Page 115 - Reforming Benefits Decision-Making -(updated - August 2021)

4.35 We support the Work and Pension Select Committee’s recommendation that
“the Department invests in expanding and developing Help to Claim so
that the service can provide support to people beyond the application
process. This should include debt advice, support for people who are
struggling with Advance repayments, and tailored support for people
with complex needs who need additional support throughout their claim.
The service should also offer digital support—for example, supporting
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people to make use of the online journal to maintain their claim.”
4.36 Working Party members also raised concerns that by providing Help to Claim
through one single organisation – Citizens Advice – may limit its
geographical reach. Although Citizens Advice is a national organisation its
geographical scope still has limitations and there are some areas which do not
have a local branch. Further, individuals may already know and trust other
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advice providers and they would prefer to go to them for assistance. For
example, one organisation providing benefits advice told us that their clients,
who are largely Asian women, do not use Help to Claim because they worry
about engaging with Citizens Advice due to potential cultural barriers and
prefer to use an organisation specifically aimed at supporting their
community. The Working Party therefore recommends that the DWP
considers broadening the providers of Help to Claim beyond Citizens
Advice.

4.37 We note that the current contract with Citizens Advice was awarded as a
‘direct grant’ award and that the DWP is considering running a competitive
tendering exercise once the current arrangements are due to end this year.
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This would provide a good opportunity to broaden both the service provision
and providers.

333 Ibid, para 132.
334 For example, in North Ayrshire in Scotland. The Orpington branch closed in 2012 and those seeking
advice from a Citizens Advice Bureau must now travel to Bromley.
335 National Audit Office, Universal Credit: getting to first payment (see n. 129 above) para 3.10-3.11.

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