Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, whether his Department takes steps to proactively seek feedback from people with disabilities on their experiences of being supported by (a) Work Coaches and (b) Disability Employment Advisors.

Feedback from customers is an important source of learning for DWP. The Customer Experience Directorate plays a key role in coordinating learning within the department, and the department uses this data to inform decision making.

This includes DWP’s Customer Experience Survey, which seeks customer feedback about their experience with DWP. This is a survey of customers who have had recent contact with DWP and includes customers supported by Jobcentre staff.

The most recent findings from the survey are available below, and the findings from the 2020/21 survey will be published in due course.

DWP claimant service and experience survey 2018 to 2019 - GOV.UK (www.gov.uk).