{"id":116173,"date":"2025-12-25T10:00:00","date_gmt":"2025-12-25T10:00:00","guid":{"rendered":"https:\/\/en.econostrum.info\/uk\/?p=116173"},"modified":"2025-12-25T09:24:27","modified_gmt":"2025-12-25T09:24:27","slug":"dwp-issues-important-update-on-home-visits","status":"publish","type":"post","link":"https:\/\/en.econostrum.info\/uk\/dwp-issues-important-update-on-home-visits\/","title":{"rendered":"DWP Issues Important Update on Home Visits for Those Receiving Benefits"},"content":{"rendered":"\n

The Department for Work and Pensions (DWP) has released new information about its home visiting programme<\/strong> in response to a parliamentary question raised earlier this month. The clarification focuses on how DWP staff are instructed to assist vulnerable benefit claimants through face-to-face support in their own homes or other settings.<\/p>\n\n\n\n

The update, issued on 23 December by Minister of State Sir Stephen Timms<\/strong>, follows a formal query submitted on 12 December by Liberal Democrat MP Wendy Chamberlain<\/strong>. Her question asked what guidance is provided to DWP staff conducting home visits under the current service framework. The response included extracts from internal operational instructions and referral guidance.<\/p>\n\n\n\n

DWP Outlines Clear Procedures for Home Visiting Officers<\/strong><\/h2>\n\n\n\n

According to the response <\/strong>published by Sir Stephen Timms, DWP staff who carry out home visits are provided with dedicated operational guidance designed to address a variety of challenges. This includes safeguarding protocols, communication strategies, and access to learning and development resources. These tools <\/strong>aim to support staff in delivering assistance to individuals unable to navigate standard DWP systems due to disability<\/a>, complex needs or other vulnerabilities.<\/p>\n\n\n\n

The minister noted that responsibility for conducting these visits has rested with the DWP, rather than its Customer Compliance division, since 2011. Known as Core Visits<\/strong>, these appointments are distinct from compliance checks and are not intended for fraud investigation or claim validation. Instead, Core Visits help claimants <\/strong>who cannot complete transactions through digital, telephone, or postal methods, or when legislation requires face-to-face contact.<\/p>\n\n\n\n

\n

As stated in the published guidance: \u201cDWP Visiting help those customers\/claimants who are unable to complete their business transaction through any of the other channels<\/em>.\u201d The visits are designed to offer practical support, particularly in cases involving complex transactions or individuals without support networks.<\/p>\n<\/blockquote>\n\n\n\n

Operational content related to identity verification and the handling of sensitive information is also included in internal guidance, though these elements are not publicly disclosed, according to the DWP, due to the nature of the data involved.<\/p>\n\n\n\n

Support Visit Referrals, Eligibility and Claimant Experience<\/strong><\/h2>\n\n\n\n

Benefit recipients cannot request a home visit directly. Instead, the DWP determines eligibility and arranges appointments where appropriate. Alternatively, referrals can be made through third-party organisations such as Citizens Advice<\/strong> or Age UK<\/strong>, particularly when the individual involved is unable to engage with standard claim procedures.<\/p>\n\n\n\n

Support visits may be conducted at home or, where necessary, in other locations such as hospitals. Eligibility criteria include claimants with disabilities, complex needs, young people making a first-time claim, and those without external support. The DWP also arranges visits when someone applies to become a claimant\u2019s appointee, as outlined in DWP guidance <\/a>provided through GOV.UK.<\/p>\n\n\n\n

Once eligibility is confirmed, the DWP Visiting Team contacts the claimant to schedule the appointment and explain the process. A confirmation letter <\/strong>is typically issued, with short-notice visits potentially taking place before it arrives. The team informs the claimant of what to expect, including the name of the visiting officer and the documents required for identity verification.<\/p>\n\n\n\n

To safeguard claimants, identity checks are thorough. Officers must show a photo ID card<\/strong> on arrival, and claimants may confirm the officer\u2019s identity by contacting the DWP using details provided in the letter or text message. In cases where a claimant cannot view ID, a password system can be arranged in advance. The duration of these support visits varies and is not fixed. According to GOV.UK, the focus remains on providing tailored support and ensuring claimants are able to manage their benefit claims securely and with dignity.<\/p>\n","protected":false},"excerpt":{"rendered":"

Department responds to parliamentary question with detailed information on how staff support benefit recipients unable to manage claims independently. Visits not publicly bookable and arranged only under specific conditions.<\/p>\n","protected":false},"author":10,"featured_media":116175,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[46],"tags":[],"class_list":["post-116173","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-welfare","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-33","no-featured-image-padding"],"_links":{"self":[{"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/posts\/116173","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/comments?post=116173"}],"version-history":[{"count":3,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/posts\/116173\/revisions"}],"predecessor-version":[{"id":116178,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/posts\/116173\/revisions\/116178"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/media\/116175"}],"wp:attachment":[{"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/media?parent=116173"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/categories?post=116173"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/en.econostrum.info\/uk\/wp-json\/wp\/v2\/tags?post=116173"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}