Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure that the appeal process works effectively across the full-service universal credit process.

While DWP does not administer appeals, this is the responsibility of HM Courts and Tribunals Service (HMCTS), DWP is initially responsible for ensuring all requests for an appeal are considered. For example, having the original decision reconsidered by a different Decision Maker (a Mandatory Reconsideration). Should the claimant subsequently appeal, on receipt of that appeal from HMCTS, DWP are responsible for checking the decision is correct in law, and considering any further information and evidence provided with the appeal. If the decision remains correct, and cannot be revised after considering any further information provided, DWP prepare an appeal response for HMCTS.

DWP works closely with HMCTS to review the outcome of appeal hearings and whether any internal improvements are necessary. Combined with Universal Credit Full Service internal assurance activities, this supports ongoing improvements with feedback provided to colleagues responsible for the end-to-end customer journey.