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Report cover

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
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
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
Report cover showing office worker

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
Man reading an advert

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