DWP promises to consider improvements to telephone line amid identify fraud fears

The DWP has promised to consider how it could improve its telephone line for people looking to challenge debt repayment letters which fail to explain how the debt has arisen, after the Work and Pensions Committee raised concerns with the Permanent Secretary.

The Committee has received a number of phone calls and emails from people who have been sent letters from DWP’s debt management service but do not know what their debt is for, raising fears that they have been the victim of identity theft. They report finding it impossible to speak to someone at DWP to understand more or report the fraud.

DWP Permanent Secretary Peter Schofield was questioned on the Department’s approach when he appeared before the Committee in November and in subsequent correspondence (published today with his response).

DWP has since confirmed that the Permanent Secretary recognises that it may be possible to improve the telephone line and has promised to review the process and update the Committee.

Rt Hon Stephen Timms MP, Chair of the Work and Pensions Committee, said: “The Permanent Secretary had previously insisted that simply by calling the DWP’s telephone line anyone who has received a demand for payment out of the blue can obtain a ready explanation. Many of our constituents and others have told us that this may be true in theory, but in practice they find it all but impossible. Callers—who may quite understandably be very distressed by receiving a debt letter—do not need the added stress of negotiating a byzantine telephone menu, so we look forward to the Department coming back to us with an update on how it will improve the process.”