Social Security Benefits
Commons · Question 97226 · Tabled 4 Dec 2025 · Department for Work and Pensions · Official record
Answered 11 Dec 2025
Question
Asked by Matt Vickers
To ask the Secretary of State for Work and Pensions, what assessment the Department has made of the impact of digital-only communications on claimant engagement and error rates.
Answer
Answered by Andrew Western, 11 Dec 2025
DWP are continuing to explore the choice of contact channel to reduce the cost of benefits administration and meet the needs of our customers for faster communication. This is based on customer research. While some customers are already able to access mes...