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  2. Department for Work and Pensions: Handling Customer Complaints

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    Jobcentre Plus, The Pension Service and the Disability and Carers Service provided services to 22 million customers in 2007-08, over 80 per cent of whom were satisfied with the services they received. Nevertheless, there were 70,000 complaints recorded in 2007-08. For those customers who do complain, the complaints system is easily accessible and the majority […]

  3. Department For Work and Pensions: Progress in tackling benefit fraud

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    The Department for Work and Pensions has made good progress in tackling benefit fraud, which is estimated to have fallen from an estimated £2 billion in 2000-01 to £800 million in 2006-07, a substantial achievement by its staff, although definitional changes have helped. Tackling benefit fraud is inherently difficult as it is in the nature […]

  4. The Pensions Regulator: Progress in establishing its new regulatory approach

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    The Pensions Regulator has been effective in establishing clear links between its statutory objectives and how it goes about meeting them, and has made good progress in addressing the problems left by the Occupational Pensions Regulatory Authority (Opra). The good progress has been acknowledged by the Pensions Regulator stakeholders: 78 per cent of whom believe […]

  5. Department for Work and Pensions Resource Accounts 2006-07

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    Sir John Bourn, head of the National Audit Office, has today qualified his opinion on the Department for Work and Pensions accounts for the eighteenth consecutive year. This is because an estimated £2.5 billion has been lost to fraud and error in benefit payments, and because of uncertainties over the debts created by customers being […]

  6. Department for Work and Pensions Resource Accounts 2005-2006

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    Head of the National Audit Office Sir John Bourn has today reported to Parliament that he is qualifying his opinion on the accounts of the Department for Work and Pensions. This is because of substantial levels of estimated losses from fraud and error in benefit payments and material uncertainties about the level of debt resulting […]

  7. Department of Work and Pensions: delivering effective services through contact centres

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    The Department for Work and Pensions has made significant progress in delivering services through contact centres so that they are delivering improvements in value for money, but needs to continue to tackle a variety of barriers to exploit their full potential, according to a National Audit Office report published today. The Department’s 60 contact centres […]

  8. Department for Work and Pensions Resource Accounts 2004-2005

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    The Department for Work and Pensions (DWP) has made progress in improving the design of some leaflets but could go further to make them easier for the public to understand and get hold of, according to a National Audit Office report published today. The report also found that the DWP could improve how it checks […]

  12. Department for Work and Pensions Resource Accounts 2003-2004

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    Head of the NAO Sir John Bourn reported to Parliament today that he has qualified his opinion on the accounts of the Department for Work and Pensions. This is because of substantial levels of estimated losses from fraud and error in benefit expenditure, a significant limitation in the evidence made available to the NAO during […]

  13. Managing Attendance in the Department for Work and Pensions

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    The Department for Work and Pensions, the largest employer in central government, like other organisations loses a significant amount of staff time to sickness absence. The Department has introduced good attendance management procedures, but, according to today’s report by the National Audit Office, it could do more to ensure that these procedures are adopted by […]

  14. The Government’s estimates of the pensions lifetime allowance

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    Sir John Bourn, the head of the National Audit Office, today reported on the results of his examination of the Government’s estimates of the number of people who may be affected by the proposed introduction of a lifetime allowance for the amount of tax-privileged saving in a pension scheme. The proposed allowance of £1.4 million […]

  15. Department of Work and Pensions: Departmental Resource Accounts 2002-2003

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    Head of the NAO Sir John Bourn reported to Parliament today that, according to the Department for Work and Pensions’ estimate, £3 billion may have been lost from benefit payments, the same amount as reported in 2001-2002. This constitutes some 2.7 per cent of the £112 billion of gross expenditure recorded in the Department’s resource […]

  16. The Management of Suspensions of Clinical Staff in NHS Hospital and Ambulance Trusts in England

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    There is a pressing need for the Department of Health, Strategic Health Authorities and NHS trusts to improve their management of suspensions of clinical staff, according to the head of the National Audit Office, Sir John Bourn. Today’s report to Parliament, while acknowledging the paramount importance of protecting patient safety, highlights concerns about the length […]

  17. Department for Work and Pensions: Tackling Benefit Fraud

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    The Department for Work and Pensions have made good progress in tackling benefit fraud and estimating the level of fraud and error in key benefits, according to the National Audit Office. By March 2002 the Department had cut the estimated level of fraud and error in Income Support and Jobseeker’s Allowance by 24 per cent […]

  18. Department for Work and Pensions Resource Account 2001-02

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    Head of the National Audit Office Sir John Bourn has qualified his audit opinion on the Department for Work and Pensions’ Resource Accounts for 2001-2002 because of significant levels of estimated fraud and error in welfare benefits. As much as £3 billion may have been lost from benefit payments in 2001-2002, according to the Department’s […]