HC Deb 26 February 1991 vol 186 cc451-2W
Mr. Hume

To ask the Secretary of State for Northern Ireland which social security offices in Northern Ireland are taking telephone inquiries or representations in restricted hours; what restrictions are involved; on what date they came into operation, and what is their projected duration.

Mr. Hanley

There are three social security offices in Northern Ireland where the telephone service to the income support section is restricted. These are Corporation street (Belfast), Londonderry and Newtownabbey. Telephone inquiries are not accepted between the hours of 12.30 pm and 5 pm

The restriction came into effect in September 1990 and is expected to be lifted soon.

Mr. Hume

To ask the Secretary of State for Northern Ireland if he will make a statement on the problems which have led to time restrictions being placed on social security offices' acceptance of telephone calls and on the problems caused for claimants and welfare advice centres by these restrictions.

Mr. Hanley

The recent introduction of a computer system for income support necessitated a massive training and conversion programme. Despite the extra measures provided to compensate for the inevitable disruption, a few social security offices found it difficult to maintain their full services and telephone inquiries were subsequently restricted.

Although this may have caused some inconvenience, a full caller and correspondence service continued to operate for both claimants and welfare advice agencies.

Mr. Hume

To ask the Secretary of State for Northern Ireland if he will make a statement on the action which is being considered to help reduce backlogs of work in local social security offices and to end restrictions on acceptance of telephone inquiries.

Mr. Hanley

Extra overtime and additional staff have been allocated to the three social security offices where, because of pressure of work, telephone restrictions are in operation. Officials in the Department of Health and Social Security are keeping the position under close review and it is hoped that the restrictions will end shortly.