§ Mr. RaynsfordTo ask the Secretary of State for Social Security what representations he has received from the Consumers Association on the quality of advice available from local social security offices; and if he will make a statement on the action he proposes to take in response.
§ Mr. HagueThe quality of advice available from local social security offices is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member.
Letter from Michael Bichard to Mr. Nick Raynsford, dated 20 April 1994.
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question about the quality of advice available from local social security offices.You will be aware of the recent article in the Consumer Association's WHICH magazine. The article drew conclusions 617W about standards of customer service available in Benefits Agency offices, based on a survey of their own members and on observations from a small sample of local offices. Although it cannot be said to be representative of the level of service provided by all Benefits Agency offices it is important that the comments are acknowledged.The Benefits Agency recognises that customers expect a professional, efficient, quality service which provides prompt and accurate benefit payment. Whilst there are areas in which improvements could be made, considerable progress in this area has already been achieved. One of the major contributing factors to this improvement is our willingness to listen to customers and to respond to their comments.For this purpose the Agency have produced two leaflets; "Let's be Fair" explains the Benefits Agency's policy on the customer's right to fair and equal treatment; "Have your say" explains the complaints procedure to customers.In addition, the Agency commission annually a national indpendent survey of its customers. In 1993, 3,428 customers were interviewed face to face, selected from a random postal sift of 17,000 households. The results of this survey are due to be published on 25 April 1994 and show that 84 per cent. of customers are satisfied with the standard of service provided by the Benefits Agency, against the Secretary of State's target of 85 per cent. This is an improvement on the corresponding figures for1992 when 82.3 per cent. were satisfied.It is important, that as an Agency we are constantly aware of, and responsive to, the needs of our customers. The ongoing process of customer research helps to identify any improvements that are necessary and the areas highlighted by the WHICH article will be considered as a part of this process.I hope you find this reply helpful.