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
15 results
Clear
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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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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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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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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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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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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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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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