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891535

	registered interest
	date	25/04/2018
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Young People
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, how many people in receipt of premiums claimed for universal credit after the age of 20; and how many of those people requested a mandatory reconsideration of the work capability assessment.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	138098
	answer	answer is ministerial correction date of answer 30/04/2018 answer text <p><del class="ministerial">The data requested is going through quality assurance clearance procedures in line with National Statistic and Official Statistics publication standards. We will announce the release date, as per the protocol of release of statistics, when they are ready.</del></p><p><ins class="ministerial">The information requested is not readily available and to provide it would incur disproportionate cost.</ins></p><p> </p> answering member constituency Reading West answering member printed Alok Sharma question first answered 30/04/2018 15:05:28 question first ministerially corrected 17/05/2018 16:22:02 answering member 4014 label Biography information for Sir Alok Sharma previous answer version 54947 answering member constituency Reading West answering member printed Alok Sharma answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1186821

	registered interest
	date	20/03/2020
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Social Security Benefits: Coronavirus
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure her Department has adequate capacity to process new social security applications resulting from the outbreak of covid-19.
	tabling member constituency	Midlothian
	tabling member printed	Owen Thompson
	uin	32705
	answer	answer is ministerial correction date of answer 25/03/2020 answer text <p><del class="ministerial">As both the Prime Minister and Chancellor have made clear, the Government will do whatever it takes to support people affected by COVID 19 and we have been clear in our intention that no one should be penalised for doing the right thing. These are rapidly developing circumstances, we continue to keep the situation under review and will keep Parliament updated accordingly.</del></p><p><ins class="ministerial">Our priority as a Department is ensuring people get their benefit payments and that we can continue to support those who need us the most. We have mobilised our robust business continuity plans to ensure we can do just that. We are already redeploying 10,000 staff from other parts of DWP and are also recruiting additional staff to assist with the processing of claims, including support from other government departments and the private sector.</ins></p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 25/03/2020 15:02:40 question first ministerially corrected 15/04/2020 14:59:19 answering member 4513 label Biography information for Mims Davies previous answer version 14669 answering member constituency Mid Sussex answering member printed Mims Davies answering member 4513 label Biography information for Mims Davies
	tabling member	4482 label Biography information for Owen Thompson

1037789

	registered interest
	date	08/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101, if she will publish the agent led processes and supportive lines available to universal credit helpline staff to assist claimants.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	206444
	answer	answer is ministerial correction date of answer 11/01/2019 answer text <p>Agent Led Processes (ALP’s) are low level business processes, designed to work as part of the Universal Credit service. They are embedded into the service and do not stand alone as separate guidance or instructions to staff.</p><p> </p><p>The “Digital Channel Product” is a guide which has been developed for Service Centre staff to use during telephone calls, to encourage claimants to check and use their online account as an alternative method of contacting the Department. The product gives staff some suggested ways to introduce a discussion regarding the online digital service with claimants.</p><p> </p><p>In addition to this product, call handlers have access to comprehensive Universal Credit guidance. Universal Credit guidance is published in the House of Commons Library and the Department is committed to refreshing this at regular intervals.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 11/01/2019 14:38:08 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1039058

	registered interest
	date	10/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101 on Universal Credit: Telephone Services, if she will publish the (a) supportive lines and (b) agent led processes used by universal credit call centre staff, in addition to the Digital Channel Product.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	207307
	answer	answer is ministerial correction date of answer 15/01/2019 answer text <p>Universal Credit is tailored to the individual needs of the claimant and the Department has chosen not to develop scripts or supportive lines for call handlers over and above the Digital Channel product.</p><p> </p><p>Agent Led Processes (ALP’s) are low level business processes, designed to work as part of the Universal Credit service. They are embedded into the service and do not stand alone as separate guidance or instructions to staff. It is therefore not possible to split them out into individual processes for sharing purposes.</p><p> </p><p>Call handlers have access to comprehensive Universal Credit guidance. Universal Credit guidance is published in the House of Commons Library and the Department is committed to refreshing this at regular intervals.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 15/01/2019 17:19:20 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1039094

	registered interest
	date	10/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what training is provides to call-handlers on the universal credit helpline (a) when they start and (b) throughout their working time.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	207317
	answer	answer is ministerial correction date of answer 15/01/2019 answer text <p>For new entrants, the learning journey for Universal Credit Helpline call handlers is broadly made up of ‘soft skills’ customer service learning, which covers how to gather information through active listening, equality and diversity training and bespoke IT system-based technical learning, all of which is supported by consolidation activity. Colleagues, alongside experienced case managers receive on-going learning in their roles and have access to Universal Credit guidance which is refreshed at regular intervals. The majority of the low level business processes for learning are embedded into the service and do not stand alone as separate guidance or instructions to staff. However, call handlers have access to comprehensive Universal Credit guidance, which is published in the House of Commons Library and which the Department is committed to refreshing at regular intervals.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 207318 question first answered 15/01/2019 17:29:14 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1039097

	registered interest
	date	10/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if she will place in the Library a copy of the training documents used for training call handlers on the universal credit helpline.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	207318
	answer	answer is ministerial correction date of answer 15/01/2019 answer text <p>For new entrants, the learning journey for Universal Credit Helpline call handlers is broadly made up of ‘soft skills’ customer service learning, which covers how to gather information through active listening, equality and diversity training and bespoke IT system-based technical learning, all of which is supported by consolidation activity. Colleagues, alongside experienced case managers receive on-going learning in their roles and have access to Universal Credit guidance which is refreshed at regular intervals. The majority of the low level business processes for learning are embedded into the service and do not stand alone as separate guidance or instructions to staff. However, call handlers have access to comprehensive Universal Credit guidance, which is published in the House of Commons Library and which the Department is committed to refreshing at regular intervals.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 207317 question first answered 15/01/2019 17:29:14 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1048064

	registered interest
	date	25/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Domestic Abuse
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what recent assessment she has made of the potential merits of automatic split payment of universal credit payments to prevent domestic abuse.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	212664
	answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>We believe that most couples can and want to manage their finances jointly without state intervention. However, we recognise that there are circumstances in which split payments are appropriate. Where this is the case, split payments are available on request. Both members of a couple do not need to be present to arrange a split payment and consent is not required from the other partner to authorise a split payment. Claimants can request a split payment during a face to face meeting, a phone call, or online via their journal and do not have to provide evidence of abuse in order to be granted a split payment.</p><p>Not all individuals who are suffering domestic abuse will want a split payment and we work with claimants on an individual basis to provide support that fits with their individual circumstances. Work coaches receive training on domestic abuse and we provide all the support we can when an individual discloses they are suffering from domestic abuse, including signposting them to third party professionals who can provide additional expert advice and support.</p><p>We continue to work closely with the Scottish Government to support the development and implementation of their split payment policy, and will observe the implementation of split payments in Scotland further to understand the impacts of such a policy.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 30/01/2019 16:45:14 answering member 4105 label Biography information for Justin Tomlinson
	tabling member	4628 label Biography information for Danielle Rowley

1048065

	registered interest
	date	25/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, whether her Department has issued guidance to universal credit helpline call handlers on promoting the use of the digital channel to claimants.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	212665
	answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>I refer the hon. Member to my answer to Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-08/206444/" target="_blank">206444</a> answered on 11 January 2019 and Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-10/207307/" target="_blank">207307</a> answered on 15 January 2019.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 30/01/2019 13:41:49 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1048066

	registered interest
	date	25/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Universal Credit: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, whether her Department has set a target for the reduction in the number of calls made to the universal credit helpline.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	212666
	answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>The Department has not set any targets for the reduction in the number of calls made to the Universal Credit helpline. We have no procedures or targets to incentivise call handlers to encourage claimants to use online accounts.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 212668 question first answered 30/01/2019 16:58:34 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley

1048067

	registered interest
	date	25/01/2019
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Department for Work and Pensions: White Papers
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if she will place in the Library a copy of the Channel Optimisation paper published in November 2017.
	tabling member constituency	Midlothian
	tabling member printed	Danielle Rowley
	uin	212667
	answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>The Channel Optimisation paper was an internal document and the Department has no plans to place a copy in the Commons Library.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 30/01/2019 16:18:35 answering member 4014 label Biography information for Sir Alok Sharma
	tabling member	4628 label Biography information for Danielle Rowley