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1010211

registered interest
date	19/11/2018
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	Social Security Benefits: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, how many calls have been made to each of her Department's benefit telephone lines in each of the last 18 months for which data are available.
tabling member constituency	Birkenhead
tabling member printed	Frank Field
uin	192733
answer	answer is ministerial correction date of answer 27/11/2018 answer text <p>Information about the total calls offered to the Department’s benefit telephone lines for the 18 month period May 2017 to October 2018 for which data is available has been published in the House of Commons Library<strong>.</strong></p><p> </p><p>The total number of calls across the Department have remained at a consistent level since May 2017. During this period we have rolled out Universal Credit, the Universal Credit caseload has risen to over 1.3 million, and we have been receiving calls from Universal Credit claimants that would previously have gone to HMRC or Local Authorities.</p><p> </p><p>The requested information is in the attached document.</p><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 27/11/2018 17:39:19 answering member 4105 label Biography information for Justin Tomlinson attachment 1 file name Telephony.docx title Telephony
tabling member	478 label Biography information for Lord Field of Birkenhead

1010212

registered interest
date	19/11/2018
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	Social Security Benefits: 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 the (a) shortest, (b) longest and (c) average waiting times for calls to each of her Department's benefit telephone lines were in each of the last 18 months for which data are available.
tabling member constituency	Birkenhead
tabling member printed	Frank Field
uin	192734
answer	answer is ministerial correction date of answer 04/12/2018 answer text <p>The table below provides the average waiting times for the benefit telephone lines for comparison with PQ<a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2018-05-08/141701/" target="_blank">141701</a>.</p><p> </p><p>The information is for the most recent 18 month period in which data is available for, May 2017 to October 2018.</p><p> </p><p>We are aware of a potential issue, which is being investigated, whereby a call could be terminated by a customer but potentially remain in the system and continue to be recorded as a ‘live call’. This issue produces statistical anomalies which impact on the reliability of the data available.</p><p> </p><p>Average Speed of Answer</p><p> </p><table><tbody><tr><td><p> </p></td><td><p>Last 18 Months</p></td><td><p>October 2018</p></td></tr><tr><td><p>National DLA Adult</p></td><td><p>00:03:26</p></td><td><p>00:04:51</p></td></tr><tr><td><p>Employment and Support Allowance Enquiry</p></td><td><p>00:15:19</p></td><td><p>00:11:30</p></td></tr><tr><td><p>Jobseekers Allowance Enquiry English</p></td><td><p>00:08:51</p></td><td><p>00:03:43</p></td></tr><tr><td><p>Income Support Enquiry</p></td><td><p>00:08:38</p></td><td><p>00:11:07</p></td></tr><tr><td><p>Jobcentre Enquiry Line</p></td><td><p>00:06:05</p></td><td><p>00:04:48</p></td></tr><tr><td><p>Personal Independence Payment</p></td><td><p>00:05:31</p></td><td><p>00:06:46</p></td></tr><tr><td><p>Universal Credit Live Service</p></td><td><p>00:09:17</p></td><td><p>00:16:26</p></td></tr><tr><td><p>Universal Credit Full Service</p></td><td><p>00:05:01</p></td><td><p>00:03:58</p></td></tr></tbody></table><p> </p><p>The information requested regarding the shortest and longest wait time could only be provided at disproportionate cost.</p><p> </p><p>Please Note:</p><p> </p><p>Data Source: BT - OPMIS and Historical Management Information (GI2 – HMI)</p><p>The data supplied is derived from unpublished management information, which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 04/12/2018 16:33:04 answering member 4105 label Biography information for Justin Tomlinson
tabling member	478 label Biography information for Lord Field of Birkenhead

1010312

registered interest
date	19/11/2018
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
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 seeks to recover remaining payments on an advance payment for universal credit from the estate of a deceased person.
tabling member constituency	Stockton North
tabling member printed	Alex Cunningham
uin	192904
answer	answer is ministerial correction date of answer 26/11/2018 answer text <p>Universal Credit (UC) advances are available to claimants as a form of budgeting support, allowing them to better manage their finances. In most cases an advance would be repaid through a series of monthly deductions from their ongoing UC entitlement. The claimant is able to select the amount of time over which they repay their advance, currently up to a maximum of 12 months.</p><p> </p><p>If an advance is not recovered from the associated benefit claim because the claim ends or there was no entitlement to that benefit, the outstanding balance is treated as if it were an overpayment and referred to the Department’s Debt Management team to arrange recovery.</p><p> </p><p>Where a debtor dies and leaves outstanding Social Security debt, the Department becomes a creditor of the estate and will then make a claim for these debts from the estate. Where it is established that there is no estate the outstanding balance is written off.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 26/11/2018 14:03:00 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4122 label Biography information for Alex Cunningham

1010328

registered interest
date	19/11/2018
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	Local Housing Allowance
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether local housing allowance rates for tenants in the private rented sector will be set at the 30th percentile of local market rents at the end of the freeze of those rates in March 2020.
tabling member constituency	Kensington
tabling member printed	Emma Dent Coad
uin	192947
answer	answer is ministerial correction date of answer 26/11/2018 answer text <p>We are currently considering plans for Local Housing Allowance rates beyond March 2020.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 26/11/2018 14:13:21 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4683 label Biography information for Emma Dent Coad

1010329

registered interest
date	19/11/2018
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	Local Housing Allowance
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 made an estimate of the cost to the public purse of reducing the age limit for the Shared Accommodation rate of Local Housing Allowance from 35 to 30 years old; and if she will make a statement.
tabling member constituency	Kensington
tabling member printed	Emma Dent Coad
uin	192948
answer	answer is ministerial correction date of answer 26/11/2018 answer text <p>No such estimate has been made. The shared accommodation rate applies to those individuals aged under 35, who are single, living on their own and renting privately, with exemptions for certain vulnerable groups.</p><p><strong> </strong></p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 26/11/2018 14:08:19 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4683 label Biography information for Emma Dent Coad

1010334

registered interest
date	19/11/2018
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: Housing
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what representations she has received on the effect of the universal credit minimum income floor on the amount of housing element support self-employed claimants are entitled to compared with their housing benefit entitlement under the legacy benefit system.
tabling member constituency	Kensington
tabling member printed	Emma Dent Coad
uin	192952
answer	answer is ministerial correction date of answer 23/11/2018 answer text <p>The Minimum Income Floor (MIF) is applied to the total maximum Universal Credit entitlement. Consequently, the issue of how it affects the housing element does not arise.</p><p><strong> </strong></p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 23/11/2018 10:46:03 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4683 label Biography information for Emma Dent Coad

1010335

registered interest
date	19/11/2018
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	Independent Case Examiner: Finance
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 16 October 2018 to Question 176686 on Independent Case Examiner, how much additional funding the Independent Case Examiner received in 2017-18 to reduce the waiting time for a decision.
tabling member constituency	Kensington
tabling member printed	Emma Dent Coad
uin	192953
answer	answer is ministerial correction date of answer 27/11/2018 answer text <p>The Independent Case Examiner’s Office received no additional funding in the 2017-18 reporting year however, the Office has received funding for additional staff in the current reporting year.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 27/11/2018 17:05:15 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4683 label Biography information for Emma Dent Coad

1010336

registered interest
date	19/11/2018
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	Independent Case Examiner
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, how many complaints to the Independent Case Examiner were concluded by (a) the early resolution process, (b) settlement following a review of the evidence and (c) a full investigation in each month from January 2017 to October 2018 inclusive.
tabling member constituency	Kensington
tabling member printed	Emma Dent Coad
uin	192954
answer	answer is ministerial correction date of answer 26/11/2018 answer text <p>The table below provides details of the complaints concluded by the Independent Case Examiner’s Office in each month from January 2017 to October 2018, broken down by (a) resolution (b) settlement and (c) a full investigation.</p><table><tbody><tr><td><p>Month</p></td><td><p>Concluded by Resolution</p></td><td><p>Concluded by Settlement</p></td><td><p>Concluded by ICE Report</p></td></tr><tr><td><p>January 2017</p></td><td><p>12</p></td><td><p>6</p></td><td><p>54</p></td></tr><tr><td><p>February 2017</p></td><td><p>3</p></td><td><p>9</p></td><td><p>58</p></td></tr><tr><td><p>March 2017</p></td><td><p>5</p></td><td><p>26</p></td><td><p>78</p></td></tr><tr><td><p>April 2017</p></td><td><p>7</p></td><td><p>9</p></td><td><p>42</p></td></tr><tr><td><p>May 2017</p></td><td><p>5</p></td><td><p>14</p></td><td><p>65</p></td></tr><tr><td><p>June 2017</p></td><td><p>4</p></td><td><p>17</p></td><td><p>64</p></td></tr><tr><td><p>July 2017</p></td><td><p>9</p></td><td><p>13</p></td><td><p>61</p></td></tr><tr><td><p>August 2017</p></td><td><p>7</p></td><td><p>6</p></td><td><p>56</p></td></tr><tr><td><p>September 2017</p></td><td><p>7</p></td><td><p>18</p></td><td><p>46</p></td></tr><tr><td><p>October 2017</p></td><td><p>8</p></td><td><p>18</p></td><td><p>55</p></td></tr><tr><td><p>November 2017</p></td><td><p>5</p></td><td><p>7</p></td><td><p>64</p></td></tr><tr><td><p>December 2017</p></td><td><p>6</p></td><td><p>9</p></td><td><p>50</p></td></tr><tr><td><p>January 2018</p></td><td><p>10</p></td><td><p>8</p></td><td><p>67</p></td></tr><tr><td><p>February 2018</p></td><td><p>5</p></td><td><p>7</p></td><td><p>70</p></td></tr><tr><td><p>March 2018</p></td><td><p>10</p></td><td><p>15</p></td><td><p>58</p></td></tr><tr><td><p>April 2018</p></td><td><p>12</p></td><td><p>9</p></td><td><p>53</p></td></tr><tr><td><p>May 2018</p></td><td><p>8</p></td><td><p>10</p></td><td><p>69</p></td></tr><tr><td><p>June 2018</p></td><td><p>13</p></td><td><p>10</p></td><td><p>85</p></td></tr><tr><td><p>July 2018</p></td><td><p>14</p></td><td><p>16</p></td><td><p>61</p></td></tr><tr><td><p>August 2018</p></td><td><p>13</p></td><td><p>12</p></td><td><p>79</p></td></tr><tr><td><p>September 2018</p></td><td><p>16</p></td><td><p>14</p></td><td><p>61</p></td></tr><tr><td><p>October 2018</p></td><td><p>24</p></td><td><p>29</p></td><td><p>87</p></td></tr></tbody></table><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 26/11/2018 14:22:21 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4683 label Biography information for Emma Dent Coad

1010337

registered interest
date	19/11/2018
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	Independent Case Examiner
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether complaints to the Independent Case Examiner that have been considered under the early resolution process can be referred directly to the Parliamentary Ombudsman.
tabling member constituency	Kensington
tabling member printed	Emma Dent Coad
uin	192955
answer	answer is ministerial correction date of answer 27/11/2018 answer text <p>The Independent Case Examiner’s Office routinely considers whether the complaints it accepts for examination can be resolved, to the complainant’s satisfaction, without the need for a full examination of the case. The resolution process will only succeed if the complainant is satisfied that their complaint has been addressed. Decisions on whether to refer a complaint to the Parliamentary Ombudsman’s Office, regardless of the stage at which it was concluded by the Independent Case Examiner’s Office, rest with individual Members of Parliament.</p><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 27/11/2018 16:02:56 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4683 label Biography information for Emma Dent Coad

1010378

registered interest
date	19/11/2018
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	Children: Maintenance
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, how her Department assesses child maintenance liabilities in cases where HMRC has not received updated PAYE or self-assessment records at the end of the financial year.
tabling member constituency	Lanark and Hamilton East
tabling member printed	Angela Crawley
uin	192924
answer	answer is ministerial correction date of answer 23/11/2018 answer text <p>In the first instance the Child Maintenance Service (CMS) will use HMRC data to assess liability. If this is not available, CMS sources information directly from the paying parent or their employer. CMS have powers to estimate income where the information provided is insufficient or atypical. This estimation will initially be based on the most recent HMRC information available or, depending on the circumstances of the case, the Annual Survey of Hours and Earnings (a sampled survey of employers taken by HMRC).</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 23/11/2018 11:06:07 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4469 label Biography information for Angela Crawley