Richard Brookes
18 Nov 2024 · Coroner Anna Morris · Greater Manchester South
This report repeats 1 earlier warning. See the linked reports.
The coroner's concerns
1. large payment to vulnerable adult
“This was a large payment of money to a vulnerable adult who was then required to self-manage that money. In these situations, it is important that there are robust systems in place for ensuring that the requisite assessments and checks are made of an individual to ensure that large payments can be made in a way that does not increase any vulnerability.”
2. hybrid electronic and clerical payment system
“I heard evidence from [REDACTED] that the DWP systems that are currently in place are hybrid of electronic and clerical systems and that payments can be initiated without there being a full note on the system of the content of the call with the individual.”
3. lack of evaluation of vulnerability considerations
“I am therefore concerned that there is no way that an agent, quality assessor or team leader can properly evaluate whether any agreement made between the DWP and an individual regarding repayment has fully considered all the relevant factors regarding their vulnerabilities before a large payment is made.”
4. inability to audit large payments caseload
“I am also concerned that the DWP currently has no ability to effectively audit its large payments caseload to ascertain whether the failure in record keeping evident in the present case has occurred in other cases.”
Linked reports
Closely relatedConfidence 0.90 · high
Earlier report
“Records of calls handled were very brief and, at times, inaccurate.”
This report
“I am also concerned that the DWP currently has no ability to effectively audit its large payments caseload to ascertain whether the failure in record keeping evident in the present case has occurred in other cases.”
Responses
2024-0638-Response-from-Department-of-Work-and-Pensions.pdf ↗· Department for Work and Pensions
Stated action
“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.”