Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 12 January 2022 to Question 93774, on Personal Independence Payment: Telephone Services, what discussions her Department has had with relevant stakeholders in response to the increase in the average speed of answer from September 2021; and what steps her Department plans to take to reduce that speed.

Relevant stakeholders are invited to the DWP Operational Stakeholder Engagement Forum (OSEF) on a monthly basis to be updated with matters arising in DWP, including Q&A sessions.

The Disability Services Advocacy Team continue to liaise directly with stakeholders on a regular basis, providing updates on the PIP telephony service position. Stakeholders are also reminded of the formal DWP escalation routeway available for complex and vulnerable cases.

The Department has taken several actions to improve the speed of answer on the PIP Telephony Enquiry service:

• We have deployed additional resources, including recruitment of more people to support improvements to the service.

• Introduced new technology that will improve information for customers when they first call the enquiry line, and a simplified identity and verification process. These enhancements will increase telephony handling efficiency and improve the customer experience.

• We are also developing new and improved SMS messages to keep customers up to date and better informed. This will reduce the need for customers to contact the PIP Enquiry Line, many of whom call to check on the progress of their claim.