A new report criticizes the DWP for poor service to disabled claimants, highlighting long wait times and underpayments.
London: A recent report says the Department for Work and Pensions (DWP) is failing disabled benefit claimants. This has led to increased hardship for many. The report highlights issues like poor customer service and significant underpayments.
The Commons Public Accounts Committee (PAC) led by Sir Geoffrey Clifton-Brown made several recommendations. They want to improve call waiting times and better address fraud. Underpayments have reached a staggering £4 billion in 2023/24.
The report states that disabled claimants receive an unacceptably low level of service. It points out that only half of new claims for the health-related personal independence payment (PIP) are processed on time. In contrast, 96% of state pension applications are handled promptly.
Claimants of the employment and support allowance (ESA) are also facing long wait times. They wait an average of 30 minutes to speak to a DWP agent, while Universal Credit claimants wait just two minutes. This delay adds to the problem of underpayments.
Sir Geoffrey Clifton-Brown expressed concern over the disparity in experiences between disability benefit claimants and others. He noted that many are calling for help but receive no response, risking their financial security.
The report arrives as Labour plans to reform health and disability benefits. Currently, around 4.2 million people claim these benefits, which ministers say is unsustainable. A paper detailing the changes is expected soon.
Richard Kramer, Chief Executive of the charity Sense, commented on the findings. He said it’s no surprise that the DWP’s treatment of disabled people is deemed unacceptable. Many disabled individuals find the benefits application process overwhelming and detrimental to their well-being.
Kramer urged the government to ensure the welfare system allows disabled people to apply for benefits with dignity. The PAC report also revealed that £9.5 billion in benefits was overpaid in 2023/24, recommending the DWP clarify how it will use £110 million allocated to tackle fraud.
A DWP spokesperson stated they are reducing waiting times and providing tailored help for customers. They also mentioned a 1.7% increase in benefits this April to support claimants better.
They emphasized ongoing actions to combat fraud and error through a new bill aimed at protecting claimants and saving taxpayer money.
