§ Mr. WebbTo ask the Secretary of State for Work and Pensions, (1) pursuant to the oral statement of the Parliamentary Under-Secretary of State,Official Report, column 173W, on the Pension Service, whether the decision to carry out a home visit to a pensioner will be made by the pensioner; [72842]
(2) in what circumstances a pensioner requesting a home visit through the Pension Service would be denied one. [68988]
§ Mr. McCartneyBy bringing together pension-related services customers of The Pension Service will be given a dedicated service in a way that is convenient for them.
Many pensioners already deal with us over the phone—over two-thirds of Retirement Pension claims are made via the Pensions Direct telephone service—and this will increasingly be the case. So we are developing 26 modern centres using the most up-to-date equipment to deal with queries accurately and efficiently.
These centres will be backed up by local services delivered in partnership with organisations very used to dealing with pensioners' needs, provided in locations accessible to pensioners. The local service will employ twice as many people undertaking similar activity in the old Benefits Agency.
Where a pensioner requires a home visit we expect to be able to provide one. Pensioners will have that option—but in reality the vast majority of queries will be dealt with swiftly and effectively without the need for a home visit. Indeed a simple call to a Pension Centre is likely to be the most effective and satisfactory way of dealing with customers' inquiries without the delay of appointments.
This is a period of change but it is change to create a better service. As the Pension Service is rolled out in each area existing pensioners will receive letters explaining those changes fully and giving them all necessary contact details.
Pensioners deserve a decent modern service tailored to their needs; The Pension Service will deliver it.