Asked by: Lord Taylor of Warwick (Non-affiliated - Life peer)
Question to the Department for Environment, Food and Rural Affairs:
To ask His Majesty's Government, following the recent parasitic outbreak in drinking water in Devon, what assessment they have made of (1) the proposed compensation for affected consumers, and (2) the impact on consumer confidence.
Answered by Lord Douglas-Miller - Parliamentary Under-Secretary (Department for Environment, Food and Rural Affairs)
The Guaranteed Standards Scheme sets minimum statutory standards of service for customers of water and sewerage companies, and where a company fails to meet any of these standards it is required to make a specified payment to the affected customer. Several companies also offer enhanced Customer Services Promises in addition to the statutory requirements, including compensation payments for additional standards.
In relation to the incident in Devon, the Secretary of State appreciated the considerable concern and disruption to the local community. He raised those concerns directly with the Chief Executive. South West Water increased its standard payment within its Customer Service Promise for a boil water notice to £115. Some customers will receive £265 which represents financial compensation equivalent to over 50% of South West Water’s average annual bill per household, according to Ofwat’s bill estimates.
Excellent customer experience is important to maintain consumer trust and confidence in the water sector. We expect water companies to take that seriously, to respond to events appropriately in a timely manner and to deliver better services to their customers.
Asked by: Gen Kitchen (Labour - Wellingborough)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, if he will make an assessment of the potential impact of bank closures on access to (a) cash and (b) in-person services in Wellingborough constituency.
Answered by Bim Afolami - Economic Secretary (HM Treasury)
Decisions to open or close a branch are commercial and the Government does not make assessments of these closure decisions. Nonetheless, it is imperative that banks and building societies recognise the needs of all their customers, including those who need to use cash or in-person services. The Government is monitoring the wider situation closely.
The Government legislated through the Financial Services and Markets Act 2023 to introduce a new legislative framework to protect access to cash. The Financial Conduct Authority (FCA) must seek to ensure that there is reasonable provision of free withdrawal and deposit facilities in relation to personal current accounts. Upon the closure of a core cash service such as a bank branch, LINK assesses the community’s access to cash needs. If additional cash services are needed, industry will provide a shared solution such as a Banking Hub.
Guidance from the FCA sets out its expectation of firms when they are deciding to reduce their physical branches or the number of free-to-use ATMs. The FCA’s guidance is clear that firms are expected to carefully consider the impact of planned branch closures on their customers’ everyday banking and cash access needs, and put in place alternatives, where this is reasonable. Alternative options to access everyday banking services can be via telephone banking, through digital means such as mobile or online banking and via the Post Office or Banking Hubs.
UK Finance have recently confirmed 225 Banking Hubs will be announced by the end of 2024, up from the 130 locations currently confirmed. Furthermore, following my recent discussions with the UK high street banks, participating firms have also committed to improving Hubs by standardising the services available between firms, ensuring that customers will not require their own digital device to bank, trialling a ‘customer liaison service’ and trialling Saturday openings.
Asked by: Gen Kitchen (Labour - Wellingborough)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, if he will make an estimate of the number of bank branches that have closed in (a) Wellingborough constituency and (b) Northamptonshire in each year since 2010.
Answered by Bim Afolami - Economic Secretary (HM Treasury)
Decisions to open or close a branch are commercial and the Government does not make assessments of these closure decisions. Nonetheless, it is imperative that banks and building societies recognise the needs of all their customers, including those who need to use cash or in-person services. The Government is monitoring the wider situation closely.
The Government legislated through the Financial Services and Markets Act 2023 to introduce a new legislative framework to protect access to cash. The Financial Conduct Authority (FCA) must seek to ensure that there is reasonable provision of free withdrawal and deposit facilities in relation to personal current accounts. Upon the closure of a core cash service such as a bank branch, LINK assesses the community’s access to cash needs. If additional cash services are needed, industry will provide a shared solution such as a Banking Hub.
Guidance from the FCA sets out its expectation of firms when they are deciding to reduce their physical branches or the number of free-to-use ATMs. The FCA’s guidance is clear that firms are expected to carefully consider the impact of planned branch closures on their customers’ everyday banking and cash access needs, and put in place alternatives, where this is reasonable. Alternative options to access everyday banking services can be via telephone banking, through digital means such as mobile or online banking and via the Post Office or Banking Hubs.
UK Finance have recently confirmed 225 Banking Hubs will be announced by the end of 2024, up from the 130 locations currently confirmed. Furthermore, following my recent discussions with the UK high street banks, participating firms have also committed to improving Hubs by standardising the services available between firms, ensuring that customers will not require their own digital device to bank, trialling a ‘customer liaison service’ and trialling Saturday openings.
Asked by: Andrew Rosindell (Conservative - Romford)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, if he will take steps to provide incentives to high street (a) banks and (b) building societies to provide bank hub services.
Answered by Bim Afolami - Economic Secretary (HM Treasury)
Banking Hubs are a voluntary initiative provided by the financial services sector. Upon the closure of a core cash access service, such as a bank branch, or a direct request from a community, LINK assesses the community’s access to cash needs. If additional cash services are needed, industry will provide a shared solution such as a Banking Hub. Hubs offer basic counter services provided by Post Office staff, allowing people and businesses to withdraw and deposit cash, deposit cheques, pay bills and make balance enquiries. They also contain dedicated rooms where customers can see community bankers from their own bank.
UK Finance have recently confirmed 225 Banking Hubs will be announced by the end of 2024, up from the 130 locations currently confirmed. Furthermore, following the Government’s recent discussions with the UK high street banks, participating firms have also committed to improving Hubs by standardising the services available between firms, ensuring that customers will not require their own digital device to bank, trialling a ‘customer liaison service’ and trialling Saturday openings.
The Government legislated as part of the Financial Services and Markets Act 2023 to establish the FCA as the lead regulator for access to cash, giving it responsibility to seek to ensure reasonable provision of cash withdrawal and deposit facilities. The FCA recently held a consultation on its proposed regulatory regime for access to cash, following the Government’s legislation: FCA consultation on access to cash. These proposals build on and strengthen the arrangement that has been established by the financial services sector by placing it on a regulatory footing. The FCA expects to publish its final rules by the end of the third quarter of this year.
Asked by: Dawn Butler (Labour - Brent Central)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, what the 10 pilot programs are that have been funded through the Incubator for AI.
Answered by Alex Burghart - Parliamentary Secretary (Cabinet Office)
Last November, the Deputy Prime Minister established the ‘Incubator for AI’, a team who sit in the Cabinet Office. This team’s mission is to help departments harness the potential of AI to improve lives and the delivery of public services.
The early work of the Government’s AI incubator has already proven that it is possible to make effective AI tools for use in the UK Government, and that building these in-house represents strong value for money. As this is an incubator, there are projects at varying stages of development.
I can share that details about some of their pilot projects can be found on their website at https://ai.gov.uk, and include
A consultation response tool that can read, summarise and triage responses to consultations. As the Government initiates more than 700 consultations every year, this tool can free up time for us to undertake more engagement with the public on a broader range of issues.
Caddy, an AI powered co-pilot for customer service functions everywhere, which is currently in trial in Manchester. Built in collaboration with Citizens Advice, it seamlessly integrates into existing systems and provides expert advice to advisors and call handlers. A bespoke Civil Service AI assistant called ‘Redbox Multitool’ (based on the Ministerial RedBox previously announced) which is tailored for the use of UK government, including a range of secure efficiency-generating features appropriate for central government work.
Signing a Collaboration Charter with NHSE to work together on AI, as well as data infrastructure projects to support better operations in healthcare.
Information about other pilots will be released as they pass development and testing gateways.
Asked by: Peter Grant (Scottish National Party - Glenrothes)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many and what proportion of cases in which domestic abuse was disclosed were referred by the Child Maintenance Service to an Advanced Customer Support Senior Leader in (a) 2021, (b) 2022 and (c) 2023.
Answered by Paul Maynard - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) takes the issue of domestic abuse extremely seriously and recognises that domestic abuse often continues and can worsen after separation, which can have detrimental impacts on the welfare of children. CMS therefore continues to evolve and make positive changes to the way we deliver our service and to support our case workers.
We have measures in place to ensure victims and survivors of domestic abuse can access and use our services safely.
Of 29,000 new applications to the CMS in the quarter ending December 2023, 56% of applications were exempt from the application fee, largely on the grounds of domestic abuse.
The Department publishes quarterly statistics for the CMS. Latest statistics are available up to December 2023. Table 2 of the of the National tables provides the volume of applications and volume of those with an exemption due to domestic abuse for the period 2021-2023.
Quarter of Application | Application Fee Exemptions due to Domestic Abuse | Total Application Fee Exemptions | Percentage of Applications with an Exemption |
[note 1] | |||
Jan to Mar 2021 | 10,500 | 10,600 | 58% |
Apr to Jun 2021 | 11,800 | 11,900 | 60% |
Jul to Sep 2021 | 12,400 | 12,500 | 59% |
Oct to Dec 2021 | 11,600 | 11,600 | 60% |
Jan to Mar 2022 | 15,100 | 15,200 | 57% |
Apr to Jun 2022 | 17,300 | 17,500 | 55% |
Jul to Sep 2022 | 17,600 | 17,900 | 53% |
Oct to Dec 2022 | 14,700 | 14,900 | 55% |
Jan to Mar 2023 | 17,600 | 17,800 | 55% |
Apr to Jun 2023 | 17,800 | 18,100 | 56% |
Jul to Sep 2023 | 18,500 | 18,800 | 54% |
Furthermore, in October 2023 the CMS introduced regulations to completely remove the application fee for all families, this came into force on the 26 February 2024.
We are also trialling the use of a single, named case worker team to help ensure victims of domestic abuse are appropriately supported. Evaluation of the trial will inform the future service we offer to survivors of domestic abuse.
CMS have procedures to prevent unwanted contact between parents and provide advice on bank accounts with a centralised sort code so their location cannot be traced. Additionally, CMS can act as an intermediary in Direct Pay cases to facilitate the exchange of bank details, which helps to ensure no personal information is shared between parents.
Further changes, The Child Support Collection (Domestic Abuse) Act 2023 received Royal Assent on 28 June 2023. On 8 May 2024, the Department published a public consultation, Improving the Collection and Transfer of Payments, which follows the Child Support Collection (Domestic Abuse) Act 2023. The consultation proposes to remove the Direct Pay service completely, which will go further than the measures set out in the Act and provide the same level of protection for all parents. The consultation closes 31st July 2024. The Government will then carefully consider the feedback and a response will be published. To find out more information go to: Child Maintenance: Improving the collection and transfer of payments - GOV.UK (www.gov.uk).
We support our case workers to deliver our service by ensuring they receive appropriate training and have access to signposting and support that could be utilised to assist survivors of domestic abuse.
Through extensive Stakeholder engagement CMS reviewed their domestic abuse training in 2021. Training was delivered to all case workers to ensure they are equipped to recognise coercive and controlling behaviour and appropriately signpost parents in vulnerable situations. All caseworkers have access to the District Provision Toolkit which contains the most up to date information for signposting to help and support for domestic abuse across England, Scotland, and Wales.
A Domestic Abuse Plan was developed which outlines key steps for caseworkers to follow to ensure victims of domestic abuse are supported. This includes advice on contacting the police if the parent is in immediate danger or calling the police on behalf of the parent if requested to do so. Additionally, the plan directs case workers to consider a referral to an Advanced Customer Support Senior Leader if a customer requires further support.
The number of ACSSL cases that have been referred by CMS colleagues, where the referral has been categorised as ‘domestic abuse’ are as follows:
| 2021 | 2022 | 2023* |
ACSSL Referrals from CMS colleagues categorised as domestic abuse | 3 | 3 | 1 |
It should be noted that disclosure of domestic abuse does not automatically require an Advanced Customer Support Senior Leader (ACSSL) to become involved in supporting a case. Additionally domestic abuse may be reported at any stage of case, we do not gather data on all cases therefore the information requested on the proportion of referrals is not held, however given ACSSL referrals are very low this is also likely to be very low.
Asked by: Stephen Morgan (Labour - Portsmouth South)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to help fill job vacancies in Portsmouth.
Answered by Jo Churchill - Minister of State (Department for Work and Pensions)
The Jobcentre team are supporting residents into work and helping those in work to progress to higher paid jobs. We are working with local and national employers to help fill vacancies quickly, delivering Sector-Based Work Academy Programmes (SWAPs), recruitment days, Job Fairs, and work trials.
Our Youth Team works with the Prince’s Trust to provide additional support and courses to prepare young people who are not in education and training, including those without parental support, to attain training and employment.
The Jobcentre works closely with the National Careers Service who, after a successful trial, will deliver ongoing bespoke Group Information Sessions to customers who require a CV or need their current CV enhancing to apply for jobs.
The Jobcentre is hosting a bespoke Armed Forces recruitment event that will follow up on the UK’s national Armed Forces Day. This is in partnership with the Royal Navy, British Army, Royal Air Force and the Royal Fleet Auxiliary.
Additionally, the team in Portsmouth are working closely with local employers including Nature’s Way, Solent Sky Services and Thatched House (Greene King) to fill their job vacancies as well as working closely with partners such as the local Chamber of Commerce to offer regular Job Fairs focussed on specific sectors and customer groups.
Asked by: Mark Menzies (Independent - Fylde)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what assessment he has made of the effectiveness of banking hubs in helping to ensure access to banking facilities in rural communities.
Answered by Bim Afolami - Economic Secretary (HM Treasury)
It is important that all customers, wherever they live, should have appropriate access to banking and cash services and the government monitors this situation closely.
Following recent discussions with the UK high street banks, UK Finance confirmed 225 Hubs will be announced by the end of 2024. Participating high street banks have also committed to improving Hubs by standardising the services available between firms, ensuring that customers do not require their own digital device to bank, trialling both a ‘customer liaison service’ and Saturday openings. The banks have agreed to keep services under review to ensure their effectiveness for all customers.
Banking Hubs are recommended by LINK and delivered by Cash Access UK, according to criteria set by industry. The Government does not intervene in these decisions. If a Hub is not available, rural communities can bank via the Post Office, which allows personal and business customers to carry out everyday banking services at 11,500 branches across the UK. The Post Office is also required to ensure that 95% of the total rural population across the UK is within 3 miles of their nearest Post Office.
Asked by: Margaret Greenwood (Labour - Wirral West)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what criteria his Department is using to identify vulnerable people receiving legacy benefits during the managed migration process Move to Universal Credit.
Answered by Jo Churchill - Minister of State (Department for Work and Pensions)
DWP provides a tailored service that recognises those with complex needs at any point throughout their journey and ensures appropriate support is quickly made available. There is a range of support available to individuals, including a dedicated DWP telephone line, face to face support in the local Jobcentre, and independent support through Help to Claim, delivered by Citizens Advice and Citizens Advice Scotland.
DWP have developed and tested a new ‘enhanced support’ journey for ESA and Income Support customers who require more support to claim. This process is now in place for these customer groups and involves outbound telephony, system checks and home visits, dependent on individual support needs.
Asked by: Stella Creasy (Labour (Co-op) - Walthamstow)
Question to the Department for Environment, Food and Rural Affairs:
To ask the Secretary of State for Environment, Food and Rural Affairs, with reference to the Border Target Operating Model, if he will establish a (a) complaints and (b) appeals process for importers who feel they have been charged a higher sum under the Common User Charge than they are liable for.
Answered by Mark Spencer - Minister of State (Department for Environment, Food and Rural Affairs)
Businesses who must pay the Common User Charge will be guided by appropriate advice and support.
Shared Services Connected Ltd. (SSCL) will issue invoices on behalf of Defra. As part of their service, SSCL will be the first point of contact for any invoice related queries, including where a customer has a query about the amount they have been charged. SSCL also have an established complaints procedure. SSCL’s contact details will be provided on the invoices. Where required, SSCL can escalate queries, issues and complaints to a dedicated team within Defra for further consideration, investigation and resolution.
In addition, where a customer is not satisfied with any aspect of the service, they can follow Defra’s standard complaints procedure, as detailed in the CUC terms and conditions.