Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to contact vulnerable individuals in (a) remote and (b) rural areas with low broadband connectivity.

The Department for Work and Pensions utilise a range of channels to ensure vulnerable customers and those with limited broadband can access support.

• Local Jobcentres provide face-to-face appointments for those unable to use digital services and have dedicated support in the form of Disability Employment Advisers for customers with health barriers, sites also have access to Vulnerable Customer Leads within their districts to support customers who are more vulnerable.
• Telephone services are available for those customers unable to manage digital claims to Universal Credit.
• Telephone and video calls are conducted to support customers who are in remote locations or have vulnerabilities which prevent them from attending offices for face-to-face interactions.
• We have over 650 Visiting Officers who carry out home visits for customers with complex needs, cannot engage via digital or telephone channels or who cannot attend a Jobcentre.
• Outreach work is in place with local providers and community organisations to help reach areas where customers, who might otherwise miss out on access to Jobcentre services, due to their rural location or lack of access to digital facilities within their home.
• Mobile Jobcentre vans are being introduced in some areas to bring services to areas with poor connectivity or limited physical access to services.
• Advanced Customer Support Senior Leaders are in place to support vulnerable customers at significant risk of harm when all business-as-usual activity has been exhausted.
• Jobcentres signpost customers to local providers such as libraries, charities and colleges who may be able to offer the relevant support needed as well as access to online or telephone services.