§ Mr. WebbTo ask the Secretary of State for Work and Pensions if he will place in the Library a copy of the script used by staff at Pensions Service call centres to respond to new telephone claims for retirement pensions. [57512]
§ Mr. McCartney[holding answer 20 May 2002]: There is no formal script used when making telephone application for retirement pension. Our agents have an "interactive" electronic claim form that prompts them to ask for the relevant information, but does not specify the words they use to do this.
As part of our commitment to provide a first class service to our customers, we will provide all of our customer agents with a two-week "customer experience" training programme. This will equip them with the tools they need to deal sensitively with our customers.
Pensioner incomes Age 60–64 Age 65–69 Age 70–74 Age 75–79 Age 80+ Single males Median income (£) n/a 136 138 126 118 Number n/a 240,000 230,000 230,000 270,000 Single females Median income (£) 132 119 106 110 103 Number 380,000 540,000 610,000 700,000 900,000 Couples Median income (£) n/a 281 233 216 178 Number n/a 1,010,000 780,000 580,000 320,000 Notes:
1. The data are from the Family Resources Survey 1999–2000 and are rounded to the nearest £1 or 10,000.
2. Estimates are for pensioner units. Pensioner units are defined as single (non-cohabiting) people over state pension age (65 and over for men, 60 and over for women) and couples (married or cohabiting) where the man is over state pension age.
3. Pensioner units are allocated to age categories according to the age of the head. The head of a couple is defined as the man.
4. Estimates have not been split by gender for couples as the extent of income sharing within pensioner units is not known.
5. Means-tested benefits refer to minimum income guarantee, working families' tax credit, housing benefit, council tax benefit and social fund grants.
6. These results are based on survey respondents' identification of different elements of benefit income, and are therefore subject to misreporting.