Responding to MPs’ Queries: DWP Performance

Motion made, and Question proposed, That this House do now adjourn.—(Robert Largan.)

Before I begin, I hope it is in order, Madam Deputy Speaker, for me to place on record my hearty congratulations to my hon. Friends the Members for Aberdeen South (Stephen Flynn) and for Paisley and Renfrewshire South (Mhairi Black), who have just been announced as the new leader and deputy leader of the SNP group here in Westminster. I offer my congratulations to both of them.

I am grateful to have the opportunity to raise in the House the woeful performance of the Department for Work and Pensions in responding to queries from Members of Parliament. I was particularly keen that the debate title should cover not simply correspondence, but all forms of communication—or non-communication—because the Department’s repeated failure to put in place a reliable and efficient way for MPs and our caseworkers to phone with urgent inquiries and speak to someone who actually understands the case is a recurring theme that I know causes immense frustration for MPs of all parties.

Let me quote just one of the many constituency cases I could refer to. Alison has a job, but it is low paid, so she gets universal credit and should have got her cost of living payment in July. It did not arrive. That, remember, is money that the Government have accepted she absolutely needs in order to make ends meet. By early September, Alison contacted my office in desperation. She told us that she had stopped the payments for her rent, council tax and internet service, that within 10 days she had to cancel her car insurance and that she was being referred to sheriff officers for council tax arrears.

My caseworkers went through the whole rigmarole of phoning and emailing all the right addresses at DWP, but they could not speak to or correspond with the people who were responsible for making Alison’s payment. None of the people my staff were allowed to speak to had any authority, even to ask for her payment to be prioritised. Two promised payment dates were not kept. Alison eventually received the money she was owed on 28 October, over three months late.

It is not the fault of overworked DWP staff that they could not do anything to help; it is the fault of the way the DWP has chosen to make it unnecessarily difficult for MPs to do our job of providing support to constituents in need. For Child Maintenance Service casework, our staff have access to an MP hotline and a dedicated email address. Until 2020, there was an MP hotline for working-age benefits such as jobseeker’s allowance, employment support allowance and income support. That gave my caseworkers and others a direct line to the local, regional and national complaints resolution team—based in Glasgow in this case—where staff had access to the various benefits systems and could contact other DWP departments with queries and to chase responses. The team was also contactable directly by email.

With the introduction of universal credit, that hotline became less useful—although the DWP staff at the other end continued to do the best they could. Eventually, the hotline for working age benefits just disappeared altogether—but the casework certainly did not. The current confidential list of all MP hotline contacts says in big bold letters, near the top of the DWP section:

Will the hon. Gentleman give way on that point?

I believe there would be major repercussions—PARLYapp would probably go into meltdown—if I declined to take the intervention.

Not from me. [Laughter.]

I commend the hon. Gentleman for securing the debate. Although it is sometimes frustrating when our queries are not answered, we must appreciate all the highly skilled workers working in Government Departments and external agencies. Does he agree that to deal with delays in correspondence, we must ensure that those employed within Departments are able to deal with all issues presented to them, with the knowledge and ability to prevent delays and get queries answered?

That is absolutely correct. I would not for a second want my comments to be taken as any sort of slight about the dedication and professionalism of staff at the DWP. There are simply not enough of them, and they do not have access to the information that they need. In fact, I would like to flag up some of them for special praise, but I am worried that the way in which they are being so helpful to my caseworkers is maybe beyond what the DWP thinks they should be doing, and I certainly would not want to get them into trouble for being too good in helping my constituents.

The way my office operates is that, when necessary, everyone in my staff takes on casework, so when I refer to my caseworkers, I mean everybody on my staff team. Every one of them does a fantastic job—as do the caseworkers of MPs right across the House—often delivering truly life-changing results for vulnerable people. I know that my constituents value them almost as much as I do—they could not value them more. But their performance is dragged down when they cannot get the answers that my constituents deserve.

Alan was diagnosed with a chronic and incurable medical condition, and was advised that he should claim employment support allowance, which he did online through his universal credit journal. He contacted us when he got no response. My caseworker emailed the only available email address—the generic DWP correspondence address—on 25 March, and on 26 April, 3 May, 25 May and 7 June. During that time, Alan told us that he had finally got his ESA but that it was not backdated. The DWP knew that we had been in contact about this, but it never came back to my office to tell us that Alan had got the money—well, he did. The DWP came back to us in November, months and months later.

When we got a reply on 21 July to my first two emails, whoever sent the reply had not been told about my three other emails, so I got a reply in July that did not mention the other emails I had sent—two in May and one in June. They explained how Alan’s payment had been calculated. It turned out to be correct. We thought he had been underpaid, and in this case we got it wrong and the DWP got it right. If there had been a properly supported ESA hotline we and more importantly Alan would have been told exactly how much he was entitled to and exactly when it would be paid in a single phone call almost four months earlier.

I congratulate the hon. Member for Glenrothes (Peter Grant) on securing this debate on a very important issue. I assure him that the Government take this issue extremely seriously, and that does not just apply to the Department for Work and Pensions; all parts of Government take the issue of Members’ correspondence on behalf of their constituents very seriously, and in the DWP we certainly do.

I want to start with two preliminary comments before I get to the nuts and bolts of the hon. Member’s important speech. First, I congratulate the hon. Member for Aberdeen South (Stephen Flynn) on his recent election and pass on the Government’s congratulations to him; I look forward to seeing him at Prime Minister’s Question Time tomorrow. Although this is a Scottish debate, it is only right, when we have an opportunity at the Dispatch Box, to congratulate the England football team and the England cricket team on their triumphs in Qatar and Pakistan respectively. We should not forget the beating that we hope to hand out to Monsieur Macron and his fellow Frenchmen on Saturday.

The hon. Member for Glenrothes is right to have high expectations of responses to communications that are submitted to the Department for Work and Pensions. As I will set out, in the vast majority of cases the DWP sends out timely replies. However, I accept and understand the frustration that all Members of Parliament, whether Government or Opposition, feel when the Department has not responded in the right way. We have worked constructively with Members on many occasions, and I am proud to serve in a Department with tens of thousands of people who are doing a fantastic job to deliver an awful lot of public services across this great country. In total for 2022-23, Department for Work and Pensions support and services represent £224 billion of public money, which is 9% of all GDP. That reflects the enormous force for good that the Department for Work and Pensions is and, as the hon. Member for Strangford (Jim Shannon) set out, the energy and efforts of thousands of DWP colleagues every single day to support people up and down the country, to change and improve lives. We should put on record our thanks for their sterling efforts.

I want to turn to covid, because many of the problems that the hon. Member for Glenrothes rightly identifies date back to the pandemic. We saw the degree of support that the Department gave during the pandemic, with enhanced universal credit to literally millions of extra people and masses of extra work coaches coming in, and there is unquestionably a context for why some of the hotlines were subject to cessation or have taken a while to come back. If he gives me a minute or two, I will explain why.

Can the Minister clarify exactly what “responded to” means? All MPs—certainly everyone who has been an Opposition MP—will have had responses from Ministers that do not tell them anything. Does he mean a response that actually provides information or does an email that simply says, “Thank you for your email” count as a response within 20 working days?

I wanted to come to that point, which I will deal with in several ways. The hon. Gentleman will be aware and will understand that much of the correspondence to the Department is complex; it is not simple stuff that can be assessed. I was the Minister with responsibility for pensions for five years where the entitlement to, say, pension credit had to be assessed on a case-by-case basis. Those things take time.

The hon. Gentleman raised the letter that he wrote on 29 June. It is my strong assurance from the Department that at 10:42 on 31 August—I have the email printout here—his standard parliamentary email inbox received a specific correspondence in relation to that letter. That may have got lost in the ether, but the assertion is strongly made by the Department that it replied on 31 August at 10:42.

On the hon. Gentleman’s campaign, I applaud and endorse his work, but he will understand that, post covid, all Departments are resurrecting and reincarnating various hotlines and capabilities. I take on board one key point—obviously, I will try to answer his other point too—that it is not always possible to reply within 20 working days, and in such instances, the Department must ensure that correspondence is responded to as quickly as possible and that the correspondent is kept informed, particularly where there is likely to be a significant delay in sending a full reply. I accept that it is important to highlight that many cases that the DWP receives are complex, so it is particularly important that individual situations and circumstances are looked into carefully and properly, and that a full and considered response is given. I genuinely take his criticisms on board, however, because they are honestly made and well thought through.

I will touch briefly on other ways to communicate with the Department. On parliamentary questions, we have a 90.8% response time for named day parliamentary questions, which is 277 out of 305 over the last period, and for ordinary written questions, there is a 93.5% response time, which is 389 out of 416.

The hon. Gentleman raised a number of other specific matters. I totally accept that, on the one key point about his ongoing treatment and how it is handled, the individual Minister who deals with correspondence at the Department for Work and Pensions, as he knows because we discussed this earlier, is Baroness Stedman-Scott in the other place. If there are any matters arising out of this, she will go through them and write to the hon. Gentleman—in good time, I hasten to add—to ensure that a proper response is given.

I want to contextualise two other quick points, and I have a little time. The first is that all efforts by the Department need to be judged against the background of covid and the background of the cost of living support. This is the Department that has had to deal with the £37 billion package set out by the Chancellor in May. That includes, as we all know, the £650 cost of living support, the £300 extra winter fuel payment and the £150 disability cost of living payment. We have had to find people and use them to deliver all those things, which is a massive enterprise. While the hon. Gentleman is right to have legitimate criticism of individual cases, they have to be seen in that context.

Of course I give way to my right hon. Friend, who was the Secretary of State for six years.

I apologise to the hon. Member for Glenrothes (Peter Grant) for not being here earlier, but I did let him know that I was delayed.

May I say with the deepest respect, because nobody respects the Department more than me, that I just do not think this correspondence is working? We got a call in my office the other day to say that it would not now be writing to us, because people were too hard-pressed in the Department to write to anybody and they would make a quick call. We did not want a call; we want correspondence. When I was in the Department, the Secretary of State and Ministers all signed off their own correspondence, and nothing went out of the door that they had not read and checked. That had added value in that we knew what was going on in the Department. Each Minister should sign off every single bit of correspondence to MPs, and anything else is simply substandard, if the Minister does not mind my saying so.

I take my right hon. Friend’s point very seriously, and we will look into that specific point. I am not aware of the individual example of course, but we will definitely reach out to his office tomorrow to ensure that we get chapter and verse on that specific case. He will know and understand—and I am not disputing that we need a verification of his particular case—that responses in certain cases are handled by officials and responses in other cases are handled by Ministers and the Secretary of State. I cannot possibly comment on the nature of this case, but it is very traditional and usual for anything from a Member of Parliament to be responded to by the Member of Parliament who happens to be a Minister or the Secretary of State. That is clearly the normal way, but I will look into this and make sure that Baroness Stedman-Scott writes to him promptly and investigates the matter forthwith.

I want briefly to touch on two final points. On FOI handling, there was a 97% response time for quarter 1 and a 96% response time for quarter 2. On the correspondence guidance, clearly the hon. Member for Glenrothes can hold the DWP to account, but a whole bunch of guidance is set out for all Departments—it is published quarterly, and it is available both in the House of Commons Library and on gov.uk—from which he can see a comparison of this Department with other Departments.

While the statistics show that most Members do receive timely replies from the DWP, there is clearly room for improvement, and I take that on board. We closely monitor that performance, we take on board the points raised by those on both sides of the House, and we will ensure that things are done better in the future.