Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what ongoing (a) training and (b) supervision G4S staff receive while handling Carer’s Allowance calls.

All Outsourced agents receive DWP designed/approved initial training and consolidation for the services they deliver including Carer’s Allowance. They also have subject matter experts and quality assurance teams which monitor the quality of those calls. DWP also validates this quality through its contract management functions. Any changes to the policy or processes for services such as Carer’s Allowance are updated within our outsourced services and their agents to ensure clients receive the best possible customer service.