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To ask the Secretary of State for Work and Pensions what procedures his Department has put in place to ensure that mail received by recorded delivery at jobcentres is logged and dealt with immediately; and what assessment he has made of whether such procedures are carried out across all jobcentres.
To ask the Secretary of State for Work and Pensions what procedures his Department has put in place to ensure that mail received by recorded delivery at jobcentres is logged and dealt with immediately; and what assessment he has made of whether such procedures are carried out across all jobcentres.
All DWP mail, whether recorded delivery or otherwise, is opened and distributed to the appropriate office for action from one of the two mail opening units. The only exceptions being items identified “Official–Sensitive”, “Secret”, or “Top Secret” and providing a named individual is included.
To ask Her Majesty’s Government how many staff were employed at Jobcentre Plus in each year from 2005 to 2013.[HL6998]
To ask Her Majesty’s Government how many staff were employed at Jobcentre Plus in each year from 2005 to 2013.[HL6998]
The total number of staff employed by Jobcentre Plus in March of each year from 2005 to 2011 is shown in the table below.
| Jobcentre
Plus Staffing (Full Time
Equivalents) | |
| 2004/2005 | 73,406 |
| 2005/2006 | 71,222 |
| 2006/2007 | 67,946 |
| 2007/2008 | 66,416 |
| 2008/2009 | 69,479 |
| 2009/2010 | 82,647 |
| 2010/2011 | 72,939 |
Jobcentre Plus was re-structured and absorbed into a revised Department for Work and Pensions (DWP) Operations structure in October 2011. Since that point, it has no longer existed as a separate organisation.
To ask the Secretary of State for Work and Pensions what steps his Department takes to ensure that a claimant suffers no financial hardship as a result of paperwork lost by a jobcentre.
To ask the Secretary of State for Work and Pensions what steps his Department takes to ensure that a claimant suffers no financial hardship as a result of paperwork lost by a jobcentre.
In the event of maladministration, the Department provides for a special payment scheme. The scheme is designed to allow us to restore the claimant to the financial position they would have been in, had there been no maladministration. Information about the scheme can be found on gov.uk
To ask Her Majesty’s Government whether, as part of the requirement to make reasonable adjustments under the Equality Act 2010, accessible toilets at Jobcentre Plus offices are available for the use of claimants with disabilities.[HL6931]
To ask Her Majesty’s Government whether, as part of the requirement to make reasonable adjustments under the Equality Act 2010, accessible toilets at Jobcentre Plus offices are available for the use of claimants with disabilities.[HL6931]
Where there is a medical need, our policy is to allow claimants to use toilet facilities in our Jobcentres, subject to constraints in certain locations caused by the layout of the building and keeping people safe. We consider that this policy complies with the requirement under the Equality Act 2010 to make reasonable adjustments.
To ask the Secretary of State for Work and Pensions how many formal client complaints were brought against Jobcentre Plus staff in (a) the UK, (b) Scotland, (c) West Lothian local authority area and (d) Livingston constituency in each of the last five years.
To ask the Secretary of State for Work and Pensions how many formal client complaints were brought against Jobcentre Plus staff in (a) the UK, (b) Scotland, (c) West Lothian local authority area and (d) Livingston constituency in each of the last five years.
The information requested is not available prior to July 2010, however data is available as follows:
| July
2010 to March
2011 | April
2011 to March
2012 | April
2012 to March
2013 | April
2013 to March
2014 | |
| Scotland | 815 | 1,070 | 983 | 773 |
| National
(England, Scotland and
Wales) | 6,180 | 8,979 | 16,864 | 15,481 |
DWP completed the incremental roll-out of a new complaints process in December 2012 which encouraged the recording of complaints. The data provided spans both processes.
As complaints are not recorded by local authority area or constituency, this level of data isn’t available.
To ask the Secretary of State for Work and Pensions how many representations he has received opposing the removal of customer access phones from Jobcentre Plus offices; which Jobcentre Plus offices serving constituents of Ogmore constituency have been affected by the removal of customer access phones from such offices; and...
To ask the Secretary of State for Work and Pensions how many representations he has received opposing the removal of customer access phones from Jobcentre Plus offices; which Jobcentre Plus offices serving constituents of Ogmore constituency have been affected by the removal of customer access phones from such offices; and...
The Department has received a number of representations on the removal of Customer Access Phones. The Department operates an Operational Stakeholder Engagement Forum, made up of charities, community organisations and customer representative groups, and this issue will be discussed at the next meeting of the Forum in May.
Jobcentres provide face-to-face support for claimants. Following the removal of Customer Access Phones, claimants who require access to a phone in connection with their benefit or job search will still be given controlled access to a telephone in a jobcentre.
Ogmore constituents are served by several jobcentres as the jobcentre network does not reflect constituency boundaries. A summary follows by jobcentre in the constituency:
Bridgend Jobcentre
Customer Access Phones have not yet been removed.
Maesteg Jobcentre
Customer Access Phones were withdrawn, replaced by a new assisted service of face-to-face support in 2014.
Llantrisant Jobcentre
Customer Access Phones were withdrawn, replaced by a new assisted service of face-to-face support in 2014.
Porth Jobcentre
One Customer Access Phone is currently available; three were withdrawn between November 2013 and January 2014, because of falling demand.
Jobcentre boundaries do not match constituency boundaries so we can only provide a breakdown for Ogmore in total. These are as follows:
Total JSA claimants (March 2014): 1,559.
(Source: ONS claimant count with rates and proportions).
Total claimants (Working-age client group—key benefit claimants (August 2013)): 10,510.
(Source: DWP benefit claimants—working age client group).
To ask the Secretary of State for Work and Pensions what criteria his Department uses to measure the performance of each Jobcentre Plus office.
To ask the Secretary of State for Work and Pensions what criteria his Department uses to measure the performance of each Jobcentre Plus office.
Jobcentre Plus offices’ performance are measured in a variety of ways including in respect of how quickly they help get people off benefits and into work.
To ask Her Majesty’s Government what training on autism awareness is offered to career and employment advisers and to Jobcentre Plus staff; and what proportion of each have been trained. [HL6699]
To ask Her Majesty’s Government what training on autism awareness is offered to career and employment advisers and to Jobcentre Plus staff; and what proportion of each have been trained. [HL6699]
All Jobcentre Plus staff have access to a comprehensive learning programme which includes a specific focus on taking consideration of individuals’ personal circumstances. This training ensures staff are aware that disabilities and health conditions including autism can affect individuals in different ways.
Specialist help can be provided by Disability Employment Advisers who have extensive additional courses appropriate to this specialist area. This training has been designed with input from Specialist DWP Work Psychologists to enable these advisers to support people with particular complex needs. This training includes case studies relating to autism.
The Skills Funding Agency contracts to deliver the National Careers Service in England. All National Careers Service careers advisers are required to have a recognised careers guidance qualification. This will include training on how to respond to the needs of
different customers. The Skills Funding Agency, which is an Executive Agency of the Department for Business, Innovation, and Skills, maintains the responsibility for ensuring that Careers Advisers are appropriately skilled and qualified.
To ask the Secretary of State for Work and Pensions what the average caseload was for a Jobcentre Plus advisor in (a) 2009, (b) 2010, (c) 2011, (d) 2012 and (e) 2013.
To ask the Secretary of State for Work and Pensions what the average caseload was for a Jobcentre Plus advisor in (a) 2009, (b) 2010, (c) 2011, (d) 2012 and (e) 2013.
The information requested is not readily available and could be provided only at disproportionate cost.
To ask the Secretary of State for Work and Pensions what representations he has received from charities and community organisations on the removal of warm phones from Jobcentre Plus offices.
To ask the Secretary of State for Work and Pensions what representations he has received from charities and community organisations on the removal of warm phones from Jobcentre Plus offices.
The Department has received a number of inquiries from charities and community organisations on the removal of customer access phones.
They have all been reassured that claimants will still have access to a telephone when necessary.
Jobcentres provide face to face support for claimants. After the removal of customer access phones, claimants who require access to a phone in connection with their benefit or job search will be given controlled access to a telephone in a jobcentre.
To ask the Secretary of State for Work and Pensions how many complaints about (a) staff behaviour, (b) contested sanction decisions and (c) telephone line waiting times have been made against Bolton Jobcentre Plus offices in each year since 2010.
To ask the Secretary of State for Work and Pensions how many complaints about (a) staff behaviour, (b) contested sanction decisions and (c) telephone line waiting times have been made against Bolton Jobcentre Plus offices in each year since 2010.
Until July 2012, when a new process for handling and recording customer feedback was introduced, complaints were not formally categorised. It has therefore not been possible to accurately identify
the requested data prior to that date. In addition, contested sanction decisions are subject to the appeals and reconsideration process and are not categorised as complaints. The information we are able to provide for Bolton Jobcentre is as follows:
| Period | Staff
behaviour | Telephone
line waiting
times |
| 1
July 2012 to 31 December
2012 | 5 | 0 |
| 1
January 2013 to 31 December
2013 | 20 | 0 |
| 1
January 2014 to 1 March
2014 | 12 | 0 |
To ask the Secretary of State for Work and Pensions what provision is made by Jobcentre Plus for victims of domestic violence.
To ask the Secretary of State for Work and Pensions what provision is made by Jobcentre Plus for victims of domestic violence.
Jobcentre Plus directly supports domestic violence victims in a number of ways. The jobseeker’s allowance domestic violence (JSA DV) easement helps victims of actual or threatened domestic violence by allowing a break from job seeking activity. This helps to give claimants the opportunity to begin to stabilise their lives and those of their families. The Destitute Domestic Violence Concession ensures migrant spouse victims of domestic violence who have been granted leave to remain outside the immigration rules are able to access eligible income-related benefits.
As well as these initiatives our operational staff signpost domestic violence victims to local support organisations. Partnership working opportunities with local voluntary and community support groups is continually being developed at a local level.
To ask the Secretary of State for Work and Pensions what guidance his Department issues to Jobcentre Plus on giving written appointment cards to claimants with details of future appointments.
To ask the Secretary of State for Work and Pensions what guidance his Department issues to Jobcentre Plus on giving written appointment cards to claimants with details of future appointments.
Jobcentre staff are advised to confirm, in writing, the details of all appointments a claimant is required to attend. This includes the date, time and location of the appointment, what the claimant must do if they cannot attend and the consequences of failing to attend any of these appointments without good reason.
To ask the Secretary of State for Work and Pensions what assessment he has made of the extent of the availability of free telephones in jobcentres for jobseekers to contact officials within his Department.
To ask the Secretary of State for Work and Pensions what assessment he has made of the extent of the availability of free telephones in jobcentres for jobseekers to contact officials within his Department.
Jobcentres provide face to face support for claimants. There is also controlled access to telephones for claimants who need to contact officials in this Department over the phone.
To ask the Secretary of State for Work and Pensions where each Jobcentre Plus office is in Scotland; when each office opened; and how many people have used each such office in each year since 2010.
To ask the Secretary of State for Work and Pensions where each Jobcentre Plus office is in Scotland; when each office opened; and how many people have used each such office in each year since 2010.
There are 94 jobcentres in Scotland. A full list of these jobcentres is provided at annex 1.
We do not keep a record of when each office opened, so I am unable to supply you with this information.
There are no official statistics kept which would provide you with the number of people who have used each office in each year since 2010. Many people, some of whom are already employed, use the jobpoints or intranet access devices in our jobcentres but may not make a claim to benefit or register unemployed. It would therefore be impossible to provide you with the total number of people using the jobcentres.
Annex 1
List of jobcentres in Scotland
East and South East Scotland
Alloa JC
Bathgate JC
Broxburn JC
Cowdenbeath JC
Cupar JC
Dalkeith JC
Dunfermline JC
Edinburgh City
Eyemouth JC
Falkirk JC
Galashiels JC
Glenrothes JC
Grangemouth JC
Hawick JC
High Riggs JC
Kirkcaldy JC
Leith JC
Leven JC
Livingston JC
Musselburgh JC
Penicuik JC
St Andrews
Stirling JC
Westerhailes JC.
Glasgow, Lanarkshire and East Dunbartonshire
Airdrie JC
Anniesland JC
Bellshill JC
Bridgeton JC
Cambuslang JC
Castlemilk JC
Cumbernauld JC
Drumchapel JC
East Kilbride JC
Easterhouse JC
Govan JC
Hamilton JC
Kirkintilloch JC
Lanark JC
Langside JC
Laurieston JC
Maryhill JC
Motherwell JC
Newlands JC
Parkhead JC
Partick JC
Rutherglen JC
Shettleston JC
Springburn JC.
North of Scotland District
Aberdeen JC
Arbroath JC
Banff JC
Blairgowrie JC
Buckie JC
Dingwall JC
Dundee City JC
Elgin JC
Forfar JC
Forres JC
Fort William JC
Fraserburgh JC
Invergordon JC
Inverness JC
Kirkwall JC
Lerwick JC
Montrose JC
Perth JC
Peterhead JC
Portree JC
Stornoway JC
Wick JC.
West of Scotland District
Alexandria JC
Annan JC
Ayr JC
Barrhead JC
Campbeltown JC
Clydebank JC
Cumnock JC
Dumbarton JC
Dumfries JC
Dunoon JC
Girvan JC
Greenock JC
Helensburgh JC
Irvine JC
Johnstone JC
Kilbirnie JC
Kilmarnock JC
Oban JC
Paisley JC
Port Glasgow JC
Renfrew JC
Rothesay JC
Saltcoats JC
Stranraer JC.
Thirty-fifth backbench debate (part one). Motion that this House notes that there have been many cases of sanctions being wrongfully applied to benefit recipients; and call on the Government to review the targeting, severity and impact of such sanctions. Agreed to on question.
Thirty-fifth backbench debate (part one). Motion that this House notes that there have been many cases of sanctions being wrongfully applied to benefit recipients; and call on the Government to review the targeting, severity and impact of such sanctions. Agreed to on question.
I congratulate the right hon. Member for Oldham West and Royton (Mr Meacher) and the Members who supported him on securing this
debate. This has been a worthwhile discussion and a number of important issues have been raised to which I will try to respond in the brief time available...
I congratulate the right hon. Member for Oldham West and Royton (Mr Meacher) and the Members who supported him on securing this
debate. This has been a worthwhile discussion and a number of important issues have been raised to which I will try to respond in the brief time available...
I will not for now, because I only have a short period and I want to respond to all the points that Members have made. [Interruption.] It was a mistake. The hon. Gentleman asks why it was 60%. There was a miscoding. That was not the correct figure.
It is important...
I will not for now, because I only have a short period and I want to respond to all the points that Members have made. [Interruption.] It was a mistake. The hon. Gentleman asks why it was 60%. There was a miscoding. That was not the correct figure.
It is important...
I will not, if the hon. Lady will forgive me, because I want to respond to the points already made.
There was some discussion of targets—this is a bit of a chestnut—and to be categorical, there are no targets for sanctions; that is not the way it works. The point was...
I will not, if the hon. Lady will forgive me, because I want to respond to the points already made.
There was some discussion of targets—this is a bit of a chestnut—and to be categorical, there are no targets for sanctions; that is not the way it works. The point was...
No, I will not.
It is not that individual advisers are expected to hit a target or number; we are monitoring because we expect both distribution and consistency. That is what we are trying to do. It should not be interpreted as a target; it is simply about us monitoring what...
No, I will not.
It is not that individual advisers are expected to hit a target or number; we are monitoring because we expect both distribution and consistency. That is what we are trying to do. It should not be interpreted as a target; it is simply about us monitoring what...