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
10 results
Clear
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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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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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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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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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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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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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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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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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