DWP confirmed that most underpayments stemmed from people with health conditions not informing DWP when their condition had deteriorated. It acknowledged that it needed regularly to encourage people to come forward about changes of circumstances and make it easy for them to do so. It also stressed the importance of trust – creating an environment in which people think that they will be treated fairly if they tell DWP that their condition has worsened.56 Written evidence from Sense highlighted, however, that 43% of claimants with complex disabilities do not have their needs met through DWP’s communications, even when they had shared their preferences with DWP.57 Overpayments