A minister has issued details about DWP rules after a question was raised in Parliament
The Department for Work and Pensions (DWP) has issued an update on its visiting service after a question was raised in Parliament. These visits are specifically designed to help benefit claimants who cannot complete transactions through any other method, potentially due to their vulnerability or the complexity of the tasks required.
In a query tabled to the DWP, Wendy Chamberlain, Liberal Democrat MP for North East Fife, asked the DWP what guidance it offers to help staff members when visiting households supported by the initiative. Minister of State, Sir Stephen Timms, has now published a response and attached a service guide for further context.
The response published on December 23 read: “Our Operational Instructions include a specific section to support colleagues undertaking Home Visits. For context, please find attached an excerpt from our Core Visits Referral Guide.
“Other topics in this section include content relating to Safeguarding, Communication Strategies and links to Learning and Development products. This content is available to all DWP staff.
“Further sections related to Identity Verification and Keeping Customer Interactions Safe includes instructional content that supports DWP staff navigating systems, which store sensitive customer data and therefore is not suitable for public disclosure.”
Sir Stephen Timms’ published excerpt outlined that the responsibility for undertaking visits was transferred from Customer Compliance to the DWP more than 10 years ago, in 2011. These ‘Core Visits’ were stressed to be very different to ‘Customer Compliance’ visits, which usually occur to verify benefit claims.
For instance, the Local Services Compliance team may conduct interviews and visit claimants to ensure their benefits are correct, uncover irregularities, prevent fraud, or encourage customers to report changes to their circumstances. While not an exhaustive list, the main aim is to examine ‘all types of fraud in respect of all benefits’.
Meanwhile, in regard to Core Visits, the excerpt said: “DWP Visiting help those customers/claimants who are unable to complete their business transaction through any of the other channels.
“This may be due to their vulnerability or the complexity of the transaction required, or may be driven by a legislative requirement that some activities MUST be handled face to face. DWP Visiting will support the customer/claimant by undertaking home visits.”
Benefits claimants cannot book DWP visits themselves. Instead, appointments are arranged by the department when they deem claimants eligible. Charitable organisations, such as Citizens Advice and Age UK, can also refer people for support visits.
While support visits can take place at home, they may also be arranged in other settings, like hospitals. This is generally discussed when a person is referred.
For more information, head to GOV.UK.
Get all the hottest shopping deals, cash-saving tips and money news straight to your phone by joining our new WhatsApp Community – The Money Saving Club. Just click this link to join https://crnch.it/eutplxS1
We also treat our community members to special offers, promotions, and adverts from us and our partners. If you don’t like our community, you can check out any time you like. If you’re curious, you can read our Privacy Notice here https://crnch.it/jeQqC872
