36th Report - Jobcentres
Select Committee
Public Accounts Committee
HC 823
2 July 2025
Government response
Treasury Minutes: Government response - 36th Report
Recommendations & Conclusions
4 results
8
Conclusion
Deferred
Recruitment and retention challenges contribute to work coach shortfalls in jobcentres.
Conclusion
The Department has also had fewer work coaches than it has had funding for, which it attributed to factors such as challenges with recruiting and retaining staff. The turnover rate for the Department’s executive officers working in jobcentres, including work …
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Government Response Summary
The government agrees with the observation and states it will develop a strategic workforce plan within 12 months, with a target implementation date of Summer 2026, to support a new Jobs and Careers Service.
HM Treasury
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10
Conclusion
Deferred
DWP's universal jobs service relies on digital tools, with uncertain impact on overall processing times.
Conclusion
We asked the Department how realistic its plan is for a universal jobs and careers service given the current shortage of work coaches. The Department said it envisages a ‘pyramid’ with, at the top, a larger number of people who …
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Government Response Summary
The government agrees with the observation and will develop a strategic workforce plan within the next 12 months, with a target implementation date of Summer 2026, to ensure appropriate work coach resourcing for the evolving Jobs and Careers Service.
HM Treasury
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17
Conclusion
Deferred
DWP's new jobcentre performance framework lacks historical data for most key indicators.
Conclusion
The Department requires its jobcentres to provide a nationally consistent, centrally defined service that it judges will maximise employment and earnings for Universal Credit claimants.36 In November 2023, the Department introduced a new performance framework to monitor the operation of …
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Government Response Summary
The government states its jobcentre performance management framework, including KPIs and support mechanisms, is currently under review. This review will reflect changes related to the development of the new Jobs and Careers Service, with changes expected by Autumn 2025.
HM Treasury
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21
Conclusion
Deferred
Significant variation in work coach headcount observed across different jobcentres and districts.
Conclusion
We followed this up by asking whether within districts there are areas that are performing better. The Department confirmed that within districts there is variation in headcount numbers at jobcentre level.47 The Department emphasised that it manages performance and attrition …
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Government Response Summary
The government states its jobcentre performance management framework is currently under review, with changes to reflect the new Jobs and Careers Service expected by Autumn 2025.
HM Treasury
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