§ Ms LynneTo ask the Secretary of State for Social Security what is the estimated proportion of callers to the Benefits Agency inquiry line not referred to local Benefit Agency offices; how such inquiries will be dealt with following the closure of the benefit inquiry line; and what are the implications of the impact of the closure of the benefit inquiry line on the take-up of income-related benefits. [35450]
§ Mr. Roger EvansThis is a matter for Peter Mathison, chief executive of the Benefits Agency. He will write to the hon. Member.
Letter from Peter Mathison to Ms Liz Lynne, dated 3 July 1996:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking what is the estimated proportion of callers to the Benefit Agency enquiry line not referred to local Benefit Agency offices; how such enquiries will be dealt with following the closure of the Benefit Enquiry line; and what are the implications of the impact of the closure of the Benefit Enquiry line on the take-up of income-related benefits.The Freeline service closes on the 12 July but the Benefit Enquiry Line for people with disabilities will remain open.The information is not available in the format requested. No records are kept of the callers who contact Freeline and are not referred to their local benefit office.However research for the BA National Customer Survey 1995 asked about the Freeline service. 37% of customers phoned freeline to find out about eligibility, 25% for general information and 29% for issues relating to individual benefit enquiries. Freeline staff do not have access to the benefit computer systems and are therefore unable to answer specific benefit enquiries. Therefore many customers would need to contact their local benefit office in order to pursue their claim for benefit or resolve their enquiry.From 12 July when Freeline closes, customers will be encouraged to contact their local benefit offices. The closure of Freeline will allow resources to be refocused so that the customer is in touch with the staff who administer their claims or who can directly link the benefits available with the specific personal details of the customer. Benefit literature is readily available in local offices, post offices and numerous other outlets.It is not anticipated that the closure of Freeline will have any material impact on the take up of income related benefits.I hope you find this reply helpful.