It is not the Department\u2019s policy to use digital methods by default when contacting all Universal Credit recipients.<\/p>
<\/p>
We have a number of methods to support us in communicating with claimants. When making an initial application for Universal Credit, individuals are able to opt for their preferred contact method.<\/p>
<\/strong><\/p> Work coaches and claimants can also use Universal Credit online journals to communicate, unless it has been previously identified that this is not an option for the claimant. In these cases, the journal will be updated, however the claimant will also be contacted in a way that suits their individual needs, for example by a phone call.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4033", "label" : {"_value" : "Biography information for David Rutley"}
}
, "answeringMemberConstituency" : {"_value" : "Macclesfield"}
, "answeringMemberPrinted" : {"_value" : "David Rutley"}
, "dateOfAnswer" : {"_value" : "2022-01-05", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-01-05T16:38:35.617Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-12-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether it is her policy to use digital by default when contacting universal credit recipients; and if she will make a statement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "92820"}
, {"_about" : "http://data.parliament.uk/resources/1387839", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1387839/answer", "answerText" : {"_value" : " Throughout the pandemic, Jobcentres remained open for claimants who required face-to-face support. From April, Jobcentres in England, Scotland, and Wales returned to their pre-lockdown opening hours and restarted face-to-face appointments, in accordance with government guidelines.<\/p> In line with current public health guidance, and with safety measures in place, Jobcentre Work Coaches are continuing to book face-to-face appointments for those claimants who are required to attend mandatory appointments as part of their conditions for receiving Universal Credit.<\/p> The frequency of interventions Work Coaches undertake with claimants is determined by the individual circumstances of the claimant, the duration of their claim, and the level of support required at that particular time. There is no target of face-to-face appointments a full-time Work Coach is expected to deliver in one day. Appointments are determined by the circumstances of each claimant and the type of meeting being conducted. Maintaining an effective Work Coach diary is a joint responsibility between a team leader and the Work Coach, and is managed collaboratively through regular discussion and agreement.<\/p> Our Jobcentre teams are committed to ensuring all claimants receive the best possible support to meet their individual circumstance. Jobcentre team leaders are responsible for assuring the quality services provided to individual claimants through a combination of observation of Work Coach interviews, feedback, coaching and appraisal.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2022-01-05", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : [{"_value" : "92822"}
, {"_value" : "92823"}
, {"_value" : "92824"}
], "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-01-05T17:33:46.36Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-12-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Jobcentres"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether job centres (a) have targets for conducting face-to-face interviews or (b) plan to implement targets for conducting those interviews for recipients of universal credit and other working age benefits; and if she will make a statement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "92821"}
, {"_about" : "http://data.parliament.uk/resources/1387842", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1387842/answer", "answerText" : {"_value" : " Throughout the pandemic, Jobcentres remained open for claimants who required face-to-face support. From April, Jobcentres in England, Scotland, and Wales returned to their pre-lockdown opening hours and restarted face-to-face appointments, in accordance with government guidelines.<\/p> In line with current public health guidance, and with safety measures in place, Jobcentre Work Coaches are continuing to book face-to-face appointments for those claimants who are required to attend mandatory appointments as part of their conditions for receiving Universal Credit.<\/p> The frequency of interventions Work Coaches undertake with claimants is determined by the individual circumstances of the claimant, the duration of their claim, and the level of support required at that particular time. There is no target of face-to-face appointments a full-time Work Coach is expected to deliver in one day. Appointments are determined by the circumstances of each claimant and the type of meeting being conducted. Maintaining an effective Work Coach diary is a joint responsibility between a team leader and the Work Coach, and is managed collaboratively through regular discussion and agreement.<\/p> Our Jobcentre teams are committed to ensuring all claimants receive the best possible support to meet their individual circumstance. Jobcentre team leaders are responsible for assuring the quality services provided to individual claimants through a combination of observation of Work Coach interviews, feedback, coaching and appraisal.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2022-01-05", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : [{"_value" : "92821"}
, {"_value" : "92823"}
, {"_value" : "92824"}
], "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-01-05T17:33:46.413Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-12-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Jobcentres: Standards"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, what key performance indicators operate in job centres in respect of interviewing recipients of universal credit and other working age benefits; and if she will publish those key performance indicators.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "92822"}
, {"_about" : "http://data.parliament.uk/resources/1387843", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1387843/answer", "answerText" : {"_value" : " Throughout the pandemic, Jobcentres remained open for claimants who required face-to-face support. From April, Jobcentres in England, Scotland, and Wales returned to their pre-lockdown opening hours and restarted face-to-face appointments, in accordance with government guidelines.<\/p> In line with current public health guidance, and with safety measures in place, Jobcentre Work Coaches are continuing to book face-to-face appointments for those claimants who are required to attend mandatory appointments as part of their conditions for receiving Universal Credit.<\/p> The frequency of interventions Work Coaches undertake with claimants is determined by the individual circumstances of the claimant, the duration of their claim, and the level of support required at that particular time. There is no target of face-to-face appointments a full-time Work Coach is expected to deliver in one day. Appointments are determined by the circumstances of each claimant and the type of meeting being conducted. Maintaining an effective Work Coach diary is a joint responsibility between a team leader and the Work Coach, and is managed collaboratively through regular discussion and agreement.<\/p> Our Jobcentre teams are committed to ensuring all claimants receive the best possible support to meet their individual circumstance. Jobcentre team leaders are responsible for assuring the quality services provided to individual claimants through a combination of observation of Work Coach interviews, feedback, coaching and appraisal.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2022-01-05", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : [{"_value" : "92821"}
, {"_value" : "92822"}
, {"_value" : "92824"}
], "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-01-05T17:33:46.477Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-12-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Jobcentres: Coronavirus"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether her Department has plans to issue guidance to job centres on conducting interviews online or by telephone as part of the introduction of Plan B covid-19 restrictions.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "92823"}
, {"_about" : "http://data.parliament.uk/resources/1387848", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1387848/answer", "answerText" : {"_value" : " Throughout the pandemic, Jobcentres remained open for claimants who required face-to-face support. From April, Jobcentres in England, Scotland, and Wales returned to their pre-lockdown opening hours and restarted face-to-face appointments, in accordance with government guidelines.<\/p> In line with current public health guidance, and with safety measures in place, Jobcentre Work Coaches are continuing to book face-to-face appointments for those claimants who are required to attend mandatory appointments as part of their conditions for receiving Universal Credit.<\/p> The frequency of interventions Work Coaches undertake with claimants is determined by the individual circumstances of the claimant, the duration of their claim, and the level of support required at that particular time. There is no target of face-to-face appointments a full-time Work Coach is expected to deliver in one day. Appointments are determined by the circumstances of each claimant and the type of meeting being conducted. Maintaining an effective Work Coach diary is a joint responsibility between a team leader and the Work Coach, and is managed collaboratively through regular discussion and agreement.<\/p> Our Jobcentre teams are committed to ensuring all claimants receive the best possible support to meet their individual circumstance. Jobcentre team leaders are responsible for assuring the quality services provided to individual claimants through a combination of observation of Work Coach interviews, feedback, coaching and appraisal.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2022-01-05", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : [{"_value" : "92821"}
, {"_value" : "92822"}
, {"_value" : "92823"}
], "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-01-05T17:33:46.523Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-12-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Jobcentres: Liverpool"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, how often a jobseeker on universal credit in Liverpool is required to attend a face to face interview in the job centre; and if she will make a statement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "92824"}
, {"_about" : "http://data.parliament.uk/resources/1363161", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1363161/answer", "answerText" : {"_value" : " Yes. This matter was addressed during a Work and Pension Select Committee evidence session on 8 November.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
, "answeringMemberConstituency" : {"_value" : "Hexham"}
, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
, "dateOfAnswer" : {"_value" : "2021-11-10", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "previousAnswerVersion" : {"_about" : "http://data.parliament.uk/resources/1363161/answer/previousversion/28711", "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
, "answeringMemberConstituency" : {"_value" : "Hexham"}
, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
}
, "questionFirstAnswered" : [{"_value" : "2021-11-10T15:21:28.88Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-10-25", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "State Retirement Pensions"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether the delays in receipt of the first payment of state pension experienced by some people retiring this year have now been ended, and if she will make a statement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "62618"}
, {"_about" : "http://data.parliament.uk/resources/1363165", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1363165/answer", "answerText" : {"_value" : " This information is not collated as a matter of normal business and is only available at disproportionate cost to the Department.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
, "answeringMemberConstituency" : {"_value" : "Hexham"}
, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
, "dateOfAnswer" : {"_value" : "2021-10-28", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2021-10-28T11:27:17.297Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-10-25", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "State Retirement Pensions"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, what was the average length of time after retirement and entitlement to state pension by which the first payment was made to recipients in (a) 2018-19, (b) 2019-20 and (c) 2020-21.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "62619"}
, {"_about" : "http://data.parliament.uk/resources/1363167", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1363167/answer", "answerText" : {"_value" : " This information is not collated as a matter of normal business and is only available at disproportionate cost to the Department.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
, "answeringMemberConstituency" : {"_value" : "Hexham"}
, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
, "dateOfAnswer" : {"_value" : "2021-10-28", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2021-10-28T11:31:32.923Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-10-25", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "State Retirement Pensions"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, how many people have experienced a delay in receipt of their first payment of State Pension in each of the last three years.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/483", "label" : {"_value" : "Biography information for Maria Eagle"}
}
, "tablingMemberConstituency" : {"_value" : "Garston and Halewood"}
, "tablingMemberPrinted" : [{"_value" : "Maria Eagle"}
], "uin" : "62620"}
, {"_about" : "http://data.parliament.uk/resources/1363168", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1363168/answer", "answerText" : {"_value" : " This information is not collated as a matter of normal business and is only available at disproportionate cost to the Department.<\/p> The latest available information on Universal Credit payment timeliness is published and can be found at: https://stat-xplore.dwp.gov.uk/<\/a><\/p> Guidance on how to extract the information required can be found at:<\/p>