerab…
Vulnerable claimants lack awareness and information about available additional support and reasonable adjustments.
Some vulnerable claimants require reasonable adjustments and additional support throughout their benefit claim. These adjustments are crucial to ensuring that claimants can successfully engage with the system, receive the support they are entitled to, and reduce the risk of unmet … Read more
Government Response
The government recognizes the importance of informing customers about support but, based on user research, has streamlined initial information, signposting additional details for customers to access when needed, and relies on DWP colleagues, training, and tools to identify and signpost support.
Department for Work and Pensions
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23 Recommendation Accepted
1st Report – Safeguarding Vulnerab…
Provide claimants with detailed information about available additional support and train staff proactively.
Upon first applying to benefits, and at each review point, we recommend DWP staff provide claimants with detailed information about the additional support available to them, which must include an indicative list of possible reasons which might lead to an … Read more
Government Response
The government declines to provide detailed upfront information, citing user research that it can overwhelm claimants. Instead, they state they signpost information and staff are trained and equipped to check for needs and signpost support, exercising professional judgment.
Department for Work and Pensions
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24 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Ensure safeguarding publication is accessible and develop additional support toolkits for claimants.
DWP must ensure its new ‘approach to safeguarding’ publication is easy to use, signposts relevant support organisations, and is available in a range of languages and alternative formats. DWP should also develop an additional support toolkit to accompany this publication, … Read more
Government Response
The government will consider the recommendation regarding its new safeguarding publication and accompanying toolkit when the details are outlined later in the Autumn. It notes that all DWP publications already comply with an Accessible Documents Policy for various formats.
Department for Work and Pensions
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25 Conclusion Acknowledged
1st Report – Safeguarding Vulnerab…
Inconsistent application of DWP policies like sanctions exacerbates claimant vulnerabilities and hardship.
Incorrectly applied, policies intended to drive claimant behaviour and deliver value for money, such as sanctions and deductions, can create and exacerbate vulnerabilities. While DWP has checks in place that are supposed to ensure this doesn’t happen, the application of … Read more
Government Response
The Coaching Academy will aim to professionalise employment support through accredited training and provide platforms to capture structured frontline feedback, which will inform continuous improvement in training and delivery of service.
Department for Work and Pensions
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26 Conclusion Acknowledged
1st Report – Safeguarding Vulnerab…
Overreliance on Work Coach discretion and inadequate training compromises DWP safeguarding policies.
The effectiveness of DWP policies that are supposed to protect claimants from harm is in large part contingent on Work Coaches applying discretion correctly and consistently. Discretion can be a valuable tool in the benefit system, but we are concerned … Read more
Government Response
The Coaching Academy will aim to professionalise employment support through accredited training and provide platforms to capture structured frontline feedback, which will inform continuous improvement in training and delivery of service.
Department for Work and Pensions
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27 Recommendation Deferred
1st Report – Safeguarding Vulnerab…
Commission regular surveys to understand DWP staff views on safeguarding policies and workload
We recommend DWP commissions or undertakes a series of surveys to understand how staff feel about the Department’s safeguarding policies, practices and their overall workload. The surveys should include questions relating to views on training and guidance; familiarity and confidence … Read more
Government Response
The government agrees surveys are valuable and states the new Coaching Academy will capture structured feedback through surveys. It will consider how best to use existing and new surveys to inform safeguarding policy and service delivery, rather than committing to a specific series of surveys as recommended.
Department for Work and Pensions
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28 Conclusion Accepted
1st Report – Safeguarding Vulnerab…
Insufficient understanding and capacity of ACSSLs hinders DWP's safeguarding effectiveness
Advanced Customer Support Senior Leaders (ACSSLs) form a core part of DWP’s safeguarding strategy and undertake significant public facing and operational roles. Despite ACSSLs playing a critical role in DWP’s approach 99 to safeguarding, there remains a lack of understanding, … Read more
Government Response
The government states current ACSSL resourcing levels are appropriate and additional roles were introduced to support them. They indicate ACSSLs actively promote their role and foster external relationships, and will continue to explore ways to increase their visibility.
Department for Work and Pensions
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29 Recommendation Rejected
1st Report – Safeguarding Vulnerab…
Improve awareness of ACSSLs' roles and expand their capacity across Great Britain
We recommend DWP work to improve awareness of the work that Advanced Customer Support Senior Leaders undertake, including by setting out a full description of their role when publishing their new approach to safeguarding, and by promoting case studies. As … Read more
Government Response
The government states current ACSSL resourcing is appropriate and additional roles were introduced, effectively rejecting the need to assess capacity or expand the number of ACSSLs. They commit to exploring ways to increase ACSSL visibility in future publications, but do not accept specific methods like promoting case studies.
Department for Work and Pensions
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30 Recommendation Rejected
1st Report – Safeguarding Vulnerab…
Create an external system for benefit advisers to directly refer claimant concerns to ACSSLs
The Department should also develop a more systematic route through which benefit advisers can contact ACSSLs directly, when and if they have a serious concern about a claimant. DWP should consider creating an external equivalent of the internal system it … Read more
Government Response
The government rejected the recommendation for a new systematic route for benefit advisers to contact ACSSLs directly, stating that existing channels are sufficient and ACSSLs are not intended to replace frontline services. They highlighted existing ACSSL external relationships and rising external referrals.
Department for Work and Pensions
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31 Conclusion Not Addressed
1st Report – Safeguarding Vulnerab…
DWP inconsistently refers vulnerable claimants to appropriate external safeguarding agencies
Effective collaboration between partners is essential to understand the complex needs of some claimants, to understand if they are at risk, and to identify if any interventions are required to assure their safety. The Department has taken some steps to … Read more
Government Response
The government states it will continue to strengthen partnerships with Safeguarding Adult Boards and increase DWP representation (currently 80%), and plans to publish the joint Memorandum of Understanding. However, it does not directly address the committee's finding that the department does not consistently refer vulnerable claimants to appropriate agencies.
Department for Work and Pensions
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32 Recommendation Accepted in Part
1st Report – Safeguarding Vulnerab…
Mandate DWP representation on Safeguarding Adult Boards and duty to refer vulnerable claimants
We recommend the Government make it a statutory requirement for all Safeguarding Adult Boards to include DWP representation. As part of its statutory safeguarding duty, DWP should also have a specified duty to refer vulnerable claimants to other agencies, including … Read more
Government Response
The government plans to publish the Memorandum of Understanding. They support increasing DWP representation on Safeguarding Adult Boards, with ACSSLs currently on 80%, but do not commit to making it a statutory requirement or establishing a specified duty to refer vulnerable claimants.
Department for Work and Pensions
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33 Conclusion Deferred
1st Report – Safeguarding Vulnerab…
MP filter deters vulnerable claimants from PHSO complaints, hindering DWP learning
Many of the people making a complaint against DWP are likely to be in a vulnerable situation. Having a robust, clear and accessible complaints procedure is therefore crucial to prevent failures from reoccurring and to provide those affected with a … Read more
Government Response
DWP acknowledges the recommendation to remove the MP filter, but states it does not have the authority to make such changes as the current arrangements for the PHSO are set out in the Parliamentary Commissioner Act 1967 which is a matter for Parliament.
Department for Work and Pensions
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34 Recommendation Rejected
1st Report – Safeguarding Vulnerab…
Remove the MP filter and grant PHSO power to investigate systemic issues proactively
We agree with the PHSO that the MP filter should be removed, and that the PHSO should be granted the power of initiative so that it can investigate known and systemic issues, more effectively support public services and extend access … Read more
Government Response
The DWP rejected the recommendation, stating it lacks the authority to remove the MP filter or grant the PHSO new powers, as these changes require primary legislation from Parliament. They also noted no clear evidence that removing the filter would improve outcomes.
Department for Work and Pensions
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35 Conclusion Accepted
1st Report – Safeguarding Vulnerab…
Unknown scale of deaths and serious harms among vulnerable claimants
We remain concerned that the true scale of deaths and serious harms of vulnerable claimants is currently unknown. As set out by the Chief Medical Advisor, we recognise the complexity of these cases and that being in receipt of benefits … Read more
Government Response
The Chief Medical Advisor is actively involved in departmental responses to Coroner-issued Prevention of Future Death reports, and a review is under consideration to strengthen this role. The role of the Caldicott Guardian was established in DWP in 2024 and continues to evolve.
Department for Work and Pensions
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36 Recommendation Not Addressed
1st Report – Safeguarding Vulnerab…
Devise a systematic way to record and annually publish serious harms and deaths
We recommend the Department work with its Chief Medical Advisor, DWP’s Caldicott Guardian, and coroners to devise a way to record more systematically all cases of serious harms and deaths where the individual affected was in receipt of working-age benefits. … Read more
Government Response
The government noted the Chief Medical Advisor's existing involvement in public Coroner reports and stated it is reviewing and exploring how to strengthen their roles, and how the Caldicott Guardian will be included in ethical data considerations, but did not commit to systematically recording or annually publishing all cases of serious harms and deaths.
Department for Work and Pensions
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37 Recommendation Accepted in Part
1st Report – Safeguarding Vulnerab…
Ensure Caldicott Guardian inclusion in all future DWP service procurement processes
We welcome the action taken by the Chief Medical Advisor to appoint a Caldicott Guardian in order to aid transparency and to ensure DWP handles claimants’ data safely and ethically. However, we are concerns that due to other organisations, the … Read more
Government Response
The government states that the role of Caldicott Guardian is evolving and the department is currently exploring how the Guardian will be included in wider departmental ethical data considerations, including relevant commercial contracts.
Department for Work and Pensions
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38 Conclusion Acknowledged
1st Report – Safeguarding Vulnerab…
DWP's system for learning from serious harm cases remains opaque
If all other layers of safeguarding fail, and claimants experience harm as a consequence, it is essential that DWP learns from these cases. Furthermore, it is right that learning mechanisms are transparent, so that claimants and their families can understand … Read more
Government Response
DWP is committed to continuous learning to improve public services and recognizes its responsibility to learn when experiences for customers have fallen below expectations and to make changes that drive improvement. DWP plans to publish findings from Internal Process Reviews to support transparency and improve understanding of the system among customers and stakeholders.
Department for Work and Pensions
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39 Recommendation Accepted in Part
1st Report – Safeguarding Vulnerab…
Improve transparency of DWP's serious mistake learning processes with the PHSO
DWP should work with the PHSO in the next six months to improve the transparency of the processes it uses to learn from serious mistakes and failures, including Internal Process Reviews, the Independent Case Examiner, and the Serious Case Panel. … Read more
Government Response
The government rejected the specific recommendation to work with the PHSO on transparency, stating it's DWP's own responsibility. However, DWP committed to fulfilling this responsibility by planning to publish findings from Internal Process Reviews to support transparency and improve understanding.
Department for Work and Pensions
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40 Recommendation Rejected
1st Report – Safeguarding Vulnerab…
Introduce an independent body to investigate serious harms in DWP case mishandlings
However, even if the Department improves transparency, we are still concerned that the process in DWP amount to it marking its own homework. Therefore, in the longer term, we recommend DWP introduce an independent body to investigate serious harms, to … Read more
Government Response
The government welcomes the recommendation but does not commit to introducing a new independent body to investigate serious harms. Instead, it highlights existing measures, such as an independent member on the Clinical Governance and Excellence Board and a Serious Case Panel chaired by a Non-Executive Director, as providing oversight.
Department for Work and Pensions
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Government Response AI assessment · 40 of 22 classified
Accepted 10
Accepted in Part 4
Acknowledged 4
Deferred 15
Not Addressed 3
Rejected 4
Total 22 recs + 18 conclusions
Correspondence 13 letters
14 May 2025 Correspondence from the Minister for Social Security and Disability, relating to the Department's Advanced Customer Support (ACS) teams
Parliament page
12 Mar 2025 Correspondence from the Minister for Social Security and Disability, responding to the Committee’s letter of 26 February 2025, related to his appearance before the Committee on 26 February 2025.
Parliament page
26 Feb 2025 Correspondence to the Minister for Social Security and Disability, relating to the Safeguarding vulnerable claimants inquiry
Parliament page
26 Feb 2025 Correspondence from Neil Couling, Universal Credit, Senior Responsible Owner, Director General, Fraud, Disability and Health, providing updates following their appearance at the Committee on 12 February 2025
Parliament page
29 Jan 2025 Correspondence from the the Minister of State for Social Security and Disability, relating to the Committee's inquiry into 'Safeguarding vulnerable claimants'
Parliament page
23 Jan 2025 Correspondence with Dr Allsopp requesting further information following her appearance before the Committee on 8 January 2025
Parliament page
22 Jan 2025 Correspondence with Dr Dietman requesting further information following her appearance before the Committee on 8 January 2025
Parliament page
18 Dec 2024 Correspondence with the Minister for Social Security and Disability, relating to Safeguarding vulnerable claimants
Parliament page
24 May 2024 Correspondence with the Minister for Disabled People, Health and Work and the Parliamentary Under-Secretary of State relating to Safeguarding vulnerable claimants
Parliament page
24 Apr 2024 Correspondence with the Chief Coroner relating to Safeguarding vulnerable claimants
Parliament page
24 Apr 2024 Correspondence from DWP Officials relating to Safeguarding vulnerable claimants
Parliament page
6 Mar 2024 Correspondence with Permanent Secretary relating to Safeguarding vulnerable claimants
Parliament page
25 Oct 2023 Correspondence with the Secretary of State relating to Internal Process Reviews (IPRs)
Parliament page