Written questions by Smart.

If he will make an assessment of the potential impact of the (a) complexity and (b) length of the Disability Living Allowance claim form on claimants; and whether he plans to amend the form.

Awaiting answer.

What assessment his Department has made of the effectiveness of the Disability Living Allowance claim form; and whether he plans to take steps to make the form easier to complete.

It has not proved possible to respond to the hon. Member in the time available before Prorogation.

What the current average time taken is to pay Access to Work suppliers for services delivered; and what steps his Department is taking to reduce delays in paying suppliers.

Access to Work payment processing is currently at 10 working days for generic payments and 15 days for special aids and equipment. We are upskilling additional staff to deliver payments and reduce processing times.

What assessment his Department has made of the accessibility of the Disability Living Allowance claim form; and whether he plans to take steps to improve it.

An accessible online version of a DLA1 (new claim form) is available to download from gov.uk.All other DLA Child forms and letters are available as a reasonable adjustment for customers who require alternative methods to interact with the department. These include, but are not limited to, email accessible version, braille, large print, audio. All forms and letters are regularly reviewed to ensure they provide the customer with the information required and support a smooth customer interaction.

What steps he is taking to improve training for Child Maintenance Service call handlers on (a) vulnerable people and (b) victims of domestic abuse.

The Department for Work and Pensions and the Child Maintenance Service (CMS) take the support of vulnerable customers, including victims and survivors of domestic abuse, extremely seriously.All CMS Caseworkers receive comprehensive technical training, including specific modules on identifying and supporting vulnerable customers and victims and survivors of domestic abuse. This Domestic Abuse training is kept up to date through mandatory two year refresher training to ensure colleagues maintain the requisite skills and knowledge.For the most complex domestic abuse cases, CMS uses a specialist team, which provides tailored support and reduces the need for victims and survivors to repeatedly recount their experiences.All Caseworkers can access the Every Call Matters Hub, which provides access to supporting products and call standards to support confidence and quality when speaking with customers.CMS aim to handle calls in a sensitive manner and ensure all customers get the help and support they need to use the service safely. This may include signposting to support organisations or reporting to the police where this may be necessary.Further work is ongoing to strengthen quality assurance processes, including call listening, to ensure that vulnerable customers and victims and survivors of domestic abuse consistently receive the appropriate level of service. Insight from quality assurance outcomes is used to support ongoing training and learning.

What assessment has been made of the effectiveness of the Pensions Ombudsman operating on a voluntary basis, in the context of (a) its statutory responsibilities and (b) its role in resolving pension disputes.

We have interpreted this question as being about complaints that are resolved through The Pension Ombudsman’s (TPO) Resolution Service (RS). TPO operates independently to deliver its statutory responsibilities. Its RS includes 22 employed pension specialists and 150 industry experts working on a voluntary basis. RS provides an informal route for resolving disputes and reducing pressure on formal investigations. In 2024/25, the RS resolved 1,512 complaints, 80% of the 1905 received, without the requirement for a formal ombudsman investigation. Where early resolution is not possible, the Pensions Ombudsman retains full statutory authority to investigate and determine cases.

What assessment his Department has made of the financial and emotional impact of current waiting times for mandatory reconsideration on individuals; and what his Department is doing to ensure that mandatory reconsiderations are carried out in a timely manner.

Mandatory Reconsideration (MR) offers claimants the opportunity to challenge decisions and provide additional information which may be relevant to their claim. Entitlement is usually from the date of claim, so if a decision is changed at MR, the amount awarded will be the same as if it were awarded at the initial decision stage. Arrears are paid as a lump sum. We are allocating more decision makers to MRs to ensure decisions are made in as timely manner as possible.

What assessment he has made of the potential impact of mandatory reconsiderations on the (a) finances and (b) emotions of affected people; and how the Department is ensuring those reconsiderations are completed in a timely manner.

Mandatory Reconsideration (MR) offers claimants the opportunity to challenge decisions and provide additional information which may be relevant to their claim. Entitlement is usually from the date of claim, so if a decision is changed at MR, the amount awarded will be the same as if it were awarded at the initial decision stage. Arrears are paid as a lump sum. We are allocating more decision makers to MRs to ensure decisions are made in as timely manner as possible.

What assessment he has made of the potential impact of the receipt of combined monthly benefit payments on claimants with (a) severe mental health conditions and (b) reduced capacity.

Universal Credit (UC) is designed to support people both in and out of work, using up to date information to assess UC entitlement each month, meaning that the benefit calculated accurately reflects the needs of the household. DWP understands that some customers will require support to help them adjust to monthly payments. Money guidance on budgeting, debt, pensions and savings is provided at the customer’s initial work search interview. More frequent payments are available to customers who are struggling to adapt to monthly payments.

What service standards on timeliness are in place for making decisions on Work Capability Assessments; and what steps his Department is taking to reduce these waiting times.

The Work Capability Assessment (WCA) is one part of the process for making a UC or ESA benefit entitlement decision. Health Care Practitioners undertake the Work Capability Assessment and following this functional assessment make a recommendation to the department. Thereafter, a DWP Decision Maker reviews this recommendation and makes the decision on benefit entitlement. We monitor customer journey times for WCAs, deploying additional staff if required, prioritising urgent cases and addressing backlogs. We consistently prioritise assessments for new claims to minimise waiting times. Due to unforeseen high levels of WCAs required in late 2024, a backlog of reassessment cases built up from individuals reporting a change in their condition before May 2025. We are working with suppliers to increase capacity for clearing this backlog, including the acceleration of the recruitment of assessors. There are no backlogs within the DWP Decision Making stage. The UC WCA statistics remain under development with Phase 2 having been completed in September 2024. WCA clearance times will be introduced during phase 4 (there are no timelines). Details of this strategy can be found on gov.uk at the below link. https://www.gov.uk/government/publications/universal-credit-wca-statistics-release-strategy/universal-credit-work-capability-assessment-statistics-release-strategy.

What assessment her Department has made of the potential impact of the Winter Fuel Payment changes on residents of Hazel Grove constituency in (a) 2024 and (b) 2025.

Data on Winter Fuel Payments made in winter 2024/25 is available on Stat Xplore. In Winter 2024/25, 1,855 Winter Fuel Payments were made in Hazel Grove constituency to households with someone receiving Pension Credit or certain other income-related benefits. This compares to 21,000 payments made in Hazel Grove constituency in winter 2023/24, when Winter Fuel Payments were made universally to those above State Pension age. The Government has increased the level at which Winter Fuel Payments are means-tested in England and Wales from winter 2025/26 so that the vast majority of pensioners, around 9 million individuals, will benefit from them. The Government has been clear that the Winter Fuel Payment should be means-tested on the basis of income. Winter Fuel Payments will thereby remain targeted by income, but with lower- and middle-income pensioners benefitting. For higher income pensioners, those with an annual income of more than £35,000, the payment will be recovered via the tax system. Estimates for winter 2025/26 are not available at the Parliamentary Constituency level. Statistics covering the winter 2025/26 period will be published in September 2026.

What steps her Department is taking to help support Universal Credit claimants during the review process.

Universal Credit Claim Reviews (UCR) primary purpose is to identify any incorrectness in a Universal Credit (UC) claim and correct retrospectively. This includes both over and under payments and helps ensure the claimant is paid the right entitlement, that they keep their claim up to date and avoid falling into or accumulating further debt. Whilst a standard review process is followed, agents tailor their approach to the review on a case-by-case basis and decide the correct course of action, including provision of additional support. This can include, but is not limited to, offering a call to discuss the process and understand any support required, advising the claimant on how to upload the requested information, giving the claimant further time to provide the requested information, and organising a home visit. Customers are also signposted to contact their agent if they have any questions or concerns about the review.

What measures are in place to ensure that claimants can effectively challenge Universal Credit Reviews.

Universal Credit Claim Reviews (UCR) primary purpose is to identify any incorrectness in a Universal Credit (UC) claim and correct retrospectively. This includes both over and under payments and helps ensure the claimant is paid the right entitlement, that they keep their claim up to date and avoid falling into or accumulating further debt. The claimant can contact their review agent via their online journal if they have any questions or concerns regarding and during the review. If the claimant is unhappy with the service they have received during their review, they can make a formal complaint by following the DWP’s complaint process available on GOV.UK: Make a complaint about JSA or UC - DWP Where the outcome of the review has led to a change in entitlement, a claimant can request a Mandatory Reconsideration (MR) to look at the decision again if they:think an error has been made or missed important evidencedisagree with the reasons for the decisionwant to have the decision looked at again Following the MR, the claimant can appeal the decision regarding their entitlement to benefits to HM Courts and Tribunals Service (HMCTS). Appeals are decided by the Social Security and Child Support Tribunal (SSCS). The tribunal is impartial and independent of government.

What steps her Department is taking to ensure that claimants with (a) severe mental health conditions or (b) physical disabilities are not penalised for non-attendance at in-person Universal Credit identity verification appointments.

DWP has committed to identifying and supporting claimants with complex user needs, including those with mental health conditions or disabilities.Where a claimant has received a migration notice they discuss what support they need with appropriately trained agents, so that suitable arrangements can be put in place.This would include identifying the best option to make the claim, what support network a claimant already has and what measure DWP can put in place to accommodate by making reasonable adjustments. The claimant can be referred to the Help to Claim Service which is delivered by Citizens Advice, this offers support via phone, webchat, and face-to-face appointments to successfully make the claim, complete any verification and support the claimant until the first payment of universal credit is made at the end of the first assessment period.Any support requirements and conditions identified are carried over into the claimants Universal Credit account for future reference.DWP recognises that not all claimants can attend in-person appointments due to health or disability-related barriers. To accommodate this, the department offers multiple identity verification channels:Online Verification: Claimants can verify their identity using secure online methods, such as passport details or credit reference data. This is part of the initial on-line claim process. If successful, identity is verified, negating the requirement for a face-to-face appointment.Telephone or Home Visit Alternatives: In cases where online verification fails or is not possible, DWP can conduct biographical interviews by phone or arrange a home visit to verify the claimant’s evidence or undertake the biographical questions.Third-Party Support: Claimants may give explicit consent for a trusted individual to assist with their claim, which would include supporting with ID verification. If the claimant lacks capacity, DWP can appoint a personal or corporate appointee to manage the claim and fully discuss identity verification options and any flexibilities to complete the process successfully. Claimants receive digital alerts to remind them about their appointment. They have an option for these to be delivered by text message or email. All agents and work coaches receive training on tailoring our approach to accommodate the specific needs of the claimant.If a claimant fails to attend, for the next month an agent will endeavour to contact the claimant to understand the reason for non-attendance. They will try numerous times to make contact using the claimant’s preferred contact channel. Where contact is made there will be an assessment of whether the claimant had a “good reason”, which may include mental health conditions or physical disabilities. The agent will consider whether alternatives to the initial face-to-face appointment are needed, how the claimant can be supported to complete the ID verification process and work with any support network in place.Where the claimant does not respond and is not contacted, staff are trained to consider safeguarding measures, making referrals to appropriate agencies and referring cases for a home visit. The claim will only be closed as a last resort once all avenues are exhausted. There is an option to reopen the claim once contact is made.

Whether her Department has issued guidance to Jobcentres on making reasonable adjustments in line with the Equality Act 2010 for claimants with complex disabilities which may prevent them from attending Universal Credit verification appointments in-person; and if she will make it her policy to require Jobcentres to proactively offer remote or home-based alternatives.

Where customers need assistance to access our services and information, we will make reasonable adjustments to meet their individual needs, in line with our obligations under the Equality Act 2010. Guidance on reasonable adjustments is available for all staff. This includes recognising when an adjustment is needed, recording the customer need and the types of reasonable adjustments available, which includes a visiting service for customers who are unable to use our other contact routes.

What assessment her Department has made of the potential impact of changes in the level of funded support through Access to Work on deaf professionals who require full-time BSL interpreters.

As part of the Pathways to Work Green Paper, we consulted on the future of the Access to Work scheme, including how we may better support deaf professionals who require full-time BSL interpreters. Following the conclusion of the consultation, we are now considering our responses and will set out our plans in due course.

What steps her Department has taken to help prevent receiving parents from limiting access of children to those parents paying child maintenance in order to receive higher payments.

The Child Maintenance Service (CMS) operates on the principle that a child's welfare is best served by the continued involvement of each parent in their life, provided that involvement is safe and meets the needs of the child. It is aware that paying parents can face difficulties when attempting to spend meaningful time with their child following separation. Issues relating to access and contact are managed by family courts. The aim of the child maintenance shared care regime is to try and reflect, as far as possible, the actual patterns of care taking place between parents, and the financial consequences of that for the costs of the child. It does not dictate what should happen or require any particular conduct from parents – except that they are truthful in reporting what happens between them in respect of care. Where parents do not tell the truth, the CMS has powers to investigate if fraud is suspected. Reductions can be made for the extra cost of care where it is shared by the paying parent. The paying parent must have overnight care of any qualifying children for at least 52 nights a year, equivalent of 1 night per week. The amount payable is reduced by a maximum of fifty per cent within bands based on the number of nights overnight care is provided over a 12-month period. The bands are used to give greater stability to maintenance payments and as a result there is greater reliability of payments, which contributes towards the welfare of the children in the case. Where a dispute does arise, the CMS will seek to collect evidence from parents, for example a Court ordered arrangement, to establish the correct figure. The evidence acceptable in these circumstances isa current court order providing for contact between the paying parent and the childa formal written agreement, for example drawn up by a solicitor, oranother official document for example, Social Services or Children and Family Court Advisory and Support Service (CAFCASS) reports.

Whether her Department has made a recent assessment of the adequacy of the processes for businesses to advertise vacancies through Jobcentre Plus.

The Department for Work and Pensions has recently reviewed and continues to enhance the processes through which businesses advertise vacancies via Jobcentre Plus. Employers currently benefit from a range of flexible engagement routes: Direct Contact: Employers can reach out through the Employer Services Line or an online enquiry form to be connected with a local Employer Adviser, who provides tailored recruitment support. Find a Job Platform: This is DWP’s official online job posting service, free to use and accessible 24/7. It includes features such as bulk vacancy uploads, hybrid/remote job filters, and the ability to display Disability Confident status. When any employer uses Find a Job to post vacancies, they are also given the option to request contact from a local Employer Adviser for tailored recruitment support. Strategic Relationship Team: For large-scale or complex recruitment needs, the Strategic Relationship Team offers bespoke national-level support, including vacancy promotion, recruitment events, and candidate matching. Feedback from employer summits and innovation workshops has directly informed ongoing improvements. Employers have highlighted the importance of making Jobcentre Plus environments more welcoming and accessible. In response, best practice sharing is underway to improve the employer experience. Additionally, policy teams are reviewing the use of Jobcentre Plus premises for interviewing candidates who are not DWP customers. A new system has also been introduced to monitor employer engagement and campaign outcomes more effectively.As set out in the Get Britain Working White Paper, we are reforming Jobcentre Plus and creating a new service that will enable everyone to access support to find good, meaningful work, and support to help them to progress in work, including through an enhanced focus on skills and careers. As part of this, we will transform DWP’s employer offer and the way in which we engage with employers, using a test and learn approach to ensure the new service works hand in hand with them to help recruit the staff they need. The new service will support a broader range of employers, including those requiring skilled and specialist talent, to find the candidates they need. We will also work with employers to understand how to overcome the impact of recruitment practices which can act as a barrier for applicants, ensuring that a wide range of candidates can access employers’ vacancies regardless of these barriers.DWP has not only assessed but is actively evolving its vacancy advertising processes through Jobcentre Plus. The combination of employer feedback, strategic planning, and digital innovation ensures that the service is becoming more responsive, inclusive, and effective for businesses of all sizes.

Whether her Department has made an assessment of the potential merits of allowing businesses to contact their local Jobcentre Plus directly to advertise vacancies.

The Department can confirm that such an assessment has been made and that direct engagement is not only permitted but actively encouraged. Employers are already able to contact their local Jobcentre Plus directly through several well-established routes. The Employer Services Line (0800 169 0178) and an online enquiry form connect businesses with local Employer Advisers who provide tailored recruitment support. This includes help with writing job descriptions, promoting vacancies through local jobcentres and social media, arranging use of Jobcentre Plus premises for interviews, and facilitating participation in recruitment events such as job fairs. For businesses with more complex or large-scale recruitment needs, the Strategic Relationship Team offers bespoke support at a national level. This includes tailored recruitment solutions, vacancy tracking, and coordination with local JobCentre Plus's to ensure effective delivery. The Department continues to explore ways to improve employer engagement, including making JobCentre Plus premises more welcoming and accessible, and reviewing policies around the use of JobCentre Plus offices for interviews with non-DWP customers.

What steps her Department is taking to ensure that Disability Assessors who conduct assessments on the telephone are trained to appropriately interact with people who find phone calls difficult or stressful due to their medical condition.

The Department for Work and Pensions (DWP) understands that attending an assessment can be a stressful experience for some claimants. That is why we prioritise using existing paper-based evidence to determine benefit entitlement wherever possible. As part of the assessment process, every case is initially reviewed to assess whether a paper-based assessment can be made. Only when this is not feasible will a claimant be invited to attend an assessment. Before issuing an assessment invitation, consideration is given to whether a claimant requires a specific assessment method due to their health condition or personal circumstances. If a claimant later informs us that a different assessment channel would be more suitable, or further evidence is received by the supplier, they will make any reasonable adjustments accordingly. All health professionals are fully qualified in their health discipline and have passed strict recruitment and experience criteria. They are also required to be registered with the appropriate regulatory body. The department authorises health professionals to conduct assessments only after suppliers demonstrate that the health professionals has successfully completed a department approved training and appraisal programme. This process confirms that health professionals possess a sound understanding of the clinical aspects and likely functional effects of a broad range of health conditions and impairments, and that they have the necessary skills to engage with individuals in a supportive and sensitive manner. Guidance for health professionals is comprehensive and regularly updated, covering all aspects of the assessment process, including professional conduct during assessments. Companions can also join telephone assessments, just as they would for face-to-face assessments. This is confirmed to the claimant in the initial assessment invitation letter. All suppliers have introduced the capacity for four-way calls during assessments. This means the claimant and the HP can be joined by a companion or advocate, as well as an interpreter if required. This enables claimants to receive the appropriate level of support during remote assessments.