Some of DWP’s customers are vulnerable or have additional or complex needs due to poverty, age, health problems and disabilities.28 DWP told us that supporting these customers was a key priority and that it sought to put the right support in place at the start of a customer’s ‘journey’.29 It said that staff were trained to ascertain upfront whether a customer had specific requirements or vulnerabilities, and referred to the work of its Advanced Customer Service Support Leads—a team of 37—who provide specialist support and advice for customers at serious risk of harm, abuse or neglect.30