Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what guidance his Department provides to local authorities on benefit help and advice to claimants who are losing access to the internet as a result of switching off 2G and 3G connections.

DWP seeks to identify individuals who have complex user needs and/or require additional support to enable them to access our benefits and services, this includes those who do not have internet access.

As part of our commitment to make services accessible to all customers, the Department provides computers for customer use in Jobcentres which have assistive technology and provide a range of peripheral items in each Jobcentre such as alternative keyboards.

We have improved access to our Wi-Fi services in all Jobcentres, allowing customers to use their own personal devices if they prefer, to access internet services, and Staff will signpost people to other community resources (libraries and Citizens Advice) which can also provide advice and internet access points.

If an eligible claimant presents to a Work Coach that connectivity to the internet is causing a barrier to employment then the Work Coach has the discretion to utilise Flexible Support Fund to remove that barrier as they would any other barrier to work. In the case of internet connectivity, they would explore all available options, i.e. social tariffs, dongles, and pre-paid broadband routers and connections available from providers. Whichever is the most suitable then the Work Coach would either sign-post in the case of social tariffs or utilise FSF to pay for other options if appropriate.

Our Jobcentres also provide support and advice about entitlement to benefits and will signpost customers to appropriate information to help them. The Department provides telephone service lines that people can call to make their claims to benefit and to operate their claims.

In addition, customers can access Help to Claim which provides tailored practical support to anyone who needs it. It enables individuals to make a new claim to Universal Credit and is also available to those moving from legacy benefits because of managed migration, voluntary moves, or a change of circumstances.

Help to Claim support is being 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, where staff will identify the right support to meet their needs.