A report from the Public Accounts Committee (PAC) criticizes the Department for Work and Pensions (DWP) for poor service to disability benefit claimants, revealing serious underpayment and miscommunication issues. Only 50% of new health-related personal independence payment (PIP) claims are processed on time, which significantly contrasts with state pension claim processing rates. The report highlights £4 billion in underpayments for the upcoming fiscal year and makes recommendations for improvements, including enhanced call response times and better fraud management. Concerns over the treatment of vulnerable customers were especially emphasized, calling for urgent reforms.
The Department for Work and Pensions (DWP) is letting down disability benefit claimants, resulting in serious hardships and an unacceptably poor level of service.
The Commons cross-party Public Accounts Committee (PAC) identified the critically rising issue of underpayments in disability benefits, reaching an alarming £4 billion in 2023/24.
Only half of new claims for the health-related personal independence payment (PIP) are processed on time, starkly contrasting with the 96% for state pension applications.
Committee recommendations include improving call waiting times and better tackling fraud to enhance customer service for disability benefit claimants.
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