We previously concluded that the Department needed to do more to encourage people to report changes of circumstances, which hinges on making it easy for people to get in touch and on customers trusting that they will be treated fairly.45 The Department told us that customer satisfaction was generally high, but acknowledged that it needed to go further in building trust.46 It also spoke about research it had done to understand how people feel about the Department, and said what was interesting was that people who regularly dealt with the Department had a more positive view of the Department than the wider population.47