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Department for Work and Pensions Resource Accounts 2003-2004

“I welcome the Department’s achievement in meeting the Government’s target to reduce fraud and error in Income Support and Jobseeker’s Allowance. However, in 2003-2004, as a result of fraud and error, an estimated £3 billion of welfare benefit was paid to people who were not properly entitled to the money. Therefore the challenges the Department faces in reducing the scale of fraud and error across the benefit system to an acceptable level still remain very large indeed.”

Published:
18 Jan 2005
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Department for Work and Pensions Resource Accounts 2004-2005

“It is vital that people can rely on the accuracy of the leaflets the government produces to make informed choices about their lives. And it is vital that they can get hold of these leaflets and easily understand them when they do. The Department for Work and Pensions has made progress in these respects but needs to manage better the leaflets it produces to ensure those needing information can access it when they need to.”

Published:
26 Jan 2006
Cover of report

Department for Work and Pensions Resource Accounts 2005-2006

“The Department for Work and Pensions has shown a clear determination to resolve these long standing problems and early signs suggest some real reductions in the volume of fraud and error can be expected. It is always encouraging to see such progress, but the scale of the challenge ahead remains considerable.

“The fact is that, in 2005-06, an estimated £2.7 billion was paid out to people who weren’t entitled to the money.”

Published:
7 Nov 2006
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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
Benefits officer explaining to customer

Department for Work and Pensions: Communicating with customers

“The Department has made a determined effort to reduce reliance on burdensome long letters and piles of leaflets and has improved the efficiency of its communications with customers. It could, however, improve performance further by moving more of its services online. Where paper forms and letters are still necessary, it should make them more straightforward for the customer, particularly for the elderly and other vulnerable people.”

Published:
7 May 2009
Report cover showing two women in discussion

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