 |
answer text |
<p>In order to ensure our services are available to all, including those with varying
or complex needs, DWP provides choice in how customers can access our services to
claim their State Pension.</p><p> </p><p>State Pension invite letters are issued to
prompt a customer to claim State Pension four months before State Pension age. In
the unlikely event of not receiving an invite letter there are still four access routes
to claim, making sure those with differing or complex needs have options to use the
most appropriate route based on their individual requirements. This includes online,
telephony and postal channels. Customers, or their trusted helpers, can choose the
most appropriate route to support their needs.</p><p> </p><p>Where, during contact
with the department, someone is identified as having additional or complex needs,
DWP Agents have access to the Advanced Customer Support Team who ensure DWP has the
services and tools in place to help our most vulnerable customers identify, access
and engage with the support that they need when they have multiple barriers. This
includes support to make a claim and to ensure first payments are made on time, signposting,
or referrals to external organisations if needed. All channels offer alternative formats
when the claim is made which includes braille, British Sign Language, email, a hearing
loop, translations, large print and audio.</p><p> </p><p>In addition, the Government
provides free and impartial Pension Wise guidance for anyone who is over the age of
50 with a defined contribution pension (DC). Pension Wise helps individuals with the
options they have to access their DC workplace and private pensions savings. This
guidance is delivered by the Money and Pensions Service (MaPS) who are required to
comply with the Equality Act 2010 and must make reasonable adjustments for people’s
accessibility needs. Accessibility requests can either be arranged at the point of
booking a Pension Wise appointment or, if during the appointment any additional needs
are identified, MaPS can adjust the delivery of the appointment to suit requirements.</p>
|
|
