Communications (Hansard, 2 November 1992)

§ Mr. Scott

Mr. Michael Bichard, the chief executive of the Benefits Agency, has replied to the hon. Member.

Letter from Mr. Michael Bichard to Mr. Alun Michael, dated 29 October 1992: As chief executive of the Benefits Agency, it is my responsibility to answer questions about relevant operational matters. I am therefore replying to the points raised in your recent Parliamentary Question to the Secretary of State for Social Security asking whether it would become policy that communications from the Fylde Benefits and War Pensions Directorate of the DSS (North Fylde Central Office prior to April 1991) would provide (a) the date of the communication, (b) the name of the official responsible, (c) the telephone and extension number of the official and (d) a clear statement of the current position on the application. I can confirm that it is the policy of all branches of the Fylde Benefits and War Pensions Directorate to provide the date of the communication together with the name, telephone and extension number of the official concerned on correspondence issued to customers, although where the outcome of a claim is notified via a computer system, it is not currently possible to include the name of an official nor a telephone extension. For Disability Living Allowance, we have set up a Central Enquiry Service for the handling of telephone calls from customers. The use of extension numbers for customers contacting this service is not generally appropriate since the overwhelming majority of calls are answered without further referral. Staff on this service routinely give their name when answering the telephone. Statements on the current position of an application for a benefit or pension administered at Fylde Benefits and War Pensions Directorate are also provided where appropriate. I hope you find this reply helpful. A copy of this reply will appear in the Official Report. Copies are also being placed in the Library.