Parliamentary Search

Written question asked by Lord Booth (Conservative) on Monday, 6 July 2026, in the House of Lords. It was due for an answer on Monday, 20 July 2026. It was answered by Baroness Sherlock (Labour) on Tuesday, 11 August 2026 on behalf of the Department for Work and Pensions.

Social Security Benefits: Applications

Question

To ask His Majesty's Government why some benefits applied for via an online application form still receive a reply by post.

Answer

DWP is committed to expanding its digital services enabling more customers to engage with us online. Although some benefits, such as Universal Credit, can be claimed online and any further communications can also be conducted digitally through the use of the customer journal, applying online does not automatically mean all subsequent communications will be digital.

DWP operates a multi-channel approach to ensure customers receive important information in a way that is accessible, secure and inclusive. In some cases, letters remain the formal method for notifying customers of a decision or providing information about their award and appeal rights. Postal notifications also support legal, policy and accessibility requirements for certain decisions and customer groups.

Our approach is to expand digital services while maintaining alternative channels so that no customer is excluded. We also remain committed to ensuring that customers have a choice of those alternative channels.

Secondary information

Type
Written question
Reference
HL1659
Session
2026-27
Subjects
Applications Correspondence Internet Social security benefits
Link
View this Written question on www.parliament.uk