The Department for Work and Pensions (DWP) has provided a fresh update on its policy for visiting benefit claimants in their homes, following a parliamentary question. This service is a crucial lifeline for individuals who, due to vulnerability or complex needs, cannot manage their benefits through standard channels.
Parliamentary Query Sparks Clarification
The update came after Wendy Chamberlain, the Liberal Democrat MP for North East Fife, submitted a written question to the DWP. She sought clarity on the guidance provided to staff who carry out these household visits under the department's initiative.
In a response published on December 23, the Minister of State, Sir Stephen Timms, outlined the department's position. He attached an excerpt from the DWP's internal Core Visits Referral Guide to provide context for MPs and the public.
The official response stated: "Our Operational Instructions include a specific section to support colleagues undertaking Home Visits." It confirmed that all DWP staff have access to this guidance, which covers Safeguarding and Communication Strategies.
Core Visits vs. Compliance Checks: A Critical Distinction
The published details make a vital distinction between two types of DWP visits. Core Visits, which were moved from Customer Compliance to the main DWP over a decade ago in 2011, are designed purely for support.
"DWP Visiting help those customers/claimants who are unable to complete their business transaction through any of the other channels," the guide excerpt explains. This could be due to a claimant's vulnerability, the complexity of the task, or a legal requirement for face-to-face interaction.
In stark contrast, Customer Compliance visits are conducted to verify claims, uncover irregularities, and prevent fraud. These are investigatory in nature, with the stated aim of examining 'all types of fraud in respect of all benefits'.
How Are Support Visits Arranged?
Benefit claimants cannot directly request or book a DWP home visit themselves. The department arranges appointments when it deems a claimant eligible for this service.
Referrals can also be made by recognised charitable organisations such as Citizens Advice and Age UK. While visits typically occur at a person's home, they can also be arranged in other settings like hospitals, depending on the individual's circumstances discussed at the referral stage.
The DWP noted that some guidance, particularly relating to systems holding sensitive customer data, is not suitable for public disclosure. The published information aims to offer transparency while protecting operational security and claimant privacy.
