Benefit Entitlement Awareness (Hansard, 31 January 1997)

§ Mr. Heald

This is an operational matter for Peter Mathison, chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Peter Mathison to Mr. Barry Jones, dated 30 January 1997: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Questions asking if he will make a statement on the role of benefit offices in making pensioners and others entitled to benefit aware of their entitlements and; what initiatives he is taking to ensure that pensioners in Wales are made aware of their benefit entitlements. The Benefits Agency (BA) is committed to giving all customers equal access to the benefit system. The BA expects to provide general advice about benefit entitlement, clear and accurate information about all claims which have been made and details of benefits in payment. Staff in BA offices have access to computer and clerical records, enabling provision of a personalised advice and information service. Home visits can be arranged for customers who have difficulty attending their local office where the matter cannot be cleared by correspondence or over the telephone. Pensions Direct Helpline was specifically set up to offer a comprehensive service to retirement and widow pensioners who receive payment of benefit direct into their bank and building society accounts. Pensions Direct will also give general advice and information on benefits to all pensioners and will send out claim packs for Income Support where appropriate. The Benefit Enquiry Line provides free help and advice for sick and disabled people and their care. Specialist braille and textphone services are also offered and there are benefit specific advice services which offer specialist advice for certain customer groups, for example the Family Credit Helpline. In addition, benefit literature and leaflets covering all social security benefits are widely available in BA local offices, post offices and numerous other outlets. Information is also available in booklets and leaflets which are produced in other languages, audio and video tape and in braille. The BA conducted a national campaign—"Pension and Benefits for Older People" from 13 January to 26 January 1997. This was aimed at information older people and their carers of the benefit help and services that may be available to them. Regional information staff promoted the campaign through appearances in the local media and at community initiatives. This campaign was actively promoted within Wales. Additionally a media pack was issued to all national radio and TV outlets, and all regional as well as local newspapers. A copy of the specially produced leaflet giving further information is enclosed. Further copies can be obtained from:-

Pensions and Benefits for Older People
PO Box 28
Leatherhead
Surrey
KT22 7NA

The Benefits Agency in Wales participates in specific events which are aimed to raise awareness of benefit entitlement. Information officers have regularly given talks to pensioner groups on benefit entitlement and have also actively liaised with pensioner organisations. In September 1996, the Agency participated in a "Pensioner Week" by providing information in a live broadcast on S4C TV. I hope you find this reply helpful.