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Written Question
Pension Service: Standards
Wednesday 14th July 2021

Asked by: Lord Black of Brentwood (Conservative - Life peer)

Question to the Department for Work and Pensions:

To ask Her Majesty's Government what use they have made of (1) focus groups, and (2) other qualitative techniques, to improve the functioning of (a) the Pension Service, and (b) the Department for Work and Pensions.

Answered by Baroness Stedman-Scott - Opposition Whip (Lords)

The Department for Work and Pensions (DWP) makes extensive use of qualitative techniques to improve the functions of its services, extensive examples can be found on gov.uk by searching ‘government/ collections/ research-reports’. With specific reference to improving the functioning of Pension Service – the Department has not undertaken a stand-alone qualitative research project examining this issue in isolation.

The Department does however undertake a regular customer experience survey with a range of DWP services, including state pension customers. The survey includes questions around being treated with respect, speed of service delivered and overall satisfaction. The latest published report can be found on the gov.uk website by searching ‘DWP claimant service and experience survey 2018 to 2019’.

Written Question
Pension Service: Standards
Wednesday 14th July 2021

Asked by: Lord Black of Brentwood (Conservative - Life peer)

Question to the Department for Work and Pensions:

To ask Her Majesty's Government whether they will conduct a review of the template letters used by (1) the Pension Service, and (2) the Department for Work and Pensions, to ensure communications are as clear and comprehensible as possible.

Answered by Baroness Stedman-Scott - Opposition Whip (Lords)

The Department is committed to making template letters clear, understandable and accessible for all customers.

However, we have introduced improved letters for new State Pension customers and we are currently in the process of reviewing and revising Pension Credit letters. As part of these reviews, research is undertaken with a wide range of individuals - and their representatives - who will or have received these benefits. The findings from the research is then used to inform development of the letters which are tested with customers before being introduced for wider use.

The Department’s intention is to gradually update all template letters as part of plans to modernise services. This is a long-term plan due to the complexity and volume of letters.

Written Question
Pension Service: Standards
Wednesday 14th July 2021

Asked by: Lord Black of Brentwood (Conservative - Life peer)

Question to the Department for Work and Pensions:

To ask Her Majesty's Government what steps they are taking, if any, to improve the customer service provided by the Pension Service across all types of contact, including by (1) the call centres, and (2) the correspondence units.

Answered by Baroness Stedman-Scott - Opposition Whip (Lords)

The Department is committed to delivering high quality customer service in line with Departmental Quality standards. We undertake regular checks on the quality of work undertaken by our staff including monitoring telephone calls and written correspondence.

Feedback from customers on the quality of our service is important to us. We act on this quickly to resolve issues and address areas for improvement.

Speech in Lords Chamber - Thu 16 Jan 2014
25th Anniversary of the World Wide Web

"My Lords, I join others in congratulating the noble Baroness on her introduction to this historic debate. While the internet impacts on every aspect of life, two areas of society affected most are education and the media.

The changes that have taken place in education have been breathtaking, not least …..."
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Speech in Lords Chamber - Mon 08 Jul 2013
Marriage (Same Sex Couples) Bill

"Hear, hear!..."
Lord Black of Brentwood - View Speech

View all Lord Black of Brentwood (Con - Life peer) contributions to the debate on: Marriage (Same Sex Couples) Bill
Speech in Lords Chamber - Mon 17 Jun 2013
Marriage (Same Sex Couples) Bill

"My Lords, I strongly support what the noble and learned Lord, Lord Brown of Eaton-under-Heywood, said. He crystallised exactly what the debate about this group of amendments is about. The rationale behind this Bill, the philosophy that underpins it, is the concept of equality of marriage. Without wishing to go …..."
Lord Black of Brentwood - View Speech

View all Lord Black of Brentwood (Con - Life peer) contributions to the debate on: Marriage (Same Sex Couples) Bill
Speech in Lords Chamber - Tue 14 May 2013
Queen’s Speech

"My Lords, I want to address an issue that affects millions of families in this country. It is a subject that cuts right across many of the areas that we have been discussing today, including health, welfare and education. It has a breadth and width throughout society that is in …..."
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View all Lord Black of Brentwood (Con - Life peer) contributions to the debate on: Queen’s Speech
Speech in Lords Chamber - Thu 07 Mar 2013
International Women’s Day

"My Lords, I have always believed that it is one of the priceless privileges of our House that we can give a voice to the voiceless. In this excellent debate on International Women’s Day—I join others in thanking my noble friend for securing it—I want to lend my voice to …..."
Lord Black of Brentwood - View Speech

View all Lord Black of Brentwood (Con - Life peer) contributions to the debate on: International Women’s Day
Speech in Lords Chamber - Wed 10 Oct 2012
Education: Conservatoires

"My Lords, I declare an interest as a member of the council of the Royal College of Music, a remarkable centre of excellence that produces the same tingle down my spine that the noble Lord, Lord Lipsey, experiences. In 1882, the Prince of Wales posed our artistic forebears a question: …..."
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View all Lord Black of Brentwood (Con - Life peer) contributions to the debate on: Education: Conservatoires
Speech in Lords Chamber - Thu 25 Nov 2010
Health and Safety: Common Sense Common Safety

"My Lords, I am delighted not only that we have an opportunity of an early debate on my noble friend’s compelling report but that I have the privilege of following the excellent maiden speech of my noble friend Lord Faulks. I should like to address the report’s recommendations that would …..."
Lord Black of Brentwood - View Speech

View all Lord Black of Brentwood (Con - Life peer) contributions to the debate on: Health and Safety: Common Sense Common Safety