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<p>DWP remains focussed and passionate about ensuring that the experience for our
DWP customers is at the forefront of the decisions that we make, the processes we
deliver, and the improvements that we design.</p><p> </p><p>We have made it easier
for customers to contact DWP via the channel that makes the most sense for them. DWP
customers can report change of circumstances by telephone, letter, and online via
GOV.UK which outlines the routeway of how a customer should notify DWP for each benefit
where changes occur. This includes the use of Universal Credit Journal to report changes
directly to the appropriate benefit affected where earnings increase or decrease accordingly.</p><p>
</p><p>For customers seeking advice on Carer’s Allowance (CA) entitlement, GOV.UK
provides detail on eligibility. The CA threshold for earnings is £151 a week from
April 2024, after tax, National Insurance, and expenses.</p><p> </p><p>Following a
successful claim to CA customers are issued with an ‘award letter’ which includes
a reminder that ‘You <strong>must</strong> tell us if your earnings or expenses change.”
This helps to ensure that their CA claim runs smoothly, and the earnings threshold
for claiming Carer's Allowance is not exceeded.</p><p> </p><p>As benefit and pension
rates are uprated, CA customers are further issued with new benefit rate ‘uprating
letters’ which also include reminders to report changes in circumstances.</p><p> </p><p>For
irregular earners, CA work closely with our customers to ensure CA is only paid for
the periods when the customer’s earnings fluctuate and are below the earnings limit.
In this way, this should ensure that CA is not overpaid, as information is obtained
from the customer for set periods of time to ensure CA is paid correctly for that
period.</p><p> </p><p>As our customers rightly expect, DWP is committed to continuous
improvement, and we have many mechanisms in place to measure, and analyse the experience
of our customers, providing DWP with a rich source of feedback that helps us to review
and improve our services.</p>
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