Committee publication · Correspondence · 21 January 2026
Letter to the Parliamentary and Health Service Ombudsman, regarding engagement between the DWP and PHSO on the action plan arising from their State Pension age investigation
From: Work and Pensions Committee
Inquiry: Transition to State Pension age
Summary
The Work and Pensions Committee writes to the Parliamentary and Health Service Ombudsman requesting an update on progress developing an action plan following the PHSO's March 2024 report on State Pension age communication failures affecting 1950s women. The committee seeks details on meetings held, draft status, and timeline for implementing systemic reforms to prevent recurrence of DWP maladministration.
Key findings
- PHSO's March 2024 report identified 'systemic failure in how DWP responds to what research and feedback is telling it' and recommended parliamentary oversight of continuous DWP service improvement
- DWP committed in December 2024 to developing a detailed action plan with the Ombudsman; almost one year later, work was still ongoing as of November 2025
- Committee seeks clarity on engagement depth: number and level of meetings between DWP and PHSO, draft status, and estimated timeline for completing necessary changes to prevent repeated maladministration
Tone
ProceduralTopics
Key actors
Paula Sussex (Parliamentary and Health Service Ombudsman), Debbie Abrahams MP (Chair, Work and Pensions Committee), Liz Kendall MP (former Work and Pensions Secretary), Pat McFadden (Secretary of State for Work and Pensions), Department for Work and Pensions
Notable line
“… systemic failure in how DWP responds to what research and feedback is telling it”
Key Quotes
“… systemic failure in how DWP responds to what research and feedback is telling it”
“… work with the Ombudsman to develop a detailed action plan out of the report so that every and all lessons are learned”
“To support our scrutiny in this area, it would be helpful if you could provide us with an update of how work on the action plan is progressing and the extent of your involvement.”
Source · parliament.uk record ↗