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997186

registered interest
date	29/10/2018
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: 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 there are targets for the amount of time call centre staff spend on the phone to universal credit (a) applicants and (b) service users; and if she will make a statement.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185100
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>There are no targets for time spent on the telephone to applicants or service users. Call durations vary dependant on the needs of the caller, and team leaders are encouraged to observe interactions to assure call quality.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:49:46 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

997192

registered interest
date	29/10/2018
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: 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 publish the scripts that Universal Credit call centre workers use to answer calls from service users or applicants.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185101
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>There are no scripts currently in use in Universal Credit for call handlers, the service does however guide colleagues through certain agent led processes to ensure correct steps are taken when appropriate. In addition there are supportive lines available to agents to assist claimants with being able to self-serve where this is appropriate.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:52:57 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

997197

registered interest
date	29/10/2018
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: 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 data is collected by her Department on the experience of claimants using universal credit helplines.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185102
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>The Department conducts a regular independent customer survey for all main benefits, composed of around 15,000 telephone interviews per year. During 2018/19 around 4,500 Universal Credit claimants will be interviewed and questions will cover the whole of the customer experience, including telephone contact. In future we will conduct Universal Credit specific surveys. The Department uses standard call recording technology, the data is used to assess the quality of service our staff provide.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:43:02 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

997233

registered interest
date	29/10/2018
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: 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 provided to universal credit helpline employees; and if she will make a statement.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185118
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>DWP staff servicing the Universal Credit helplines have a three week facilitated learning period. This structured learning provides the skills and knowledge required to support them to answer claimant queries. Call agents may use aides to help effectively process the case and provide coaching for claimants about how to manage their online Universal Credit account. As we change processes, guidance is updated and provided to call agents at the appropriate time.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:27:27 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

994010

registered interest
date	24/10/2018
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: Domestic Abuse
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether, the Government has made an assessment of the potential merits of including provisions on automatic split payments in the draft Domestic Abuse Bill.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	183352
answer	answer is ministerial correction date of answer 29/10/2018 answer text <p>The Home Office and the Ministry of Justice led on the recent domestic abuse consultation and draft Domestic Abuse Bill. They will publish their response later this session.</p><p> </p><p>Split payments are already available on request in Universal Credit as part of our Alternative Payment Arrangements. Not all victims of domestic abuse will want a split payment and we work with claimants on an individual basis to provide support that fits their individual circumstances. We will provide all the support we can when an individual discloses they are suffering from domestic abuse, and direct them to third party professionals who can provide additional expert advice.</p><p> </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 to further understand the impacts of such a policy.</p><p><strong> </strong></p><p><strong> </strong></p><p> </p><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 29/10/2018 15:03:59 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4628 label Biography information for Danielle Rowley

992669

registered interest
date	22/10/2018
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: Children
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what the evidential base is for the claim that the two-child limit policy will encourage families to reflect carefully on their readiness to support an additional child; and how that claim relates to families who already have two or more children.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	182222
answer	answer is ministerial correction date of answer 25/10/2018 answer text <p>I refer the hon. Member to my reply to Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2018-10-19/181634/" target="_blank">181634</a> on 24 October 2018.</p><p> </p> answering member constituency Reading West answering member printed Alok Sharma question first answered 25/10/2018 16:49:17 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

992803

registered interest
date	22/10/2018
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: Scotland
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what her Department’s timetable is for providing automatic split payments of universal credit in Scotland.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	182288
answer	answer is ministerial correction date of answer 25/10/2018 answer text <p>Universal Credit Scottish Choices (Flexibilities), including split payments, are a matter for the Scottish Government as part of the Scotland Act 2016. We continue to work closely with the Scottish Government to support the development and implementation of this policy.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 25/10/2018 14:00:38 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

992804

registered interest
date	22/10/2018
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, what steps her Department is taking to (a) promote the option of universal credit split payments and (b) reduce the risks from selecting that option.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	182289
answer	answer is ministerial correction date of answer 25/10/2018 answer text <p>Split payments are available to claimants to prevent hardship and are considered in certain circumstances, such as in cases of domestic violence, financial abuse or where one partner has mismanaged the household finances. Our staff work closely with claimants, ensuring that any vulnerability is identified at an early stage; and tailor the support they provide to the claimant’s needs. No information relating to the split payment, including why a split payment has been granted, is recorded on the claimant’s individual online journal or shared with the other member of the couple.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 25/10/2018 13:49:04 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

992806

registered interest
date	22/10/2018
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 she plans to carry out a new equality impact assessment of universal credit; and if she will make a statement.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	182291
answer	answer is ministerial correction date of answer 25/10/2018 answer text <p>In line with Ministers’ legal duties equality impacts have been considered on all major changes to Universal Credit.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 25/10/2018 14:03:33 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

991197

registered interest
date	19/10/2018
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: Children
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the potential effect on children in families of the two-child limit policy for universal credit.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	181633
answer	answer is ministerial correction date of answer 24/10/2018 answer text <p>An impact assessment of the policy of providing support for a maximum of two children in Child Tax Credits and Universal Credit, which considered the impact of the policy on families and other protected groups, was published in July 2015 and is available at:</p><p><a href="https://www.parliament.uk/documents/impact-assessments/ia15-006e.pdf" target="_blank">https://www.parliament.uk/documents/impact-assessments/ia15-006e.pdf</a></p><p> </p><p>Child Benefit is not affected by these changes and will continue to be paid regardless of family size.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 24/10/2018 15:54:55 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley