Committee publication · Correspondence · 1 July 2026
Correspondence from the Permanent Secretary, confirming the publication of the DWP action plan: State Pension age communications and complaints handling
Summary
Permanent Secretary Sir Peter Schofield confirms publication of the DWP's action plan on State Pension age communications and complaints handling, issued following the Parliamentary and Health Service Ombudsman's investigation into inadequate communication of changes to women's State Pension age. The plan sets out corrective measures and was developed with PHSO input.
Key findings
- DWP has published an action plan addressing lessons from the PHSO investigation into State Pension age communications
- The plan focuses on communications and complaints handling improvements related to women's State Pension age changes
- PHSO provided support in developing the plan and has received the final version
- Minister for Pensions issued a Written Ministerial Statement on the same day confirming the action plan publication
Tone
ProceduralTopics
pensions-and-state-pensionpublic-administrationcomplaints-handlingcommunications-and-engagement
Key actors
Sir Peter Schofield, Department for Work and Pensions, Debbie Abrahams, Work and Pensions Select Committee, Parliamentary and Health Service Ombudsman, Minister for Pensions, Secretary of State for Work and Pensions
Notable line
“DWP has welcomed PHSO's support in developing the plan and we have shared the final version of the plan with the PHSO.”
Key Quotes
“The action plan sets out how we will learn lessons following the Parliamentary and Health Service Ombudsman's (PHSO) investigation into communication of changes to women's State Pension age.”
“DWP has welcomed PHSO's support in developing the plan and we have shared the final version of the plan with the PHSO.”
Source · parliament.uk record ↗