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Department for Work and Pensions: Management of benefit overpayment debt

“The Department has improved the effectiveness of its debt management operations. More benefit overpayments are being identified and referred for recovery action. The amount of cash recovered is increasing, but so is the amount tied up in debt, as recoveries are not keeping pace with the growth in identified overpayments. Helping more customers stay out of debt will need to be an important part of the answer.”

Published:
1 May 2009
Picture of carer and disabled person

Supporting Carers to Care

“DWP’s services for carers are seen in a generally positive light by those taking them up, but not all eligible carers know about or take up the support on offer. Applying for Carer’s Allowance should be more straightforward, and support for carers seeking work should be more helpful by identifying part-time opportunities, in line with commitments made in the new National Strategy for Carers.”

Published:
26 Feb 2009
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Department for Work and Pensions: Handling Customer Complaints

“Whilst there is general satisfaction with the services customers receive from the Department and its Agencies, there is scope to handle complaints better. The three Agencies need to record accurately customer complaints so that they can identify where they are not meeting customer needs and can improve services accordingly. Agencies also need to do more to understand why some customers are dissatisfied with the handling of their complaints.”

Published:
23 Jul 2008
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Department For Work and Pensions: Progress in tackling benefit fraud

“The Department for Work and Pensions has made tackling benefit fraud a priority and has made good progress in reducing fraud, which represents a substantial achievement by its staff. It is also ahead of other comparable countries in its measurement and understanding of benefit fraud.

“The Department’s specific counter-fraud activities cost £154 million during 2006-07 and identified £106 million of overpaid benefits. Although some of the Department’s initiatives lead to earlier interception of overpayments and may deter potential fraudsters, I believe the Department could do more to determine whether its activities are cost effective.”

Published:
23 Jan 2008
Report cover showing pensioners on bicycles

The Pensions Regulator: Progress in establishing its new regulatory approach

“My report in 2002 into Opra detailed a number of failings, so to be able to report good progress by its successor in establishing new regulatory arrangements is very welcome.

“The Pensions Regulator has successfully put in place a framework to identify and address the key issues and risks to private sector final salary pension scheme members. Central to that has been the strategy of addressing the areas of greatest risk. The next step for the Regulator is to continue its push to roll out the same level of regulatory oversight to money purchase schemes as it has for final salary schemes.”

Published:
26 Oct 2007
Report cover

Department for Work and Pensions Resource Accounts 2006-07

“Once again I have had to qualify my opinion on the Department for Work and Pensions accounts because of the significant sums lost to fraud and error: £2.5 billion or 2.1% in the last year.

“At the same time I have been able to remove two aspects of the qualification of the Department’s accounts which is a clear tribute to the leadership evident within the Department in tackling these issues.”

Published:
25 Jul 2007