Inadequate record keeping of claimant interactions

“From 1 April 2021 all new entrants handling PIP and Employment Support Allowance ("ESA";”

“issued internal communications to all staff working on PIP and ESA early in March 2021 to reinforce the importance of recording notes on the appropriate computer systems and remind them that all colleagues are required to ensure that notes: a. are made following all interactions with customers or third parties where an accurate record of it is needed, and b. are an accurate and factual account of the conversation, including both any action agreed or taken, and the full reasons for decisions made”

“also plan to add a new section, about recording notes on the PIP computer system, to the instructions that colleagues working on PIP claims use for guidance. We expect both of these actions to be completed by the end of Summer 2021.”

“Quality checkers will now deem only notes that meet the standards outlined in the best-practice guides to have complied with ESA processes”

“From July 2019 we began rolling out further training, on mental health, behaviour and relationships. This enables colleagues to recognise the effect of their personal impact on people with mental health conditions, and to respond appropriately to unexpected customer behaviour and identify a claimant's ability to proceed with a call or a face-to-face meeting”

“The department is reviewing the Making Large Payments guidance within Working Age, with a view to mandating that any calls made, and any agreements reached, be recorded on the DWP systems, and that any related documents are stored in the digital repository.”