Department for Work and Pensions: Correspondence

(asked on 20th June 2019) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, how many pieces of unstructured white mail have been directed to the Derby contact centre to deal with since the creation of the team established to retrieve all such correspondence; and how many items of that mail are still awaiting redirection to the correct department in that centre.


Answered by
Will Quince Portrait
Will Quince
This question was answered on 25th June 2019

Unstructured White Mail is post that is received but does not have a prescribed structure, such as handwritten letters or non DWP forms.

There is no centre to deal specifically with unstructured white mail. There is, however, a team in Derby Contact Centre which receives mail that cannot be attributed to a specific customer or benefit stream and their role is to identify the customer details and benefit stream so that the mail can then be scanned into the relevant systems. The Department does not keep records of volume.

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