Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment he has made of the suitability of information on their eligibility for benefits sent to members of the public who (a) do not have access to the internet, (b) are unable to use the internet, (c) are unable to read or write and (d) do not have English as their first language.

DWP seeks to identify individuals who have complex user needs and / or require additional support to enable them to access our benefit and services. We provide a tailored service that recognises those with complex needs at any point throughout their journey and ensures appropriate support is made available quickly. This includes those who do not have internet access.

DWP continuously reviews and improves the service for people who claim, or seek to claim, benefits to ensure services are accessible and responsive to citizen needs. All new work coaches undergo mandatory training in the identification and support for vulnerable customers. Specific training and guidance is provided for all staff on working with different vulnerable groups.

DWPs Jobcentres provide access to services for claimants who need face-to-face support. Jobcentres also display, outside each site, a telephone number with details of how to contact DWP. Jobcentre colleagues are available to those claimants who need us most.

Help to Claim support is delivered independently by Citizens Advice, in partnership with Citizens Advice Scotland, with support provided through telephony and digital channels. Those individuals who are unable to access support via these channels can go to their local Jobcentre, local libraries, local advice centres and community organisations where they can use computers with internet access free of charge.

DWP has contracted provision for Interpreter and Translation Services. This provision meets Equality Act 2010 obligations and can be arranged for claimants where English is not their first language, or who are deaf, hard of hearing or speech impaired. It is DWPs policy to use an interpreter when we need to communicate with a claimant who:

• cannot communicate adequately in English
• has complex needs and, or may need additional support; and
• cannot provide their own interpreter.

Individuals can choose to use their own interpreter if they prefer.