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1020727

registered interest
date	06/12/2018
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	Department for Work and Pensions: 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 recent assessment she has made of the (a) efficiency and (b) effectiveness of her Department’s call centres.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	199909
answer	answer is ministerial correction date of answer 11/12/2018 answer text <p>The Department continuously monitors the efficiency and effectiveness of our telephony centres. We monitor a range of performance areas on a weekly, daily and real-time basis, as well as seeking customers’ feedback of the service and use this for continuous improvement. We also conduct trials and tests to ensure we understand the most optimal model of service delivery, learning iteratively and applying that learning to all parts of our service, including Pensions, Child Maintenance, Disability Services and Universal Credit.</p><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 11/12/2018 13:21:36 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4651 label Biography information for Dan Carden

1020729

registered interest
date	06/12/2018
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	Department for Work and Pensions: 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 steps she is taking to improve the performance of customer-facing services provided by her Department in terms of (a) time taken to answer a telephone call and (b) assistance provided.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	199910
answer	answer is ministerial correction date of answer 12/12/2018 answer text <p>The Department regularly reviews the numbers of people working at key points during our operating hours to ensure we have the right number of people available to answer customer calls. Services and staff training are continually monitored and assessed, both in real time to meet any short term peaks in demand and also reviewed for longer term improvements to ensure the service continues to meet customer service expectation. For example, a recent improvement is the new routed telephony service for Universal Credit Full Service claims, introduced this summer, in which claimants with an existing claim are connected directly to the person or team who are dealing with their case.</p><p> </p><p>The Department is taking a range of steps to improve assistance and accessibility of our services.</p><p> </p><p>- On telephony, the Department is currently reviewing all call scripts and instructions for DWP telephony agents to identify necessary improvements in the assistance given to claimants requesting communications in alternative formats, such as large print, braille and audio. We have also, over the past year, extended the provision of British Sign Language to deaf claimants calling the Department through the Video Relay Service, which connects them to telephony agents via a third party translator.</p><p>- On digital, for example with Universal Credit, in addition to being a 24 hour, seven day a week, digital service, claimants are able to check their Universal Credit benefit payments, notify us of changes and record notes via an online journal facility at a time that suits them. For those requiring help, assistance to access digital service help is available through Universal Support. Assisted Digital Support, which is a component of Universal Support, provides help, support and skills claimants need to make and maintain their digital account online. Further support is offered via training courses which claimants are referred to by their work coaches. Additionally, all Jobcentres across the country have Wi-Fi and computers available for claimants to access the internet and in exceptional circumstances, a home visit can be arranged to support a claimant in making and maintaining their claim.</p><p> </p><p>- The Department has an ongoing programme of improvement in place to ensure that written communications to our customers are as clear and accessible as possible. Additional information and resources are available on all DWP services via the Gov.uk website.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 12/12/2018 15:43:44 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4651 label Biography information for Dan Carden

1020730

registered interest
date	06/12/2018
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: Appeals
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 that the appeal process works effectively across the full-service universal credit process.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	199911
answer	answer is ministerial correction date of answer 13/12/2018 answer text <p>While DWP does not administer appeals, this is the responsibility of HM Courts and Tribunals Service (HMCTS), DWP is initially responsible for ensuring all requests for an appeal are considered. For example, having the original decision reconsidered by a different Decision Maker (a Mandatory Reconsideration). Should the claimant subsequently appeal, on receipt of that appeal from HMCTS, DWP are responsible for checking the decision is correct in law, and considering any further information and evidence provided with the appeal. If the decision remains correct, and cannot be revised after considering any further information provided, DWP prepare an appeal response for HMCTS.</p><p> </p><p>DWP works closely with HMCTS to review the outcome of appeal hearings and whether any internal improvements are necessary. Combined with Universal Credit Full Service internal assurance activities, this supports ongoing improvements with feedback provided to colleagues responsible for the end-to-end customer journey.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 13/12/2018 16:53:10 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4651 label Biography information for Dan Carden

1020731

registered interest
date	06/12/2018
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 she is taking to ensure that people who (a) cannot access the internet and (b) are not allowed to access the internet can claim universal credit.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	199912
answer	answer is ministerial correction date of answer 11/12/2018 answer text <p>Most people claiming Universal Credit will be able to access and navigate the internet, to make and maintain their Universal Credit account. Our published Universal Credit Claimant Survey found that 98 per cent of claimants did claim online, and the majority of those said they found the claim process overall to be straightforward. However, we recognise that some people will need help.</p><p> </p><p>For those requiring help, assistance is available through Universal Support. On 1 October 2018 we announced the Department’s new partnership with Citizens Advice and Citizens Advice Scotland, who will fully deliver Universal Support from April 2019. This partnership will ensure we are offering a consistent approach nationally for our most vulnerable customers.</p><p> </p><p>Assisted Digital Support, which is a component of Universal Support, provides help, support and skills claimants need to make and maintain their digital account online. Further support is offered via training courses which claimants are referred to by their work coaches.</p><p> </p><p>Additionally, all jobcentres across the country have Wi-Fi and computers available for claimants to access the internet. For those few that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline. The Universal Credit Service Centre will establish the best means of support available, and in exceptional circumstances, a home visit can be arranged to support a claimant in making and maintaining their claim.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 199801 question first answered 11/12/2018 18:06:43 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4651 label Biography information for Dan Carden

1020732

registered interest
date	06/12/2018
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, if she will remove the non-dependent deduction from universal credit housing costs for people aged over 21 who are students.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	199913
answer	answer is ministerial correction date of answer 11/12/2018 answer text <p>A student aged 21, whose circumstances require that a housing costs contribution is applied and is not in an exemption category, will likely be receiving a student loan or grant for daily maintenance and so has funds to make a contribution toward their accommodation costs. It is right that the student, aged 21 or over makes a contribution toward these costs.</p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 11/12/2018 12:30:47 answering member 4105 label Biography information for Justin Tomlinson
tabling member	4651 label Biography information for Dan Carden

1020733

registered interest
date	06/12/2018
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: Mental Illness
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 universal credit claimants who suffer from mental health issues are adequately supported during the managed migration process.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	199914
answer	answer is ministerial correction date of answer 11/12/2018 answer text <p>The Department is committed to delivering managed migration in a way that supports all claimants, including those with mental health issues, as they transition onto Universal Credit. Managed migration will begin in 2019 with a lengthy and robust period of at least a year to learn and adapt and ensure our processes are working well before we begin to migrate at scale. We are working closely with a large and diverse number of stakeholders, including those who focus on mental health issues and are seeking their input on the design of the managed migration process to ensure that vulnerable claimants are fully supported.</p><p> </p><p>The draft Universal Credit (Managed Migration) Regulations 2018, which were laid before Parliament on 5 November 2018, provide the flexibility necessary to support this collaborative design process. These regulations are essential to ensuring that all claimants, including those with mental health issues, migrate onto Universal Credit smoothly.</p> answering member constituency Truro and Falmouth answering member printed Sarah Newton question first answered 11/12/2018 13:30:31 answering member 4071 label Biography information for Sarah Newton
tabling member	4651 label Biography information for Dan Carden

1019506

registered interest
date	03/12/2018
answering body	Department for International Development
answering dept id	20
answering dept short name	International Development
answering dept sort name	International Development
hansard heading	European Development Fund
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Development, what progress she has made on her Department's plans for the future financial relationship with the European Development Fund (a) beyond the current funding cycle and (b) after the UK leaves the EU.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	198355
answer	answer is ministerial correction date of answer 10/12/2018 answer text <p>The EU is currently considering merging the EDF into a broader instrument for the period of the next EU budget cycle and the UK is party to those discussions. In the future, the UK is open to contributing to the EU’s development programmes where it is in the UK and EU’s mutual interest and meets joint objectives. A condition of any future UK contribution would be that UK organisations must be eligible to implement programmes we choose to fund.</p> answering member constituency Portsmouth North answering member printed Penny Mordaunt question first answered 10/12/2018 17:25:08 answering member 4017 label Biography information for Penny Mordaunt
tabling member	4651 label Biography information for Dan Carden

1019545

registered interest
date	03/12/2018
answering body	Department for International Development
answering dept id	20
answering dept short name	International Development
answering dept sort name	International Development
hansard heading	Terrorism: Finance
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Development, how many reports have been made under section 19 of the Terrorism Act 2000 of incidents where (a) charities and (b) partners of charities (i) believe and (ii) suspect that a terrorist financing offence has been committed in each of the last five years.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	198371
answer	answer is ministerial correction date of answer 10/12/2018 answer text <p>No reports of terrorist financing offences have been made by the Department for International Development under Section 19 of the Terrorism Act 2000. The Department has a zero-tolerance approach to UK aid diversion to fund terrorist activities. DFID’s funding agreements commit our partners to understand and comply with UK and international counter terrorism legislation. My department has robust measures in place which mandate our staff and partners to report all suspicions or allegations that funds or assets have been diverted to terrorist organisations.</p> answering member constituency Portsmouth North answering member printed Penny Mordaunt question first answered 10/12/2018 17:26:40 answering member 4017 label Biography information for Penny Mordaunt
tabling member	4651 label Biography information for Dan Carden

1019550

registered interest
date	03/12/2018
answering body	Department for International Development
answering dept id	20
answering dept short name	International Development
answering dept sort name	International Development
hansard heading	Overseas Aid
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Development, what regulations her Department have put in place to ensure that Official Development Assistance is allocated appropriately and does not benefit extremist groups.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	198375
answer	answer is ministerial correction date of answer 10/12/2018 answer text <p>The Department for International Development has a robust set of measures in place to protect, prevent and detect the diversion of development assistance to terrorist and extremist groups, and to ensure that UK aid reaches those for whom it is intended. These measures include rigorous controls throughout the funding cycle, from comprehensive risk assessments and monitoring requirements for all programmes, to due diligence checks on partners, and regular internal and external audits. The risk that UK aid funds could be diverted to benefit proscribed extremist groups, or terrorist groups or activities, is fully assessed as part of DFID’s risk assessment process before any funding is approved.</p><p> </p><p>The Department has a zero-tolerance approach to the diversion of aid to extremist and terrorist groups. DFID complies with UK and international counter terrorism legislation and our funding agreements commit partners to understand and comply with this legislation.</p> answering member constituency Portsmouth North answering member printed Penny Mordaunt question first answered 10/12/2018 17:28:04 answering member 4017 label Biography information for Penny Mordaunt
tabling member	4651 label Biography information for Dan Carden

1019552

registered interest
date	03/12/2018
answering body	Department for International Development
answering dept id	20
answering dept short name	International Development
answering dept sort name	International Development
hansard heading	Syria: Humanitarian Aid
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for International Development, what assessment her Department has made of the effectiveness of the humanitarian relief to Syria provided by (a) Russia and (b) the Russian Orthodox Church.
tabling member constituency	Liverpool, Walton
tabling member printed	Dan Carden
uin	198376
answer	answer is ministerial correction date of answer 10/12/2018 answer text <p>The UK is not in a position to comment on the effectiveness of humanitarian relief provided by other states or organisations. The Russian Federation does not coordinate with major donors on the humanitarian response in Syria.</p> answering member constituency Portsmouth North answering member printed Penny Mordaunt question first answered 10/12/2018 17:29:12 answering member 4017 label Biography information for Penny Mordaunt
tabling member	4651 label Biography information for Dan Carden