DWP policy impact assessment

Failure of DWP to adequately analyze the potential impacts, including health implications, of new policies on vulnerable claimants.

1,845 items 10 sources 3 inquiries

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DWP policy impact assessment has been flagged across 10 independent accountability sources:

9 inquiry recs 9 PFD reports 907 committee recs 3 ICIBI recs 1 IOPC rec 41 NAO recs 5 IMB recs 1 detention investigation rec 106 PHSO decisions 763 LGO/SPSO decisions

When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.

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Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.

Inquiry Recommendations (9)

33 — Improve HMIP and IMB evidence gathering and reporting processes

Brook House Inquiry

Recommendation: HM Inspectorate of Prisons and Independent Monitoring Boards working within immigration removal centres must ensure that they have robust processes for: obtaining and reporting on an enhanced range of evidence and intelligence from detained people and those who represent or …

Gov response: The government stated it is considering its reliance on external scrutiny organisations. This recommendation was directed primarily at HMIP and IMBs.

Accepted in Part No update 2+ yrs

32 — Strengthen Independent Monitoring Board statutory footing and responsiveness

Brook House Inquiry

Recommendation: The government must: respond to and publish responses to all concerns raised by any Independent Monitoring Board regarding immigration removal centres; take steps without further delay to amend the Detention Centre Rules 2001, in so far as they govern Independent …

Gov response: The Ministry of Justice has committed in the 2021 Prisons Strategy White Paper to pursue legislative reform to provide Independent Monitoring Boards with a statutory framework, intending to legislate 'as soon as Parliamentary time allows'.

Accepted in Part No update 2+ yrs

31 — Update whistleblowing DSO with anonymous reporting mechanisms

Brook House Inquiry

Recommendation: The Home Office must update Detention Services Order 03/2020: Whistleblowing – The Public Interest Disclosure Act 1998 to require contractors that run immigration removal centres to: have a whistleblowing policy and procedure that is specific to the immigration detention environment; …

Gov response: The broader complaints and whistleblowing review covers whistleblowing processes, including review of Detention Services Orders and improving visibility of processes within IRCs.

Accepted in Part No update 2+ yrs

30 — Enhance Professional Standards Unit independence and seniority

Brook House Inquiry

Recommendation: The Home Office must: take steps to enhance the independence of the Professional Standards Unit from the Home Office and the perception of this independence; and increase the seniority of the Head of the Professional Standards Unit so that they …

Gov response: The government does not accept this recommendation. The government stated: 'The seniority of the Head of the PSU will not be changed.' The government expressed confidence in existing ACAS Code compliance and PPO escalation routes.

29 — Improve Professional Standards Unit investigation procedures and training

Brook House Inquiry

Recommendation: The Home Office must update Detention Services Order 03/2015: Handling of Complaints to clarify that, in investigations carried out by the Professional Standards Unit into allegations of serious misconduct against contractor staff: Professional Standards Unit investigators must carry out interviews …

Gov response: The Professional Standards Unit has updated its training to reflect Brook House Inquiry findings, including training in interviewing vulnerable witnesses. An embedded use of force expert has been added.

Accepted in Part

28 — Address barriers to detainee complaints including fear of repercussions

Brook House Inquiry

Recommendation: The Home Office and its contractors operating immigration removal centres must take steps to identify and address the barriers to making complaints that are faced by detained people, including a fear of repercussions. This must include training for staff on …

Gov response: A comprehensive review of complaints processes is underway, including engagement with detainees, IMB and the Prisons and Probation Ombudsman. Detention Services Orders are to be updated on completion.

Accepted in Part

27 — Action plan to address staff desensitisation and secondary trauma

Brook House Inquiry

Recommendation: Contractors operating immigration removal centres must develop and implement an action plan to ensure a safe and healthy staff culture in immigration removal centres. The action plan must address: the identification of and response to any sign of desensitisation among …

Gov response: The government described the introduction of a code of conduct and a mandatory staff engagement strategy. The ITC review addresses staff wellbeing and secondary trauma awareness.

Accepted in Part

36 — Impact assessment of policy changes

Morecambe Bay Investigation

Recommendation: The cumulative impact of new policies and processes, particularly the perceived pressure to achieve Foundation Trust status, together with organisational reconfiguration, placed significant pressure on the management capacity of the University Hospitals of Morecambe Bay NHS Foundation Trust to deliver …

Gov response: 97. We accept this recommendation in principle. We acknowledge the Investigation’s findings that the pursuit of Foundation Trust status distorted management capacity and priorities at Morecambe Bay. 98. In response to the failings at both …

LAMI-3 — Establish National Agency to assess, advise, and monitor children and families policy

Recommendation: The newly established National Agency for Children and Families should have the following responsibilities: • to assess, and advise the ministerial Children and Families Board about, the impact on children and families of proposed changes in policy; • to scrutinise …

PFD Reports (9)

Michael O’Sullivan

13 Jan 2014 · London Inner (North)

Concerns: The DWP assessment process for fitness to work failed to incorporate vital medical information from the patient's treating GP, psychiatrist, and clinical psychologist, leading to decisions without comprehensive medical input.

Response (Department for Work and Pensions): DWP acknowledges concerns and will issue a reminder to staff about guidance related to suicidal ideation. They also state that they will continue to monitor their policies around assessment of …

13 Sep 2016 · Surrey

Concerns: Inadequate and misleading safety guidance for internal combustion engine equipment used in confined spaces, coupled with the misleading use of the HSE logo, increases the risk of harm.

12 Feb 2021 · Nottingham and Nottinghamshire

Concerns: DWP call handlers lacked training for mentally ill claimants, and brief, inaccurate call records hindered decision-making. The assessment process was inflexible, preventing correction of errors or flexible appointment management.

Response (Department for Work and Pensions): The DWP has already introduced a highly visible "watermark" in the PIP computer system showing if a customer has additional support needs. Script changes to better support vulnerable claimants will …

Response (Capita): Capita is pausing the issue of appointment letters during Change of Assessment or Further Review periods. They are also working with DWP to review the tone and language in written …

03 Dec 2021 · Mid Kent and Medway

Concerns: Inadequate clinical assessments, including mental capacity and specialist dermatology review, combined with insufficient nutritional care, and a rigid DWP policy requiring a critically ill inpatient to attend in person for benefits.

Response (Maidstone Hospital): Maidstone Hospital has implemented an action plan, recorded in their incident reporting system (DATIX), and taken steps to strengthen multi-professional working with Kent and Medway Social Care Partnership Trust. They …

Response (Kent and Medway NHS and Social Care Partnership Trust): Kent and Medway NHS and Social Care Partnership Trust have improved joint working with Maidstone and Tunbridge Well NHS trust, strengthened Mental Capacity Assessment monitoring, closely monitored Mental Capacity Act …

Response (Department for Work and Pensions): The DWP outlines its procedures for vulnerable claimants, including reasonable adjustments for those unable to attend in person. They state that they are satisfied that appropriate support is available and …

06 Nov 2023 · Cumbria

Concerns: DWP procedures, including lengthy forms, long phone queues, and travel requirements, are impractical and exacerbate symptoms for individuals with mental health illnesses.

Response (Deparment for Work and Pensions): DWP expresses condolences and outlines existing support and training for staff regarding vulnerable claimants, but does not commit to new actions. They state comprehensive guidance and a six-point plan are …

Richard Brookes

18 Nov 2024 · Greater Manchester South

Concerns: DWP systems failed to properly assess and safeguard a vulnerable adult receiving a large arrears payment, resulting in a lack of clear communication and exacerbating the patient's paranoia about the money.

Response (Department of Work and Pensions): The DWP outlines planned improvements to processes for large payments to vulnerable adults, including enhanced vulnerability training for staff, improved recording of interactions on systems, and a new audit process, …

07 Feb 2025 · West Sussex, Brighton and Hove

Concerns: A protracted and frustrating DVLA licence renewal process, characterized by communication failures, incorrect information, and lack of vulnerable customer support, significantly exacerbated the deceased's poor mental state and prevented employment.

Response (DVLA): The DVLA acknowledges delays in processing the driving licence application but asserts the necessary and proportionate steps were taken. The most significant delay was when the GP did not receive …

Leonardo Machado

05 Dec 2025 · Dorset

Concerns: Insufficient oversight of 'rental' food delivery licenses to underage individuals places children in vulnerable lone working situations, increasing their risk of road traffic collisions and harm.

Response (HSE Gov Dept): HSE acknowledges the concerns around the rental of food delivery licenses to under 18s, lone working, and road safety but states road traffic accidents are generally a police matter. HSE …

22 Jan 2026 · Manchester

Concerns: An incorrect benefits assessment, uncorrected by review, significantly impacted the deceased. Additionally, standard letters were sent despite recognised vulnerabilities, without attempting to reduce associated risks.

Response (Department for Work and Pensions): • The department accepts that its initial decision to reduce Ms Logan’s benefits may have been unjustified. • The department investigated the decision and is taking steps to minimise such …

Committee Recommendations (907) — showing 50 strongest matches

Work and Pensions Committee

Recommendation: While monthly payments do mirror the world of work for many, DWP’s own figures show that a significant minority of people who claim Universal Credit received or continue to receive weekly or fortnightly wages. Other sources suggest that a majority …

Gov response: UC encourages all claimants to take responsibility for their own financial affairs and helps them to develop the financial capability to do so. Therefore, households are expected to manage their own budgets, unless this risks …

Work and Pensions Committee

Recommendation: The Universal Credit Transition Fund is an initiative to support vulnerable people in applying for Universal Credit as soon as they are eligible, and rightly puts organisations that work most closely with these groups at the centre. Timely applications to …

Gov response: As the Committee will be aware, the UC Transition Fund was due to launch in April 2020 to provide vulnerable people with help to navigate the welfare system and move towards work. Following the outbreak …

Work and Pensions Committee

Recommendation: Currently, backdating is only permitted up to a month before the claim was submitted. Given the seriousness of the life events which might allow the backdating of a claim—bereavement, serious illness, relationship breakdown—this period seems astonishingly short. We recommend that, …

Gov response: UC support has been designed to be as quick and easy as possible for the claimant, replacing the need to contact different government departments with a single application. It simplifies the legacy system by rolling …

Work and Pensions Committee

Recommendation: Many claimants are simply unaware that they can ask for their claim to be backdated by a month. Even when they do ask for backdating, they sometimes face an intrusive and bureaucratic process. We recommend that the Department review the …

Gov response: UC support has been designed to be as quick and easy as possible for the claimant, replacing the need to contact different government departments with a single application. It simplifies the legacy system by rolling …

Work and Pensions Committee

Recommendation: We welcome the Minister’s recognition that the Department needs to improve its understanding of the reasons why so many people claim for Universal Credit long after they become eligible. The Department must prioritise this work so that it can tackle …

Gov response: We agree it is vital claimants start an application at the point of need and would encourage people to check their eligibility online through independent benefit calculators which can be accessed via GOV.UK We published …

Work and Pensions Committee

Recommendation: The recovery of Tax Credit debt from claimants’ Universal Credit awards clearly presents problems. However, the option of returning responsibility to HMRC now would be too challenging to deliver in practice. Instead, we recommend that DWP should continue to collect …

Gov response: We understand the impact that debt can have on the wellbeing of claimants and we endeavour to ensure that the recovery of any overpayment is managed in a way that takes account of the claimant’s …

Work and Pensions Committee

Recommendation: Repayments of tax credit overpayments can compound hardship for people who may already be struggling. The evidence that some people are left unaware of these debts, which can be several years old, until they make a claim for Universal Credit, …

Gov response: We understand the impact that debt can have on the wellbeing of claimants and we endeavour to ensure that the recovery of any overpayment is managed in a way that takes account of the claimant’s …

Work and Pensions Committee

Recommendation: The Universal Credit application process requires claimants to provide a great deal of information about their circumstances, to enable the Department to assess their claim. When they have done this, Universal Credit claimants rightly expect that they should be paid …

Gov response: Payment timeliness in UC in ‘normal’ times is already well above the levels in legacy benefits. Where there are opportunities to improve timeliness further, without damaging efforts on verification, we will take them, but ultimately …

Work and Pensions Committee

Recommendation: We acknowledge that most disabled people and people with health conditions receive the core elements of their claim on time. However, we find it troubling that, because of the time taken to complete the Work Capability Assessment process, people must …

Gov response: During the 13-week assessment period, which applies to Employment and Support Allowance (ESA), and the 3-month relevant period which applies to UC, claimants will receive either the assessment rate of ESA, or the standard rate …

Work and Pensions Committee

Recommendation: We welcome the announcement of funding for the recruitment of over 13,500 new Work Coaches—double the current number—over the next financial year. This is an ambitious programme of recruitment. The Committee would welcome a written update from the Department, by …

Gov response: The Department is continually impacting and assessing the service being offered to claimants and we keep staff numbers and estates provision under constant review as part of our response to the impact of COVID-19 on …

Work and Pensions Committee

Recommendation: DWP has made substantial progress in improving payment timeliness,. The Department has increased the proportion of people paid on time from just over half in 2017 to over 90% in 2020—a significant feat given the recent upsurge in Universal Credit …

Gov response: No one has to wait 5 weeks to receive money through UC and advances are available from day 1 of a claim for those who need it, with many claimants receiving funds within 72 hours. …

Work and Pensions Committee

Recommendation: Support organisations have expressed concern that DWP’s approach to data sharing and consent has had a detrimental effect on their ability to support vulnerable claimants. The Department now says it is exploring options for improving its model Universal Credit: the …

Gov response: The Department operates a policy of explicit consent to help reduce the risk of fraud by ensuring that our claimants’ data is kept safe. This is important because the UC system is structured around an …

Work and Pensions Committee

Recommendation: DWP must immediately make improvements to the Universal Credit system to formalise how it identifies and defines vulnerable claimants, as part of its overall approach to safeguarding vulnerable people. This will be a substantial piece of work, and DWP should …

Gov response: Where it is identified, either from our own agents or via referrals from local services, that a claimant can’t make or manage their claim online, staff are able to offer support through other channels or …

Work and Pensions Committee

Recommendation: DWP currently lacks a comprehensive system for recording and tracking claimants’ needs. The introduction of pinned notes is a step in the right direction but, as the National Audit Office said, pinned notes are the digital equivalent of a post-it …

Gov response: Where it is identified, either from our own agents or via referrals from local services, that a claimant can’t make or manage their claim online, staff are able to offer support through other channels or …

Work and Pensions Committee

Recommendation: We recommend that the Department invests in expanding and developing Help to Claim so that the service can provide support to people beyond the application process. This should include debt advice, support for people who are struggling with Advance repayments, …

Gov response: The previous Universal Support offer had met with regular criticism from stakeholders, including the Work and Pensions Select Committee, which described support as inconsistent and “far from Universal”. Help to Claim replaced the previous Universal …

Work and Pensions Committee

Recommendation: Help to Claim is a hugely valuable service for people who are applying for Universal Credit. But its focus is on helping people to complete their initial claim. It does not provide support for people throughout their claim, to help …

Gov response: The previous Universal Support offer had met with regular criticism from stakeholders, including the Work and Pensions Select Committee, which described support as inconsistent and “far from Universal”. Help to Claim replaced the previous Universal …

Work and Pensions Committee

Recommendation: DWP was right to increase the standard allowance for Universal Credit and support for housing costs as part of its response to the pandemic. Benefit rates, and in particular support for housing costs, had become detached from the actual cost …

Gov response: We are committed to providing tailored support to all claimants, including through split payments where appropriate. However, we believe that most couples can and want to manage their finances jointly which is why UC is …

Work and Pensions Committee

Recommendation: We recommend that vulnerable claimants or claimants with specific needs are prioritised for having the housing element of their Advance paid directly to their landlord. This could include people with learning disabilities, people with mental illness, people who have previously …

Gov response: The committee should recognise that the housing element of a UC payment may not cover all the cost of the rent incurred. Managed Payments to Landlords (MPtL) are already available on request to any claimant …

Work and Pensions Committee

Recommendation: Some people in financial distress during the wait for their first payment can face a difficult choice between using their Advance to pay their housing costs, or to cover other essential costs, such as food or heating. No one should …

Gov response: The committee should recognise that the housing element of a UC payment may not cover all the cost of the rent incurred. Managed Payments to Landlords (MPtL) are already available on request to any claimant …

Work and Pensions Committee

Recommendation: We welcome the announcement of the Breathing Space scheme, which is scheduled to be introduced next year, and the Government’s confirmation that Advances in Universal Credit will be covered by the scheme. We find it disappointing, however, that debts in …

Gov response: The Department is supportive of Breathing Space and we fully recognise the need to ensure people and families with problem debt can access debt advice and identify appropriate debt solutions. To help people in problem …

Work and Pensions Committee

Recommendation: The Department says that claimants who are struggling can already defer repayments of their Advance for three months. But the evidence we have heard from charities who work with claimants is that this option is not effectively communicated. Without reliable …

Gov response: The Department has no plans to publish any additional data on advances at this point. However, we will provide information on advances via our 2020/21 Annual report and Accounts, which we aim to publish as …

Work and Pensions Committee

Recommendation: DWP has capped the deductions that claimants can face from their Universal Credit award at 30%, and yet in some circumstances, such as where a claimant has rent or fuel arrears, or benefit sanctions, DWP can deduct more than this …

Gov response: We agree it is vital claimants start an application at the point of need and would encourage people to check their eligibility online through independent benefit calculators which can be accessed via GOV.UK We published …

Under Consideration

Work and Pensions Committee

Recommendation: The Department should strive to bring in the extension to the repayment period and lowering of the deduction cap sooner than planned, no later than April 2021— recognising the likely increase in the numbers of claimants over this winter. We …

Gov response: we will continue to encourage HMRC to reduce historic debt.

Under Consideration

Work and Pensions Committee

Recommendation: For this group of claimants, the burden of future repayments of Advances is likely to be particularly difficult to bear. Given that benefits broadly provide people with a subsistence level of income, any system that reduces that monthly income, including …

Gov response: DWP except in clear cases of deliberate fraud. Similarly, where a claimant is expected to complete a Work Capability Assessment to assess how much money they are entitled to, the onus should be on the …

Under Consideration

Work and Pensions Committee

Recommendation: We recommend that Advances should be renamed “new claim loans”, so that it is clear to claimants that they will need to be repaid. Before a new claim loan is granted in full, the Department should provide personalised budgeting support—when …

Gov response: In relation to available data, the Department is committed to collecting, monitoring and publishing data on the Work Capability Assessment (WCA) process. ESA WCA National Statistics are published on a quarterly basis, and the Department …

Under Consideration

Work and Pensions Committee

Recommendation: The Department continues to claim that Advances are not loans, but we find that argument impossible to accept. Advances must be repaid at a set rate, over a set period. The Department risks misleading claimants, and damaging its own credibility, …

Gov response: A new claim Advance is not a loan. It allows for UC entitlement to be spread over thirteen payments rather than twelve in a year. Use of incorrect terminology in this respect will only serve …

Work and Pensions Committee

Recommendation: Even with starter payments of the kind we have recommended, we anticipate that some claimants would still need to ask for an Advance to cover their immediate 80 Universal Credit: the wait for a first payment costs. But some claimants …

Gov response: We recognise that a number of organisations have raised concerns as to whether the explicit consent rules are sufficiently flexible. The Department agreed to explore options for improving the process of explicit consent in conjunction …

Under Consideration

Work and Pensions Committee

Recommendation: Advance payments can provide a valuable lifeline to people who might otherwise face going five weeks—or longer—without any income. The changes that DWP has introduced so far, especially allowing people to request Advances equivalent to their entire expected award and …

Gov response: A new claim Advance is not a loan. It allows for UC entitlement to be spread over thirteen payments rather than twelve in a year. Use of incorrect terminology in this respect will only serve …

Work and Pensions Committee

Recommendation: The starter payments we have recommended would also be available to people making claims under the Special Rules for Terminal Illness. We recommend that the Department consider what further support it could offer to people making claims for Universal Credit …

Gov response: There is not a need for a starter payment in UC as New Claim Advances are available urgently to claimants if they are in need of financial help. As a result, nobody has to wait …

Work and Pensions Committee

Recommendation: Terminally ill people already face thousands of pounds of additional costs because of their illness, and the money provided by Universal Credit counts more than ever. We welcome the fact that the Department has been reviewing how the Special Rules …

Gov response: There is not a need for a starter payment in UC as New Claim Advances are available urgently to claimants if they are in need of financial help. As a result, nobody has to wait …

Work and Pensions Committee

Recommendation: We recommend that the Department pay all first time claimants of Universal Credit a “starter payment” equivalent to three weeks of the Standard Allowance of Universal Credit. This payment should be made two weeks after the initial claim, and only …

Gov response: There is not a need for a starter payment in UC as New Claim Advances are available urgently to claimants if they are in need of financial help. As a result, nobody has to wait …

Work and Pensions Committee

Recommendation: We have considered the various options carefully. In recommending a course of action, we have chosen an approach which offers simplicity: a simple amount of money, so it is clear to claimants what they can expect, and a simple process, …

Gov response: There is not a need for a starter payment in UC as New Claim Advances are available urgently to claimants if they are in need of financial help. As a result, nobody has to wait …

Work and Pensions Committee

Recommendation: The evidence we received was overwhelmingly in favour of some form of initial, non-repayable payment for new Universal Credit claimants. That would give new claimants the money they need for basic living essentials like food and heating, without requiring them …

Gov response: DWP works with HM Treasury to address any technical barriers in order to ensure that Advances are included in the scheme from its launch, so that UC claimants can benefit from the support it offers …

Under Consideration

Work and Pensions Committee

Recommendation: We recommend that DWP set out, in response to our report, a detailed analysis of how our recommended approach could work in practice. It should also assess how the costs of this approach would compare with the costs of its …

Gov response: No one has to wait 5 weeks to receive money through UC and advances are available from day 1 of a claim for those who need it, with many claimants receiving funds within 72 hours. …

Work and Pensions Committee

Recommendation: We recommend that DWP should eliminate the five week wait for all claimants moving to Universal Credit through managed migration, including for claimants moving from tax credits. Those claimants should continue to receive their existing benefits during their first monthly …

Gov response: No one has to wait 5 weeks to receive money through UC and advances are available from day 1 of a claim for those who need it, with many claimants receiving funds within 72 hours. …

Work and Pensions Committee

Recommendation: We also heard evidence which suggests that people on Universal Credit are more likely to have rent arrears than people still claiming legacy benefits. The Department’s own data show that, while some people who come onto Universal Credit have pre-existing …

Gov response: As ministers have updated the Committee previously, the Department reallocated resources to prioritise its response to the COVID-19 pandemic. The Department will not be conducting nor commissioning any research. This included the introduction of significant …

Work and Pensions Committee

Recommendation: The Trussell Trust’s data, described by the National Audit Office as the best research it has seen, establishes an association between Universal Credit and food bank use. We share the National Audit Office’s view that the Department should conduct further …

Gov response: Ministers meet stakeholders regularly, and listen carefully to their views and research. As part of the Central Government Corporate Transparency Commitments, these Ministerial meetings with stakeholders, are published on a quarterly basis. This information can …

Work and Pensions Committee

Recommendation: DWP has previously adopted a sceptical attitude towards the evidence linking food bank use with Universal Credit. The Minister has now recognised that the Department needs to do more to improve its understanding of the what causes food bank use …

Gov response: The Department has still not published its own analysis of the drivers of foodbank use, which it commissioned in 2018 and which it originally planned to publish in October 2019. We recommend that the Department …

Work and Pensions Committee

Recommendation: The evidence we heard suggests that the Department’s engagement with disabled people on developing its National Strategy for Disabled People has been poor. We recommend that the Department immediately accept SSAC’s proposal for a protocol for engaging with disabled people. …

Gov response: The Cabinet Office based Disability Unit has led development of the National Disability Strategy, working across government and reporting to DWP Ministers. The National Disability Strategy was published on 28 July 2021 and aims to …

Work and Pensions Committee

Recommendation: It is encouraging to hear that the Department is beginning to take steps to rebuild its relationship with disabled people. But the Department still has a long way to go. Effective and meaningful engagement with disabled people, when developing policy …

Gov response: Recommendation The evidence we heard suggests that the Department’s engagement with disabled people on developing its National Strategy for Disabled People has been poor. We recommend that the Department immediately accept SSAC’s proposal for a …

Work and Pensions Committee

Recommendation: Sanctions can have a negative impact not only on disabled people’s employment prospects, but on their overall wellbeing. The Minister told us that the conditionality regime forms part of a “menu of support” and that sanctions are only used as …

Gov response: Recommendation DWP should set out the evidence in support of its new sanction approach, what involvement disabled people had in developing it, and what plans it has to evaluate it. It should also provide its …

Work and Pensions Committee

Recommendation: The Work Capability Assessment (WCA) is not fit for purpose. The fact that a majority of appeals against fit for work decisions are successful is evidence that it is not achieving its aim of supporting disabled people who can and …

Gov response: Recommendation The Work Capability Assessment (WCA) is not fit for purpose. DWP should use the Green Paper as a starting point to carry out wholesale reform of the WCA. Response The Green Paper explores how …

Work and Pensions Committee

Recommendation: As part of its evaluation, to improve the effectiveness of the scheme, we recommend that the Department should establish an independent body to carry out objective external assessments of Disability Confident employers at levels 2 and 3 to monitor whether …

Gov response: Kickstart Scheme is open to claimants with a disability Young people with a disability or health condition on Universal Credit who wish to take up the opportunity of a Kickstart job can discuss what roles …

Under Consideration

Work and Pensions Committee

Recommendation: By the Department’s own admission, it is not possible to know whether Disability Confident is having any meaningful beneficial impact on the employment prospects of disabled people. As part of its evaluation, the Department should explore ways in which it …

Gov response: Analysis has already been undertaken, by the ONS, to estimate the association between self-reported disability and deaths involving COVID-19. The following article concluded that a combination of factors (residence type, geography, socio-demographics, and health conditions) …

Under Consideration

Work and Pensions Committee

Recommendation: The ONS’ Labour Force Survey (LFS) is currently unable to capture how people affected by the same broad symptom groups, such as energy limitation, are in employment. This is because the questions in the survey focus on medical diagnosis rather …

Gov response: The National Disability Strategy focuses on the issues that disabled people have told us matter to them across all aspects of their daily lives, including employment. Pay gaps are caused by a range of factors, …

Under Consideration

Work and Pensions Committee

Recommendation: We welcome the fact that questions about autism have been added to the ONS Labour Force Survey, which will enable the Government to collect more detailed data about autistic people’s experiences of work. The Government should commit to publishing this …

Gov response: We know that reporting and transparency on the recruitment, retention, and promotion of disabled people, and creating positive and disability inclusive workplace environments, has lots of potential benefits. We know some businesses are in favour …

Under Consideration

Work and Pensions Committee

Recommendation: In isolation, however, even the measures underlying this target do not give a full picture of the Government’s progress on disability employment or disabled people’s experiences of work. Instead of relying on a single measure, the Government should collect data …

Gov response: We note the distinction in thinking about symptoms and diagnosis. In the case of PIP (Personal Independence Payments), the focus on function and ability demonstrates our commitment to symptoms, not diagnoses. Data on employment, disability …

Under Consideration

Public Accounts Committee

Recommendation: The Department is not sufficiently transparent about the impact and take-up of its schemes at a local level. We recognise that good-quality evaluations can be challenging to deliver, and that measuring the impact of a programme can take years. We …

Gov response: 1. The BBC appears complacent about the threat it faces from declining audiences. Each year people spend less time watching BBC TV and 200,000 more households choose to opt out of paying for the licence …

Under Consideration

Welsh Affairs Committee

Recommendation: In the interests of the young people considering taking part in the Welsh Government’s Basic Income pilot, the DWP and the Welsh Government should work together to conduct an impact assessment on the benefits received and the amount of taxes …

Gov response: The Department for Work and Pensions has advised the Welsh Government how Universal Credit would be affected by payments under the proposed basic income pilot. HMRC has similarly advised about the treatment of taxation.

Welsh Affairs Committee

Recommendation: The UK Government should take forward the recommendations of the In-Work Commissioner and review how the taper rate and work allowances can best support in-work progression.

Gov response: The UK Government is committed to helping workers progress into higher pay. It will respond to Baroness McGregor-Smith’s recommendations shortly. In the latest Spending Review in October 2021, the UK Government announced that £99m would …

ICIBI Immigration Recommendations (3)

An inspection of the Home Office’s use of sanctions and penalties

The Home Office should: 1. Carry out a co-ordinated review of current BICS sanctions and penalties, starting with a clear statement of the specific objective(s) of each measure and how …

An inspection of the Home Office’s processing of family visas September 2021 …

3. Review and update the existing Equality Impact Assessment (EIA) for Appendix FM to understand the impact on applicants and their dependents who:

An inspection of the Home Office’s Afghan resettlement schemes (October 2022 – …

The Home Office should: ensure that all significant policy updates or developments (as defined in the ‘Home Office Public Sector Equality Duty and Equality Impact Assessment guidance’) in Afghan resettlement …

IOPC Learning Recommendations (1)

Recommendation - Greater Manchester Police, November 2025

The IOPC recommends that Greater Manchester Police (GMP) should develop guidance for officers when they work with external agencies and utilise policing powers on their behalf. This follows an IOPC review of a complaint handled by investigation by GMP whereby …

NAO Audit Recommendations (41)

Department for Work and Pensions Annual Report and Accounts 2020-21

Produce fraud and error impact statements for any significant policy changes. Where changes require the approval of Parliament, the Department should set out in the public business case and any explanatory memorandum the fraud and error consequences of any new …

Department for Work and Pensions Annual Report and Accounts 2020-21

Set annual targets for the gross levels of fraud and error and amounts detected over a three-year time horizon. These should be based on the individual strategies and the expected successful delivery of its plans to control fraud and error, …

Department for Work and Pensions Annual Report and Accounts 2020-21

Gather evidence on and analyse the cost-effectiveness of each fraud and error control.

Child Maintenance

The Department should: a) investigate why fewer people are taking-up CMS than expected and tackle any inappropriate barriers that prevent families using its services. In particular, it should: • research ways in which more people who do not have effective …

Partially accepted

Department for Work and Pensions Annual Report and Accounts 2020-21

Supplement MVFE estimates with estimates of the fraud and error that is not included. Types of fraud and error not included (e.g. Universal Credit advances, hidden economy earnings) should be listed and, wherever possible, estimated.

Department for Work and Pensions Annual Report and Accounts 2020-21

Put in place a measurement for detected underpayments across all benefits.

Partially accepted

Department for Work and Pensions Annual Report and Accounts 2020-21

Ensure that tackling fraud and error is part of claimant-facing staff job design. This should be built into job descriptions, with the right supporting tools andincentives, so that front-line staff recognise that tackling fraud and error is an integral part …

Department for Work and Pensions Annual Report and Accounts 2020-21

Factor in fraud and error in its resourcing decisions. The Department should consider the fraud and error impacts in its supply and demand modelling for staffng levels, so that it can demonstrate that it has achieved the value-for-money level of …

Department for Work and Pensions Annual Report and Accounts 2020-21

Ensure that behavioural insights are used extensively in the design of controls to drive claimants towards more compliant behaviours. The Department should seek to understand how claimants respond to the interactions that they have with the Department and tweak controls …

Department for Work and Pensions Annual Report and Accounts 2020-21

Perform an assessment of the fraud and error costs of using its legacy systems. The Department needs to understand the impact of not being able to make improvements to its control environment due to the inflexibility of its legacy IT …

Department for Work and Pensions Annual Report and Accounts 2020-21

Introduce a rolling programme to review all its products and services to assess whether their regulations could be altered to help better address fraud and error. Potential barriers created by legislation should also be considered.

Partially accepted

Department for Work and Pensions Annual Report and Accounts 2020-21

Ensure that its benefit strategies set out an appropriate balance between deter, prevent and detect controls and the plans for improving each.

Department for Work and Pensions Annual Report and Accounts 2020-21

Set as its ultimate goal having and demonstrating it has a cost-effective control environment to counter-fraud and error. This will help to engage Parliament on the issue of regularity. At present, the recorded levels of fraud and error are at …

Department for Work and Pensions Annual Report and Accounts 2020-21

• improve the way it uses information from quality checks and explore how it can better use claimant and pensioner contact to identify systemic issues affecting payment accuracy.

Department for Work and Pensions Annual Report and Accounts 2020-21

• undertake a full lessons-learned exercise and make appropriate amendments to processes and controls to ensure such underpayments do not occur in future; and

Department for Work and Pensions Annual Report and Accounts 2020-21

• report the level of fraud identified in all cases subject to eased controls and retrospectively reviewed, to ensure transparency of the fraud and error costs of COVID-19; and

Department for Work and Pensions Annual Report and Accounts 2020-21

• assess the level of fraud and error in advances payments made during the pandemic, to ensure appropriate action can be taken against those who have sought to fraudulently obtain benefts;

Child Maintenance

g) develop its approach to managing the quality of the statutory service to support its planned transformation. Our review of the CMS’s operational management suggested that Department should: • develop its understanding of customers’ needs and what actions are most …

Child Maintenance

f) develop its counter-fraud and error strategy. Child maintenance payments are between parents and not public money. The risk of customer fraud and error is limited by the controls the Department already has in place. Nonetheless the Department can learn …

Child Maintenance

e) review its write-off strategy for the Collect & Pay service child maintenance arrears. No child maintenance debt strategy will be without problems. The current approach will inevitably mean ever-increasing debts being recorded for unpaid maintenance that parents will never …

Child Maintenance

d) continue to improve the effectiveness of Collect & Pay collection and enforcements. The Department has already reduced its processing times and identified further ways it can improve its collection and enforcement. It should continue these and also: • map …

Child Maintenance

c) improve the effectiveness of Direct Pay arrangements. Direct Pay is designed to be a lighter touch approach and the Department does not monitor every payment. However, it can improve its understanding of the effectiveness of these arrangements and its …

Partially accepted

Child Maintenance

b) assess the affordability and interaction of child maintenance with the welfare system. The rates used to calculate maintenance have not been changed since 1998 and can conflict with the wider aims of the welfare system. Changing this methodology and …

Partially accepted

Department for Work and Pensions Annual Report and Accounts 2020-21

Continue to employ Test and Learn, and iterate its approach to tackling fraud and error. This should enable the Department to collate evidence about what is and is not cost-effective to implement at the level of each control and fraud …

Department for Work and Pensions Annual Report and Accounts 2020-21

I will report further on the systemic underpayment of State Pension later in 2021. As the Department progresses its work on this it should: • ensure clear communications and prompt redress for those affected;

Department for Work and Pensions Annual Report and Accounts 2020-21

• ensure that where overpayments have been identifed, including from retrospective review or criminal attack, there is clear and prompt communication with claimants about the resulting debt they owe;

Department for Work and Pensions Annual Report and Accounts 2020-21

The Department’s response to the impact of the COVID-19 pandemic has ensured that those in need received prompt support. However, delivering this support without face-to-face engagement and with control easements led to a signifcant increase in the level of fraud …

Implementing employment support schemes in response to the COVID-19 pandemic

b) monitor how far employment support schemes protect jobs, recognising that the approach may need to adapt rapidly in response to how the pandemic evolves over the coming months;

Implementing employment support schemes in response to the COVID-19 pandemic

To learn from their experience in implementing the employment support schemes, and to protect taxpayer interests HM Treasury and HMRC should: a) consider how to ensure that reliable data covering as many people as possible can be used to determine …

Progress in implementing Universal Credit

DWP should put in place arrangements, informed by its research and testing, to provide effective support for DWP legacy benefit claimants as potentially more vulnerable claimants move to UC.

Progress in implementing Universal Credit

DWP should continue the research and testing needed to develop a better understanding of why some legacy benefit claimants do not claim UC and take prompt action, where the evidence indicates it is needed, to adapt its approach and address …

Progress in implementing Universal Credit

DWP should update its cost and benefit estimates to reflect the impact of the delay to the move of ESA claimants to UC.

Progress in implementing Universal Credit

DWP should continue to build its evidence base on how effectively UC is working, through monitoring, research and evaluation, as part of its ongoing work on benefits realisation generally and on assessing labour market impact specifically.

Driver & Vehicle Licensing Agency Annual Report & Accounts 2021-22

HM Treasury should use the findings from the call for evidence, initiated over two years ago, to determine the most suitable future of VED both in respect of any tactical opportunities to improve decarbonisation incentives and to address the long-term …

The UK border: Post UK-EU transition period

• Continue to monitor and understand the impact of new border arrangements on trade flows, industry sectors and the wider UK economy. This should inform a strategic approach to the withdrawal of existing support and the introduction of any further …

The administrative cost of the tax system

HMRC should publish its estimates of the costs of the tax system to businesses and individuals, and explore how it could identify the burdens on compliant individual taxpayers

Partially accepted

The administrative cost of the tax system

HMRC should take a whole-system view of the cost-effectiveness of the tax system when making administrative changes or advising on policy changes. HMRC should be clear when it is placing increased requirements on taxpayers or intermediaries about the estimated costs …

Partially accepted

The Restart scheme for long‑term unemployed people

e) consider reducing the level of contact participants have with jobcentres. It should update its assessment of the cost-effectiveness of participants continuing to attend both the provider and the jobcentre fortnightly, taking into account the impact on the participant?s incentives …

The Restart scheme for long‑term unemployed people

d) Improve its understanding of which claimants are suitable for employment support. It should use the data it has collected on people who were not referred to Restart to help inform expectations about the number of claimants who would benefit …

Delivery of employment support schemes in response to the COVID-19 pandemic

In determining how the government should respond in a future crisis: i) HMRC should identify the data it would need to increase accessibility of future schemes and reduce deadweight costs and error and fraud. It should consider plans to improve …

Delivery of employment support schemes in response to the COVID-19 pandemic

h) [HM Treasury should] when designing similar grant schemes in the future, devise measurable financial impact tests for consideration by ministers. Where data are not available to validate eligibility we would normally expect a self-assessment of expected income to be …

IMB Recommendations (5)

Peterborough (Women) (2021)

The use of short sentences should be examined critically in terms of their effectiveness versus the impact on families and society.

Ministry of Justice

Eastwood Park (2023)

Are there plans to improve probation services so that women with short sentences are not sent to prison but given community orders to prevent them losing their homes and families, as happens in many cases?

Ministry of Justice

Fosse Way (2024)

Prison population changes, such as the early release scheme, have had a huge impact on management and staff, through a significantly increased workload. Before making these decisions, what consideration does the Minister give to the individuals in the prisons affected?

Fosse Way (2024)

Prison population changes, such as the early release scheme, have had a huge impact on management and staff, through a significantly increased workload. Before making these decisions, what consideration does the Minister give to the individuals in the prisons affected?

Ministry of Justice

East Sutton Park (2025)

What assessment has the Minister made of the impact of the Female Offender Strategy Delivery Plan on the number of women receiving short custodial sentences? Has the plan contributed to any reduction such sentences?

Ministry of Justice

Detention Investigations (1)

Review into the Welfare in Detention of Vulnerable Persons — Rec 54

The Home Office should draw up a research strategy for immigration detention. In particular, it should consider commissioning clinical studies on the impact of detention upon women, and research aimed at improving models of care.

Immigration Detention

PHSO Casework Decisions (106)

P-001325 — Department for Work & Pensions

Mr A complained that the Department for Work & Pensions stopped his Income Support in June 2016, and did not process any of his further applications. He says this prolonged the financial hardship he experienced and caused significant distress.

UK Government Upheld Mar 2022

P-003055 — Department for Work and Pensions

Mr A complains that since August 2021 the DWP failed to pay him the correct amount of rent through an Alternative Payment Arrangement (APA).

UK Government Oct 2024

P-003180 — Department for Work and Pensions

Mr L complains that DWP failed to assess him for Income Related Employment and Support Allowance (ESA) in 2012 and 2016. He also says in 2016 it wrongly advised him that claiming his occupational pension early would not affect his ESA entitlement.

UK Government Partly Upheld Nov 2024

P-003296 — Department for Work and Pensions

Miss A complains about the DWP’s actions between April 2021 and January 2022. She says on 21 April 2021 DWP retrospectively closed her Universal Credit account and claim from 3 April 2021 incorrectly and without any notice.

UK Government Upheld Jan 2025

P-001749 — HM Revenue and Customs

Ms I complains that HMRC refused to consider evidence she provided in January 2020 that proved her children were living with her. She says that as a result, HMRC closed her tax credits claim and she is now in significant arrears.

UK Government Jan 2023

P-001706 — Department for Work and Pensions

Mr U complains DWP wrongly applied sanctions to his universal credit claim and that staff were rude to him during an appointment.

UK Government Jan 2023

P-001912 — Department for Work and Pensions

Mr A complains DWP wrongly sanctioned him between 2018 and 2019 and underpaid him benefits. He also complains DWP’s compensation offer is not enough due to the financial hardship he faced.

UK Government Mar 2023

P-001853 — Department for Work and Pensions

Mrs X complains about how DWP dealt with a fraudulent universal tax credit claim made in the name of her daughter.

UK Government Mar 2023

P-003887 — Department for Work and Pensions

Mr A and Dr A complain that DWP has not done enough to support them with applying for Carer’s Allowance, Attendance Allowance and Support for Mortgage Interest (SMI).

UK Government Jul 2023

P-003143 — Department for Work and Pensions

Mrs O complains about the level of compensation DWP offered her mother after it failed to pay her the Disability Living Allowance she was entitled to for eight years.

UK Government Nov 2024

P-003232 — Department for Work and Pensions

Miss A complains that DWP wrongly said she had failed to declare her Teacher’s Pension in her Universal Credit application. She also complains about its decision to begin a fraud investigation against her during the COVID-19 pandemic.

UK Government Dec 2024

P-003307 — Department for Work and Pensions

Mr T complained about misinformation regarding Limited Capability for Work Related Activity (LCWRA) payments, given to him by the DWP. He said he was told payments would be backdated to when he first declared a medical condition.

UK Government Jan 2025

P-003293 — UK Visas and Immigration (UKVI)

Mr G complains UKVI incorrectly applied a ‘no recourse to public funds’ condition when it granted him leave to remain in the UK. Mr G said UKVI’s error meant he was ineligible to claim tax credits between April 2014 and August 2017.

UK Government Upheld Jan 2025

P-003389 — UK Visas and Immigration (UKVI)

Mrs D complains that UK Visas and Immigration (UKVI) incorrectly applied a ‘no recourse to public funds’ condition when it granted her limited leave to remain. This meant she was unable to claim benefits.

UK Government Upheld Feb 2025

P-003632 — Department for Work and Pensions

Mrs X complains the Department for Work and Pensions misadvised her about moving from Disability Living Allowance to Personal Independence Payments from 2015 to 2018.

UK Government Partly Upheld Jun 2025

P-003715 — Department for Work and Pensions

Mr N says he received incorrect advice about his Employment Support Allowance claim when he called to say he had moved. He also complains the DWP did not review the entitlement decision.

UK Government Jul 2025

P-004559 — Child Maintenance Service (CMS)

Mrs A complains CMS failed to take enforcement action on outstanding arrears owed to her. She also complains CMS delayed in progressing her request to reconsider its reduction of the maintenance payments in July 2023. Mrs A is further unhappy CMS failed to respond to her complaint letters.

UK Government Dec 2025

P-001131 — HM Revenue & Customs

Mr H complains about HMRC's decision not to award him the self-employed income support scheme (SEISS) grant in June 2020.

UK Government Oct 2021

P-001133 — HM Revenue & Customs

Mr W complained about HMRC's decision that he was not eligible for the Self-Employed Income Support Scheme in May 2020, and that the Adjudicator's Office did not consider his circumstances or investigate the issue.

UK Government Oct 2021

P-001225 — HM Revenue & Customs

Mrs B complains that HM Revenue & Customs (HMRC) wrongly refused her applications for the Self-Employed Income Support Scheme grant several times, even though she is self-employed. She says she has missed out on income due to the coronavirus pandemic.

UK Government Dec 2021

P-001221 — HM Revenue & Customs

Mr O complained about HM Revenue & Customs (HMRC) and its decision that he was not eligible for the Self-Employed Income Support Scheme (SEISS) grant in May 2020. Mr O also complained about misinformation HMRC gave him, and its complaint handling.

UK Government Dec 2021

P-001260 — HM Revenue & Customs

Mrs A complained about HM Revenue & Customs' (HMRC) decision to refuse her Self-Employment Income Support Scheme grant application in May 2020. Mrs A says her application was declined because HMRC believed she was in receipt of extra income during the 2018/19 tax year.

UK Government Jan 2022

P-001323 — HM Revenue & Customs

Mr R complained HM Revenue & Customs declined his Coronavirus Job Retention Scheme (CJRS) application, even though he says he was eligible for it.

UK Government Mar 2022

P-001361 — HM Revenue & Customs

Mr J complained that HMRC failed to consider his exceptional circumstances when it decided to not award him the Self-employment Income Support Scheme (SEISS). Further, he complains HMRC and the Adjudicator's Office did not address his concerns in their responses to his complaint.

UK Government Upheld Apr 2022

P-001398 — Department for Work & Pensions

Mrs O complains on behalf of Mr O that the DWP failed to take into consideration his terminal ill diagnosis and severe ill health when pursuing an overpayment of pension credit.

UK Government Partly Upheld May 2022

P-001564 — HM Revenue and Customs

Mr R says HMRC did not do enough to tell employers about the deadline for claims up to June 2020, under the Coronavirus Job Retention Scheme (CJRS). He complains HMRC refused his claim as out of time although he did not know about the deadline.

UK Government Oct 2022

P-003847 — HM Revenue and Customs

Mr A complains HMRC unfairly declined access to the Self-Employment Income Support Scheme (SEISS) because he did not submit a tax return on time.

UK Government Jul 2023

P-003828 — Child Maintenance Service

Mr I complains that CMS claimed maintenance from him when he was unemployed. He also complains it charged him extra sums to collect payments despite him paying his ex-partner directly.

UK Government Jul 2023

P-002504 — Home Office

Ms G complains the Home Office’s Windrush Compensation Scheme awarded her the wrong amount of compensation for her loss of access to employment and the impact on her life. She also complains the Home Office did not tell her she could ask it to review the final award.

UK Government Mar 2024

P-002759 — Home Office

Mr J complains about the Home Office’s Windrush Compensation Scheme (the WCS) decision to reject his claims across four categories.

UK Government Jul 2024

P-002976 — Child Maintenance Service (CMS)

Mr R complains CMS used outdated figures to calculate his liability for child maintenance. He also complains that it did not consider the money his ex-wife owed him while his daughter was living with him.

UK Government Sep 2024

P-002978 — HM Revenue and Customs

Miss L complains on behalf of Mrs T about HMRC’s decision to find her not eligible for the fourth and fifth grant under the Self Employment Income Support Scheme.

UK Government Sep 2024

P-002989 — Department for Work and Pensions

Mrs R complains the DWP gave her incorrect information in 2012 when it told her she needed to have reached pension age to be able to claim bereavement benefits.

UK Government Sep 2024

P-003378 — HM Revenue and Customs

Miss E complains about HMRC’s decision to reduce her entitlement to tax credits, despite providing evidence of childcare costs. Miss E also complains HMRC did not accept her mandatory reconsideration request of the entitlement decision for the 2016-2017 tax year.

UK Government Feb 2025

P-003376 — Home Office

Mrs U says the Home Office wrongly refused her compensation claim under the Windrush Compensation Scheme. She is also concerned that she was issued with a Jamaican passport and not a British one in 1979.

UK Government Feb 2025

P-003519 — Home Office

Miss D’s complaint to the Home Office concerns the loss of her job and pension after she was unable to prove her immigration status. She was awarded compensation under the Windrush Compensation Scheme but believes the amount was not enough, particularly regarding ‘Loss of Access to Employment’ and ‘Impact on …

UK Government Apr 2025

P-003575 — Home Office

Mr A complains about how the Windrush Compensation Scheme handled his claim. He complains it overlooked that the Home Office did not stamp his Jamaican passport with an ‘Indefinite Leave to Remain’ stamp when he applied for a new passport in the 1970s.

UK Government May 2025

P-003707 — HM Revenue and Customs

Mr M complains that the information given to him by HMRC was misleading and led to him making a decision that cost him almost £12,000 in tax.

UK Government Jul 2025

P-004311 — Home Office

Mr A complains about the WCS' consideration of his 'Impact on life' and 'Loss of employment' claims. He says it did not consider the evidence properly.

UK Government Nov 2025

P-004319 — Home Office

Mr E complains about the Home Office's Windrush Compensation Scheme and that it has not properly considered his claim or taken it as seriously as it should have done.

UK Government Nov 2025

P-004445 — Home Office

Ms S complains the Home Office made the wrong decision on her Windrush Compensation claim for compensation. She also complains about the application process being difficult and delays by the Home Office.

UK Government Dec 2025

P-004485 — Department for Work and Pensions

Mr V complains about DWP’s decision to request refund of a Universal Credit (UC) Advance payment. He explains he needed the loan due to DWP’s error to migrate him to UC, before agreeing he could return to Employment and Support Allowance (ESA).

UK Government Dec 2025

P-004657 — Department for Work and Pensions

Mr B complains that between April and May 2023, DWP ignored his journal entries relating to a job change resulting in him receiving unnecessary and troubling journal messages. It also continued to send him attendance and interview requests despite him submitting a valid doctor’s certificate

UK Government Jan 2026

P-004634 — Department for Work and Pensions

Mr U tells us the Department for Work and Pensions (DWP) wrongly advised him to claim Universal Credit (UC) in November 2017, and this move resulted in a loss of income.

UK Government Jan 2026

P-001481 — The Adjudicator's Office

Ms K complained HMRC’s maladministration resulted in her not being eligible for the Self-Employment Income Support Scheme (SEISS)

UK Government Jul 2022

P-001707 — Department for Work and Pensions

Mr B complains DWP incorrectly said a payment it made to him in June 2020 was an overpayment, and then asked him to return it. He also complains about DWP's service after it made a decision on his application for a Personal Independence Payment (PIP).

UK Government Jan 2023

P-001847 — Department for Work and Pensions

Mr R complains DWP incorrectly refused to reimburse legal fees he paid in pursuing a Judicial Review (JR). He also complains DWP refused to compensate him fully for the distress and lost time time linked with pursuing the JR.

UK Government Jan 2023

P-001921 — Independent Assessment Services

Ms O complains IAS took too long to assess her for a Personal Independence Payment (PIP).

UK Government Upheld Mar 2023

P-002348 — Child Maintenance Service (CMS)

Mr A complains that the CMS has not properly compensated him for not telling him until August 2019 that his maintenance case closed in August 2018.

UK Government Upheld Dec 2023

P-002395 — Child Maintenance Service (CMS)

Mr D complains that CMS did not follow the correct process when putting a Deduction from Earnings Order in place.

UK Government Jan 2024

LGO / SPSO Decisions (763)

21-010-849 — Wyre Borough Council

Summary: We will not investigate Mr X’s complaint that the Council failed to properly advise him about a COVID-19 business grant scheme. This is because there is no evidence of fault by the Council and its actions did not cause Mr X significant injustice.

LGO (Local Government & … Benefits And Tax Jan 2022

21-009-799 — London Borough of Bexley

Summary: We found fault with the Council in the way it handled Mrs X’s appeal against a decision to refuse her a discretionary housing payment (DHP). There was also a lack of information on the Council’s website. This caused Mrs X avoidable confusion. To remedy the injustice, the Council will …

LGO (Local Government & … Benefits And Tax Upheld May 2022

21-000-001 — London Borough of Southwark

Summary: Mr B complained that the Council refused his applications for discretionary housing payments (DHPs) for help with housing costs and for a deposit on a flat. We found no grounds to question the Council’s decision in relation to Mr B’s applications for DHPs for help with rent but the …

LGO (Local Government & … Benefits And Tax Upheld May 2022

22-003-735 — Darlington Borough Council

Summary: We will not investigate this complaint about eligibility for the hardship support fund. This is because there is insufficient evidence of fault by the Council.

LGO (Local Government & … Benefits And Tax Jul 2022

23-015-745 — London Borough of Southwark

Summary: Mrs H complains the Council allowed her application for a disability band reduction on her council tax, but later said it had made an error and she did not qualify for a reduction. But she had reasons why the Council’s decision was wrong. Our decision is there was fault …

LGO (Local Government & … Benefits And Tax Upheld Aug 2024

24-007-115 — London Borough of Brent

Summary: Mrs X complained about the way the Council assessed her request for a Discretionary Housing Payment. Mrs X says this caused her distress and financial losses. We have found fault in the Councils actions for failing to confirm if Mrs X received either Housing Benefit or Universal Credit before …

LGO (Local Government & … Benefits And Tax Upheld Mar 2025

24-013-910 — Wirral Metropolitan Borough Council

Summary: Mrs B complained the Council told her she was entitled to council tax support (CTS), but later told her she was not, resulting in a large overpayment. There was fault by the Council. It delayed reviewing Mrs B’s CTS entitlement after it had received a notification her circumstances had …

LGO (Local Government & … Benefits And Tax Upheld Jun 2025

25-001-989 — Royal Borough of Kingston upon Thames

Summary: We cannot investigate Ms X’s complaint about the handling of her Jobseeker’s Allowance claim because it lies outside our jurisdiction. This is because the complaint is not about an administrative function of the Council. The Council is not responsible for the issues raised as it is about decisions made …

LGO (Local Government & … Other Categories Jul 2025

201508911 — Glasgow City Council

Mr C applied to the council for a Community Care Grant from the Scottish Welfare Fund after moving into a new, unfurnished home. He was initially awarded the majority of items he requested but was refused others, including hallway and bathroom carpets, a washing machine, and a microwave. Dissatisfied with …

SPSO (Scottish Public Se… Local Government Upheld Jun 2016

25-011-287 — Warwickshire County Council

Summary: We will not investigate this complaint about the Council’s decision to decline Mr X’s application for its local welfare scheme. This is because an investigation would be unlikely to find fault with the Council’s actions.

LGO (Local Government & … Benefits And Tax Jan 2026

21-001-407 — London Borough of Bexley

Summary: Miss Y complains about the Council’s decision to refuse her application for a Discretionary Housing Payment while she was pregnant and caring for a young child. The Ombudsman finds fault by the Council, which caused Miss Y distress and uncertainty. This is because we find the Council failed to …

LGO (Local Government & … Benefits And Tax Upheld Jan 2022

21-004-397 — London Borough of Islington

Summary: Mr X complained the Council wrongly refused his application for the Additional Restrictions Grant causing him financial hardship. There is no evidence of fault in how the Council considered Mr X’s application.

LGO (Local Government & … Benefits And Tax Not Upheld Jan 2022

21-002-086 — Burnley Borough Council

Summary: Mrs X complained that the Council wants her to repay a business grant it awarded her. She said the Council did not properly consider her evidence, and will not let her repay it in instalments. Mrs X said the situation made her ill, caused her to lose sleep, and …

LGO (Local Government & … Benefits And Tax Upheld Jan 2022

21-015-507 — Medway Council

Summary: We will not investigate this complaint about the suspension and termination of Mrs X’s housing benefit claim. It is reasonable for Mrs X to appeal to the independent First-Tier benefits tribunal about the decision that she is no longer entitled to benefit for the period in question.

LGO (Local Government & … Benefits And Tax Feb 2022

21-006-085 — London Borough of Lambeth

Summary: Ms C complained about the Council’s response when she requested a discretionary council tax reduction. We found some fault with the way the Council handled her request. We also found fault with the Council for a delay making reasonable adjustments for Ms C. The Council agreed actions to remedy …

LGO (Local Government & … Benefits And Tax Upheld Feb 2022

21-002-315 — North Tyneside Metropolitan Borough Council

Summary: Mr X complained the Council unfairly excluded home-based businesses from its COVID-19 Local Restrictions Support Grant scheme. He also said the Council gave misleading information about its grant schemes and failed to exercise discretion. The Ombudsman found the Council was at fault for not keeping a record of its …

LGO (Local Government & … Benefits And Tax Upheld Feb 2022

22-004-485 — Canterbury City Council

Summary: We will not investigate this complaint about the Council’s actions in holding properties liable for council tax because the matter affects all or most of the population of the area.

LGO (Local Government & … Benefits And Tax Jul 2022

22-004-563 — Stockton-on-Tees Borough Council

Summary: We cannot investigate this complaint about the Council’s council tax reduction policy as its provisions can only be challenged by judicial review. Miss X can appeal to the Valuation Tribunal in respect of the Council’s decision on council tax liability and the amount it has awarded her in terms …

LGO (Local Government & … Benefits And Tax Jul 2022

21-017-081 — Luton Borough Council

Summary: Miss X complained the Council was wrong to pursue an overpayment of a discretionary housing payment. This caused her distress time and trouble. We find fault as the Council did not properly consider whether it should recover the overpayment. The Council offered to write off the overpayment. The Council …

LGO (Local Government & … Benefits And Tax Upheld Jul 2022

22-003-992 — Thanet District Council

Summary: We will not investigate this complaint about the Council’s enforcement agents visiting Mr X about debts he did not owe. This is because the Council has agreed our invitation to provide a suitable remedy for the injustice its faults caused.

LGO (Local Government & … Benefits And Tax Upheld Aug 2022

22-005-397 — Welwyn Hatfield Borough Council

Summary: We will not investigate this complaint about the Council’s decision to only provide discretionary energy rebate payment to individuals who received council tax support before, or on, 1 April 2022. This is because there is insufficient evidence of fault to justify an investigation.

LGO (Local Government & … Benefits And Tax Aug 2022

22-006-322 — Dorset Council

Summary: We will not investigate this complaint about a council tax banding change. This is because it is unlikely that we would find fault. It is reasonable to expect Miss Y to appeal to the Valuation Tribunal, and any remaining injustice is not significant enough to warrant our investigation.

LGO (Local Government & … Benefits And Tax Sep 2022

22-002-879 — City of Bradford Metropolitan District Council

Summary: Mrs X complained the Council delayed in sending her application for Attendance Allowance to the Department for Work and Pensions. The Council was at fault for a six week delay. This meant Mrs X received her benefit later than she reasonably could have done. The Council has already apologised …

LGO (Local Government & … Adult Care Services Upheld Sep 2022

22-007-172 — Chorley Borough Council

Summary: We will not investigate this complaint about the Council’s decision that the complainant is not eligible for the £150 energy rebate. This is because there is insufficient evidence of fault by the Council.

LGO (Local Government & … Benefits And Tax Sep 2022

22-008-514 — City of Bradford Metropolitan District Council

Summary: We will not investigate Mr B’s complaint that the Council has wrongly sent a council tax demand to him rather than his landlord. This is because it is reasonable for Mr B to put in an appeal to the Valuation Tribunal.

LGO (Local Government & … Benefits And Tax Sep 2022

22-007-444 — London Borough of Barnet

Summary: We will not investigate Mr X’s complaint the Council delayed in crediting his council tax account or refunding him with £77.95 which he had overpaid in 2015. There is insufficient injustice. Mr X complains late about the general handling of his council tax account at a previous address in …

LGO (Local Government & … Benefits And Tax Sep 2022

23-015-598 — London Borough of Enfield

Summary: Mr X complains about the Council’s refusal to award him an energy rebate causing him distress and financial hardship. We fault in the way the Council considered Mr X’s entitlement to the energy rebate payment and gave him incorrect information about the scheme. The Council has offered a suitable …

LGO (Local Government & … Benefits And Tax Upheld May 2024

23-018-931 — East Devon District Council

Summary: We will not investigate this complaint about a Discretionary Hardship Payment as there is no evidence of fault by the Council.

LGO (Local Government & … Benefits And Tax Jun 2024

24-007-104 — London Borough of Bexley

Summary: We will not investigate Ms X’s complaint about recovery of housing benefit overpayment. A complaint about the original decision in 2022 is late. The Council has recently offered to review the decision if Ms X provides additional information. It is reasonable for her to accept this offer.

LGO (Local Government & … Benefits And Tax Sep 2024

23-013-601 — Birmingham City Council

Summary: We will not investigate this complaint. On the central point about alleged failure to obey a court order, Mr X can reasonably take court action. We cannot consider actions related to the Council’s management of social housing. Whether Mr X should receive his court costs and compensation are properly …

LGO (Local Government & … Benefits And Tax Oct 2024

24-022-884 — West Northamptonshire Council

Summary: We will not investigate this complaint about housing benefit and council tax reduction. It is reasonable to expect Miss X to use, or to have used, her tribunal appeal rights. It is reasonable to expect Miss X to take court action for the alleged damage to her health. It …

LGO (Local Government & … Benefits And Tax Mar 2025

25-001-291 — Cheshire East Council

Summary: We will not investigate this complaint about an application for support from the Household Support Fund. This is because there is insufficient evidence of fault by the Council.

LGO (Local Government & … Benefits And Tax Jul 2025

201904053 — Scottish Government

C complained the Scottish Government had repeatedly failed to provide them with accurate information about agricultural grants that they were entitled to apply for. C said they had repeatedly visited the local office without receiving accurate information. C had complained about their experience but they had not received a response …

SPSO (Scottish Public Se… Scottish Government Partly Upheld May 2021

25-019-050 — Melton Borough Council

LGO (Local Government & … Benefits And Tax

25-015-586 — Rushcliffe Borough Council

LGO (Local Government & … Benefits And Tax

25-015-370 — West Northamptonshire Council

LGO (Local Government & … Benefits And Tax Upheld

21-007-142 — Kirklees Metropolitan Borough Council

Summary: Mr X complained the Council delayed paying him a COVID-19 business grant and wrongly refused other COVID-19 business grants, which added to the financial difficulties the business suffered as a result of the pandemic. The Council was at fault for a delay in reconsidering one of the grants after …

LGO (Local Government & … Benefits And Tax Upheld Jan 2022

20-009-734 — Barnsley Metropolitan Borough Council

Summary: Miss X complained about the Council’s administration of a business grant scheme, its decision on her application and its complaint handling, causing her distress and financial loss. We found the Council at fault causing Miss X injustice. We recommended the Council provide Miss X with an apology, payment for …

LGO (Local Government & … Benefits And Tax Upheld Jan 2022

20-010-768 — Kirklees Metropolitan Borough Council

Summary: Mr X complained the Council wrongly refused a COVID-19 business grant, which added to the financial difficulties his business suffered during the pandemic. The Council was at fault for taking too long to make its decision and did not fully explain its reasons, causing injustice to Mr X for …

LGO (Local Government & … Benefits And Tax Upheld Jan 2022

21-012-566 — Horsham District Council

Summary: We will not investigate this complaint about the Council’s decision not to award another Discretionary Housing Payment. This is because there is insufficient evidence of fault by the Council.

LGO (Local Government & … Benefits And Tax Jan 2022

21-012-545 — Wigan Metropolitan Borough Council

Summary: We will not investigate this complaint about the Council’s refusal to apply a council tax exemption. This is because there is insufficient evidence of fault and because there is a right of appeal to the Valuation Tribunal.

LGO (Local Government & … Benefits And Tax Jan 2022

21-013-306 — City of Bradford Metropolitan District Council

Summary: We will not investigate this complaint about the Council refusing one of Miss X’s applications for a

LGO (Local Government & … Benefits And Tax Jan 2022

20-013-426 — Northumberland County Council

Summary: Mr X complains the Council unfairly refused his application for a COVID-19 business grant because his home address is outside the Council area, and this caused financial hardship. The Council’s published grant criteria required businesses to be located in and operating within the council area and because Mr X …

LGO (Local Government & … Benefits And Tax Not Upheld Jan 2022

21-013-834 — London Borough of Barnet

Summary: We will not investigate this complaint about council tax. This is because it is reasonable to expect Mr and Mrs Y to appeal to the Valuation Tribunal.

LGO (Local Government & … Benefits And Tax Jan 2022

21-013-385 — Buckinghamshire Council

Summary: We will not investigate this complaint about council tax arrears because there is insufficient evidence of fault by the Council.

LGO (Local Government & … Benefits And Tax Jan 2022

21-013-103 — London Borough of Richmond upon Thames

Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse his application for business rates relief as there is no evidence of fault in the decision. We will not investigate his complaint about the Council’s demand for payment of his business rates arrears as it has …

LGO (Local Government & … Benefits And Tax Jan 2022

21-000-855 — Leicester City Council

Summary: Mr B complains the Council charged him a council tax premium as his property was vacant for more than two years. He says it was only vacant for the full two years because of his ill health and lockdown so it is unfair for the Council to charge this. …

LGO (Local Government & … Benefits And Tax Not Upheld Jan 2022

21-008-879 — Selby District Council

Summary: Miss X complains the Council’s policy for determining how much council tax reduction someone should receive is unfair and does not accurately reflect her universal credit payments. She says this means she receives less of a reduction in her council tax and the matter has had a negative effect …

LGO (Local Government & … Benefits And Tax Not Upheld Feb 2022

21-014-582 — Stockport Metropolitan Borough Council

Summary: Mr X complains about the service of a summons by the Council for unpaid council tax, which he disputes. We will not investigate this complaint because there is no evidence of fault and there is a right of appeal to a Valuation Tribunal for liability disputes.

LGO (Local Government & … Benefits And Tax Feb 2022

21-004-901 — London Borough of Newham

Summary: Mr X complained the Council wrongly refused him business grants and was poor in its communications, causing him distress and financial loss. We found fault in the Council’s decision making and communications causing injustice. We recommended the Council provide an apology, pay Mr X for distress, time and trouble, …

LGO (Local Government & … Benefits And Tax Upheld Feb 2022

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