Asked by: Jonathan Edwards (Independent - Carmarthen East and Dinefwr)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, whether she has had discussions with Ofgem to ensure that heat pump installation companies under the Energy Company Obligation scheme provide (a) a suitable service for customers to assist with problems and (b) provide advice on the optimal use of the new heating system.
Answered by Amanda Solloway - Government Whip, Lord Commissioner of HM Treasury
All installations under the Energy Company Obligation scheme must be carried out by a TrustMark registered business. Installations of low carbon measures, such as heat pumps, must be carried out in accordance with the Microgeneration Certification Scheme (MCS) requirements.
TrustMark’s Customer Charter sets out the responsibilities of any TrustMark registered installer which includes the registered business ensuring there is a proper testing and hand-over process to ensure the customer knows how installations work and should be maintained.
Ofgem has set out a route to redress for any issues arising from measures installed under the scheme, which can be found at: www.ofgem.gov.uk/eco4-complaints-process.
Asked by: Wendy Chamberlain (Liberal Democrat - North East Fife)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if his Department will take steps to ensure that information on how to challenge decisions is available through the Child Maintenance Service portal.
Answered by Paul Maynard - Parliamentary Under-Secretary (Department for Work and Pensions)
Significant improvements have been made to the online service ‘My Child Maintenance Case’ allowing Child Maintenance Service customers to digitally report a large range of changes that impact their case.
If a customer believes the Child Maintenance Service have made the wrong decision about how much child maintenance must be paid or received, they can ask the Child Maintenance Service to look at the decision again under their mandatory reconsideration process.
Information on how to request a mandatory reconsideration is included within any decision notification. Further information is also available on gov.uk. Child Maintenance Service: What child maintenance is - GOV.UK (www.gov.uk) & Challenge a benefit decision (mandatory reconsideration): Eligibility - GOV.UK (www.gov.uk).
A dispute or a mandatory reconsideration cannot currently be reported online. However, following a decision being made, if a parent raises a linked change via My Child Maintenance Case within 32 days of the original decision, this will automatically be considered as a mandatory reconsideration request. For example, a parent raises a shared care change on My Child Maintenance Case within 32 days of a shared care decision being made, the Child Maintenance Service will look at the original decision under a mandatory reconsideration.
Plans are in place to improve the information provided to child maintenance customers. This will provide a clear digital route to guide customers on how to challenge a decision through My Child Maintenance Case. These changes are being looked at in 2024/25.
Asked by: Andrew Rosindell (Conservative - Romford)
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 Romford constituency.
Answered by Jo Churchill - Minister of State (Department for Work and Pensions)
In the constituency and across the London Borough of Havering, the local Romford 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.
The weekly job club in Romford Jobcentre provides support on CV preparation, job applications and interview techniques, along with information sessions on a range of subjects to help customers into work, including information about different employment sectors, advice on childcare, support for those with additional health needs and motivational sessions.
The Jobcentre provides a bespoke service to employers, to match and screen candidates, and offers regular Job Fairs focussed on specific sectors and customer groups, with recent events to coincide with older workers week and national apprenticeship week. The team are also working with the London Borough of Havering to develop local support.
In partnership with the College of North East London we have recently offered SWAPs for local customers to gain skills and enhance their applications for the Logistics and Warehouse sectors. Care Provider Voices deliver a range of adult social care opportunities, with Springboard offering opportunities in the hospitality sector.
Asked by: Jonathan Ashworth (Labour (Co-op) - Leicester South)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, how much the Government has spent on the GOV.UK One Login customer support centre in the 2023-24 financial year, as of 26 March 2024.
Answered by Alex Burghart - Parliamentary Secretary (Cabinet Office)
GOV.UK One Login’s customer support centre went live on 31 October 2023. The Government Digital Service has, as of 26 March 2024, spent £926,443 to set up and operate this contact centre.
The public expects quick, secure and user-friendly access to government services. Previously, UK citizens and residents needed to grapple with multiple sign-in methods and identity verification routes when using government services online.
GOV.UK One Login is replacing these duplicative systems across government with a single account and identity checking system. This will make it easier for users to access the services they need, reduce costs to government, and provide stronger protections against fraud.
Asked by: Baroness Hayter of Kentish Town (Labour - Life peer)
Question to the Home Office:
To ask His Majesty's Government how many complaints to Border Force are not answered within the service standard of 20 days.
Answered by Lord Sharpe of Epsom - Parliamentary Under-Secretary (Home Office)
The latest transparency data showing performance against service standards in relation to replies to customer complaints for UKVI, Immigration Enforcement and Border Force is available at the following: Customer service operations data: Q3 2023 - GOV.UK (www.gov.uk).
Asked by: Lord Taylor of Warwick (Non-affiliated - Life peer)
Question to the HM Treasury:
To ask His Majesty's Government, following the publication of the draft Payment Services (Amendment) Regulations 2024, what steps they are taking to introduce legal safeguards to protect consumer rights and ensure transparency in the process of delaying payments for further investigation.
Answered by Baroness Vere of Norbiton - Parliamentary Secretary (HM Treasury)
The government takes the issue of fraud very seriously and is dedicated to protecting the public from this devastating crime.
The government has published draft legislation that allows the sending of payments to be delayed where there are reasonable grounds to suspect fraud or dishonesty, and more time is needed to contact the customer or relevant third parties.
Subject to some exceptions to ensure Payment Service Providers (PSPs) meet other legal obligations, for example around tackling financial crime, PSPs will be obliged to inform the customer, set out the reasoning behind a delay, and what information or actions are needed to enable the PSP to decide whether to execute the payment.
The government intends to introduce this legislation in summer 2024 and, subject to Parliamentary approval, for it to come into force on 7 October 2024.
Asked by: Lord Kempsell (Conservative - Life peer)
Question to the HM Treasury:
To ask His Majesty's Government what assessment they have made of the quality of customer services provided by His Majesty's Revenue and Customers to taxpayers; and whether they will undertake a review or ask an independent third party to do so.
Answered by Baroness Vere of Norbiton - Parliamentary Secretary (HM Treasury)
The quality of HMRC's customer service is regularly assessed by various bodies, including the Treasury Select Committee, National Audit Office, independent Adjudicator's Office, and Public Accounts Committee. HMRC also has internal customer surveys and key performance metrics to monitor its customer service objectives as outlined in the HMRC Charter.
HMRC Performance is published on a monthly and quarterly basis on GOV.UK:
https://www.gov.uk/government/collections/hmrc-monthly-performance-reports
https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates
Asked by: John Spellar (Labour - Warley)
Question
To ask the hon. Member for Broxbourne, representing the Speaker's Committee for the Independent Parliamentary Standards Authority, what assessment the Committee has made of the effectiveness of the handling of MPs expenses claims by IPSA.
Answered by Charles Walker
The Speaker’s Committee meets IPSA throughout the year to assess its performance, running costs and effectiveness in handling MPs’ expenses. The Committee last met IPSA on 5 March 2024 and a transcript of that session is available on the Committee’s website: https://committees.parliament.uk/oralevidence/14403/pdf/
In 2023, 65.3 per cent of MPs and their staff rated IPSA’s service as either good or very good, which was up on this measure in 2019 when 25.1 per cent rated the service in that way. The time taken for IPSA to reimburse MPs’ claims has reduced from an average of 8 days in 2020-21 to 2.6 days in 2023-24. Compliance with IPSA’s scheme is currently at 99.9%.
Through its scrutiny of IPSA, the Committee is looking at the steps being taken by IPSA to help improve its effectiveness in enabling MPs and their staff to claim for expenses and business costs. IPSA’s ongoing work includes:
The Committee plans to consider IPSA’s Annual Report and Accounts for 2023-24 later in the summer at which point it will assess IPSA’s latest results against its performance indicators.
Asked by: Wendy Chamberlain (Liberal Democrat - North East Fife)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what is the (a) average and (b) longest time for a Child Maintenance Service caseworker to be in post before receiving training on supporting families with experience of domestic abuse.
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 is committed to ensuring that victims of abuse get the help and support they need to use the Service safely.
CMS has a Complex Needs Toolkit for its caseworkers, which includes clear steps to follow to support customers who are experiencing abuse. To improve the quality of the information we provide our customers, from 1 April we will start using the DWP District Provision Tool (DPT) and retire the Complex Needs Toolkit. The DPT contains the most up to date information for customer help and support across England, Scotland, and Wales.
CMS refreshed its approach and understanding of domestic abuse to include financial and coercive control and better awareness of how this affects all genders. A Domestic Abuse Plan has been 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. Caseworkers can also call the police on behalf of the parent if requested to do so. As well as The Domestic Abuse Plan, CMS responds to cases involving domestic abuse in several ways, including by acting as an intermediary in Direct Pay cases, and providing advice on how to set up bank accounts with a centralised sort code to limit the risk of a parent’s location being traced. There are no plans to publish The Domestic Abuse Plan as it is a tool within CMS instructions for caseworkers to follow.
We reviewed domestic abuse training in 2021 to ensure caseworkers are equipped to support parents in vulnerable situations. This included reviewing the Home Office’s updated statutory guidance on coercive and controlling behaviour to ensure CMS staff are equipped to recognise this form of domestic abuse and signpost parents appropriately. In November 2023, a range of external stakeholders were invited to two workshops and were provided with an overview of the current CMS domestic abuse training to ensure it is in line with best practice. This opportunity allowed stakeholders to offer insight and feedback which can help feed into the evolution of future domestic abuse training. We are currently consulting with a range of external organisations and charities to help us enhance and modernise our learning to incorporate the broadest and most up to date information about dealing with victims and survivors of abuse. There are no plans to publish the training programme.
We have a comprehensive learning journey for established and new colleagues. Domestic abuse training is covered in the second week of colleagues joining CMS to ensure colleagues have the knowledge and tools available to support customers.
Through extensive Stakeholder engagement and the evolution of domestic abuse training, CMS continues to evolve and make positive changes to the way we deliver our service in order to support our caseworkers; including developing a trauma informed approach to complex cases and cases involving domestic abuse.
We commenced trialling the use of a single, named case worker team to help ensure victims of domestic abuse are appropriately supported. Evaluation of the trial has commenced, and this will inform the future service offer for survivors of domestic abuse. Additionally, CMS has processes to ensure there is no unwanted contact between parents and provides advice on bank accounts with a centralised sort code so their location cannot be traced. We 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. The Service also signposts to appropriate charities and support lines.
The Child Support Collection (Domestic Abuse) Act received Royal Assent on 28 June 2023 following a Private Members Bill that had full Government support. The Act will allow for a CMS to place a child maintenance case onto the Collect & Pay service where it is requested by either parent, and there is evidence of domestic abuse against the requesting parent or children in their household by the other parent involved in the case. The Act is reliant on secondary legislation required to implement the measures in the Act and set out the procedures and evidence requirements. We have announced a consultation to seek views on how the CMS collects and transfers maintenance in response to the Domestic Abuse Act receiving royal assent. We are in the process of finalising the details of the consultation and aim to publish it as soon as possible.
Asked by: Wendy Chamberlain (Liberal Democrat - North East Fife)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if he will publish the training (a) programme and (b) objectives for Child Maintenance Service caseworkers relating to (i) identifying and (ii) supporting victims of domestic abuse.
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 is committed to ensuring that victims of abuse get the help and support they need to use the Service safely.
CMS has a Complex Needs Toolkit for its caseworkers, which includes clear steps to follow to support customers who are experiencing abuse. To improve the quality of the information we provide our customers, from 1 April we will start using the DWP District Provision Tool (DPT) and retire the Complex Needs Toolkit. The DPT contains the most up to date information for customer help and support across England, Scotland, and Wales.
CMS refreshed its approach and understanding of domestic abuse to include financial and coercive control and better awareness of how this affects all genders. A Domestic Abuse Plan has been 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. Caseworkers can also call the police on behalf of the parent if requested to do so. As well as The Domestic Abuse Plan, CMS responds to cases involving domestic abuse in several ways, including by acting as an intermediary in Direct Pay cases, and providing advice on how to set up bank accounts with a centralised sort code to limit the risk of a parent’s location being traced. There are no plans to publish The Domestic Abuse Plan as it is a tool within CMS instructions for caseworkers to follow.
We reviewed domestic abuse training in 2021 to ensure caseworkers are equipped to support parents in vulnerable situations. This included reviewing the Home Office’s updated statutory guidance on coercive and controlling behaviour to ensure CMS staff are equipped to recognise this form of domestic abuse and signpost parents appropriately. In November 2023, a range of external stakeholders were invited to two workshops and were provided with an overview of the current CMS domestic abuse training to ensure it is in line with best practice. This opportunity allowed stakeholders to offer insight and feedback which can help feed into the evolution of future domestic abuse training. We are currently consulting with a range of external organisations and charities to help us enhance and modernise our learning to incorporate the broadest and most up to date information about dealing with victims and survivors of abuse. There are no plans to publish the training programme.
We have a comprehensive learning journey for established and new colleagues. Domestic abuse training is covered in the second week of colleagues joining CMS to ensure colleagues have the knowledge and tools available to support customers.
Through extensive Stakeholder engagement and the evolution of domestic abuse training, CMS continues to evolve and make positive changes to the way we deliver our service in order to support our caseworkers; including developing a trauma informed approach to complex cases and cases involving domestic abuse.
We commenced trialling the use of a single, named case worker team to help ensure victims of domestic abuse are appropriately supported. Evaluation of the trial has commenced, and this will inform the future service offer for survivors of domestic abuse. Additionally, CMS has processes to ensure there is no unwanted contact between parents and provides advice on bank accounts with a centralised sort code so their location cannot be traced. We 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. The Service also signposts to appropriate charities and support lines.
The Child Support Collection (Domestic Abuse) Act received Royal Assent on 28 June 2023 following a Private Members Bill that had full Government support. The Act will allow for a CMS to place a child maintenance case onto the Collect & Pay service where it is requested by either parent, and there is evidence of domestic abuse against the requesting parent or children in their household by the other parent involved in the case. The Act is reliant on secondary legislation required to implement the measures in the Act and set out the procedures and evidence requirements. We have announced a consultation to seek views on how the CMS collects and transfers maintenance in response to the Domestic Abuse Act receiving royal assent. We are in the process of finalising the details of the consultation and aim to publish it as soon as possible.