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810509

registered interest
date	21/12/2017
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 19 December to Question 118690, on Universal Credit: Telephone Services, what the evidential basis is to support the position that people abandoned calls to use the online service; what the cost to the public purse was of abandoned calls in each month since September 2016; and what the average length of abandoned calls was in that time period.
tabling member constituency	Oldham West and Royton
tabling member printed	Jim McMahon
uin	121092
answer	answer is ministerial correction date of answer 08/01/2018 answer text <p>Universal Credit Full Service is a digital service designed to enable customers to manage their own data and account online at a time which is convenient for them. As well as giving them access to online statements for payment information, and their journal for interacting with their dedicated Case Manager and Work Coach, customers are able to report changes online when they would previously have called us.</p><p> </p><p>We do not currently hold any management information that specifically correlates abandoned calls to use of online services. However, as of November 2017, the percentage of customers claiming online is over 95%, and those reporting changes online is now over 80%. This type of channel shift is helping reduce the calls we receive as a percentage of the caseload: Universal Credit Full Service calls per claim ratio has decreased from 2.7 in April 2016 to 1.0 by the end of October 2017.</p><p> </p><p>There was no cost to the public purse for abandoned calls as this forms part of the contract we have with BT, and following the introduction of the free phone numbers to Universal Credit helplines in November 2017 there will no longer be a cost to the customer.</p><p> </p><p>Between September 2016 and October 2017 the average length of time before a call was voluntarily abandoned by the Universal Credit Full Service customer was 5 minutes 19 seconds.</p><p> </p><p>Notes –</p><p> </p><p>1) The data supplied is derived from unpublished management information, which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics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><p> </p><p>2) Data is not yet available for November 2017.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 08/01/2018 12:37:18 answering member 3969 label Biography information for Damian Hinds
tabling member	4569 label Biography information for Jim McMahon

810652

registered interest
date	21/12/2017
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: Glasgow
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, if his Department will monitor trends in the level of sanction decisions at Shettleston Jobcentre for 12 months after the divestment of Bridgeton, Parkhead and Easterhouse Jobcentres.
tabling member constituency	Glasgow East
tabling member printed	David Linden
uin	120997
answer	answer is ministerial correction date of answer 08/01/2018 answer text <p>The Department is continually monitoring sanction decisions across all Jobcentres.</p><p> </p><p>The latest statistics regarding this can be found on Gov.uk up to June 2017 -</p><p><a href="https://www.gov.uk/government/statistics/benefit-sanctions-statistics-2017" target="_blank"><strong>https://www.gov.uk/government/statistics/benefit-sanctions-statistics-2017</strong></a></p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 08/01/2018 16:00:37 answering member 3969 label Biography information for Damian Hinds
tabling member	4640 label Biography information for David Linden

810714

registered interest
date	21/12/2017
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, pursuant to the Answer of 21 December 2017 to Question 119929 on universal credit, when the automated system will be be operational.
tabling member constituency	Rutherglen and Hamilton West
tabling member printed	Ged Killen
uin	121059
answer	answer is ministerial correction date of answer 08/01/2018 answer text <p>In order to roll out Universal Credit safely and securely, improvements are built into the Universal Credit IT system using a test and learn approach. We learn from our data and research before features are considered, approved and progressed. Implementing the automated system is important to us and will be prioritised in due course.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 08/01/2018 15:54:52 answering member 3969 label Biography information for Damian Hinds
tabling member	4672 label Biography information for Ged Killen

810716

registered interest
date	21/12/2017
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	Jobcentres: Closures
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, how many jobcentre premises were closed in 2017, including centres that were merged with larger jobcentres or co-located in other government buildings.
tabling member constituency	Rutherglen and Hamilton West
tabling member printed	Ged Killen
uin	121061
answer	answer is ministerial correction date of answer 08/01/2018 answer text <p>Since the Written Ministerial Statement laid out in Parliament on 5 July 2017 confirming our plan to rationalise the DWP estate, the Department has closed 46 jobcentres up to and including 20 December 2017.</p><p> </p><p>The staff and services from 26 jobcentres have merged into nearby, larger Jobcentre offices, and there have been 20 co-locations with Local Authorities.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 08/01/2018 15:51:12 answering member 3969 label Biography information for Damian Hinds
tabling member	4672 label Biography information for Ged Killen

810717

registered interest
date	21/12/2017
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	Jobcentres
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what estimate he has made of the average distance a claimant travels to reach their nearest job centre for an appointment; and what the average distance is in rural areas.
tabling member constituency	Rutherglen and Hamilton West
tabling member printed	Ged Killen
uin	121062
answer	answer is ministerial correction date of answer 08/01/2018 answer text <p>DWP does not collect information on the travel times and distances for individual claimants.</p><p> </p><p>When DWP looked at proposed jobcentre closures, there was a reasonable expectation that claimants can travel 3 miles or 20 minutes by public transport to a new jobcentre location from their existing jobcentre.</p><p> </p><p>There are large areas of the country where claimants have always travelled further than this.</p><p> </p><p>If claimants are experiencing any difficulties with accessing DWP services, they should discuss their issues with their work coach who will be happy to help overcome any issues affecting their claim or work search.</p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 08/01/2018 15:44:45 answering member 3969 label Biography information for Damian Hinds
tabling member	4672 label Biography information for Ged Killen

810746

registered interest
date	21/12/2017
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: Council Tax Reduction Schemes
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether jobcentre plus staff inform clients claiming universal credit that they are eligible to claim council tax relief in those local authority areas where this relief is still available for working-age people.
tabling member constituency	Oxford East
tabling member printed	Anneliese Dodds
uin	121091
answer	answer is ministerial correction date of answer 08/01/2018 answer text <p>When making an online claim for Universal Credit, claimants are signposted to independent websites and benefit calculators which highlight other support that may be available in their area, including Council Tax reduction.</p><p> </p><p>DWP staff are aware of support available locally and this forms a key part of the conversations during the initial stages of a Universal Credit claim.</p><p> </p><p>They also promote national products of support, such as the online money manager developed by the Money Advice Service.</p><p> </p><p>There is a section on Gov.uk relating to budgeting support which can be found here:</p><p> </p><p><a href="https://www.gov.uk/government/news/new-budgeting-support-for-universal-credit-claimants" target="_blank">https://www.gov.uk/government/news/new-budgeting-support-for-universal-credit-claimants</a></p> answering member constituency East Hampshire answering member printed Damian Hinds question first answered 08/01/2018 14:00:28 answering member 3969 label Biography information for Damian Hinds
tabling member	4657 label Biography information for Anneliese Dodds