§ Mrs. CaltonTo ask the Secretary of State for Work and Pensions (1) what measures are being taken to require social fund staff to ensure that applicants are properly advised on the type of payment most helpful to them; [79177]
202W(2) if he will implement the recommendation of the social fund commissioner for his Department to put in place a system to manage the quality of advice given to people and the appropriateness of application forms issued by office staff; [79209]
(3) if he will review the guidance and training for social fund staff administering funeral payments; [79210]
(4) if he will ensure that those in contact with the recently bereaved are able to give those people accurate information about the social fund funeral payments. [79212]
§ Malcolm WicksWe share the social fund commissioner's view that people should receive good quality advice. Although existing procedures are already designed to provide high standards of service delivery, the Department is currently examining what improvements are possible in this area.
The Department continues to work to improve the training and guidance it gives its staff, including non social fund staff who have contact with customers. Any instance where an office gives wrong information will be investigated and the Independent Review Service has now agreed to provide the Department with details of any such cases that it becomes aware of.
We recognise that bereavement is very distressing and training and guidance for staff reinforces the message of sensitivity when dealing with claims for funeral payments and the need to provide accurate advice and information to customers.