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11 Oct 2004 : Column 39W—continued
Exceptions Service
Mr. Drew: To ask the Secretary of State for Work and Pensions when the Exceptions Service is expected to be set up for those who cannot be part of the Government's new pensions payments arrangements. [189898]
Mr. Pond: Cheque payments (previously referred to as the Exceptions Service) will be phased in over the period from October 2004 to March 2005.
Mr. Drew: To ask the Secretary of State for Work and Pensions how many complaints he has received from pensioners who have asked to use the Exceptions Service and have been referred to other options with regard to pensioner's payments. [189899]
Mr. Pond: Independent research commissioned by DWP shows that there are very high levels of satisfaction among benefit and pensions customers who have transferred to direct payment and those who have started claiming and chose to receive direct payments. Overall 91 per cent. of customers were happy with the process of setting up direct payments (the figure for pensioners was 88 per cent.). Similarly, overall 93 per cent. of customers were happy with the process of having payments made into an account (the figure for pensioners was 92 per cent.).
Direct payment is now the normal method of payment. The Department provides staff with the factual information they need to give to customers, in order for customers themselves to choose the account which best meets their needs and circumstances. The cheque payment is only intended for those customers who we cannot pay by direct payment; it is not an alternative payment option.
We are continuing to contact existing customers to invite them to provide account details. Customers who advise the Department that they are unable to open or manage an account will be paid by cheque payment. We do not capture data concerning the number of complaints received from pensioners who have asked to use cheque payment and have been referred to other options.
Mr. Drew:
To ask the Secretary of State for Work and Pensions if he will publish the figures, by constituency up to the last date for which figures are known, for (a) those who have been contacted about the new pensions payment arrangements, (b) those who have
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agreed to new arrangements of payment method, (c) those who have asked about the Exceptions Service and (d) those who have yet to reply. [189900]
Mr. Pond: Information is not available in the constituency-based format requested. However as at 10 July 2004 for the Constituency of Stroud 19,600 (61.9 per cent.) of all benefit accounts were paid by direct payment into bank accounts, and 1,185 (3.7 per cent.), into Post Office card accounts.
The move to direct payment is progressing well. 14.25 million customers are to be moved to direct payment, of which approximately 50 per cent. are over pension age. To date over 5.3 million pensioners have been contacted.
Of the pensioners contacted nearly 4.4 million have responded by either supplying their bank details or requesting a Post Office card account.
We do not capture data on the number of customers who have asked about cheque payments. The cheque payment is only intended for those customers who we cannot pay by direct payment; it is not an alternative payment option. Customers will not apply to be paid in this way.
With regard to the pensions customers who have not yet responded—there will always be a time lag between the total number of invitations issued and the number of people that have so far responded.
Key figures on the progress of conversion to direct payment are available in the Library. These figures are updated every four weeks.
Housing Benefit
Mr. Willetts: To ask the Secretary of State for Work and Pensions if he will list the 20 councils with the longest times for processing new housing benefit claims, identifying in each case the average time for processing claims. [185706]
Mr. Pond [pursuant to his reply, 22 July 2004, Official Report, c. 441W]:
The information is in the table.
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| Average time for processing new claims (calendar days) | |||
|---|---|---|---|
| Local authority | HB | CTB | HB and CTB |
| Bury | 75 | 97 | 87 |
| Bristol | 87 | 90 | 88 |
| North Ayrshire | 79 | 97 | 88 |
| Dundee | 88 | 90 | 89 |
| Flintshire | 89 | 89 | 89 |
| York | 78 | 108 | 91 |
| Croydon | 83 | 105 | 95 |
| East Devon | 95 | 96 | 96 |
| Mid Suffolk | 92 | 98 | 96 |
| South Northamptonshire | 100 | 95 | 97 |
| Torridge | 99 | 96 | 97 |
| Chelmsford | 95 | 108 | 101 |
| Lambeth | 90 | 122 | 104 |
| Renfrewshire | 92 | 115 | 104 |
| Portsmouth | 103 | 112 | 107 |
| Leicester | 106 | 122 | 114 |
| Manchester | 137 | 89 | 115 |
| Merthyr Tydfil | — | — | 118 |
| Hackney | 114 | 134 | 123 |
| Liverpool | 183 | 152 | 167 |
| Swale | 182 | 203 | 193 |
Notes:
1. Four local authorities did not supply data for 2003–04.
2. It is not possible to differentiate the housing benefit/council tax benefit data from Merthyr Tydfil.
3. The data are taken from un-audited returns by local authorities to DWP, and are the most recent quarterly data they have returned for 2003–04.
Industrial Injuries Benefits
Stephen Hesford: To ask the Secretary of State for Work and Pensions how many people claimed industrial injuries disablement benefit for occupational asthma in (a) the UK and (b) England in each of the last five years. [189868]
Maria Eagle: The information is in the table.
| United Kingdom | England | |
|---|---|---|
| 1999 | 1,000 | 700 |
| 2000 | 900 | 700 |
| 2001 | 800 | 700 |
| 2002 (March quarter) | 200 | 200 |
| 2002 (April to December) | 535 | 425 |
| 2003(18) | 685 | 525 |
(17) Claims are based on a 10 per cent. sample up to March 2002, 100 per cent. count thereafter. 10 per cent. figures are rounded to the nearest 100, and 100 per cent. figures to the nearest five to ensure anonymity.
(18) Provisional data.
Source:
IAD, DSU1, Longbenton, Newcastle.
Jobcentre Plus
Mr. Amess:
To ask the Secretary of State for Work and Pensions (1) how many redundancies he expects from the closure of Jobcentre Plus, Victoria Avenue, Southend-on-Sea; and if he will make a statement; [190033]
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(2) what representations his Department has received on the closure of Jobcentre Plus, Victoria Avenue, Southend-on-Sea; and if he will make a statement; [190034]
(3) what plans there are to deploy those affected by the closure of Jobcentre Plus, Victoria Avenue, Southend-on-Sea to other areas within his Department; and if he will make a statement; [190035]
(4) what factors underlay the decision to close Jobcentre Plus, Victoria Avenue, Southend-on-Sea; and if he will make a statement. [190036]
Jane Kennedy: The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, David Anderson. He will write to the hon. Member.
Letter from David Anderson to Mr. David Amess, dated 11 October 2004:
The Secretary of State has asked me to reply to your questions regarding the announcements made on the closure of the Victoria Avenue Jobcentre Plus site in Southend-on-Sea. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.
It is too early to say whether there will be any redundancies arising from this closure. The Department's aim is to redeploy as many staff as possible into other jobs within Jobcentre Plus, particularly in Great Oaks House, Basildon, which will be requiring additional benefit processing staff and is within daily travelling distance from Southend. We will also be looking at redeployment opportunities in other parts of this and other Government departments. Following this redeployment exercise we will have a clearer picture of whether redundancies might be necessary, and the numbers affected.
The District Manager for Essex has written to our partners and external stakeholders to inform them of the announcement. No representations have been made so far concerning the closure of the Victoria Avenue site.
In deciding to close Victoria House, a number of factors were taken into account, including how best to use the space available to us, and the staff expertise available to do the work. For benefit processing centres, we are looking at sites capable of accommodating 250 to 600 staff, and Victoria House is not large enough for this. Furthermore, under our contract with our estate partner Land Securities Trillium, Victoria House can be released more quickly and thus more cheaply.
I am happy to assure you that the face to face customer service to the people of Southend will be maintained in our Jobcentre Plus outlet at Dencora Court, Southend.
Should you wish to meet with the District Manager for Essex to discuss this further he can be contacted at the Essex District Office in Chelmsford on 01245 545122.
Hywel Williams: To ask the Secretary of State for Work and Pensions what Welsh language services are provided by Jobcentre Plus Direct. [189959]
Jane Kennedy: The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, David Anderson. He will write to the hon. Member.
Letter from David Anderson to Mr. Hywel Williams, dated 11 October 2004:
As Jobcentre Plus is an Executive Agency, the Secretary of State has asked me to reply to your question concerning what Welsh language services are provided by Jobcentre Plus Direct. This is something which falls within the responsibilities delegated to me as Chief Executive of the Agency.
Jobcentre Plus Direct is the contact centre network for Jobcentre Plus customers who either wish to make a benefit claim or want to use our job brokering service—Jobseeker Direct.
In answer to your specific question, Jobcentre Plus Direct offers a dedicated telephone number to Welsh language speakers for both making claims to benefit and seeking help through Jobseeker Direct.
I hope this reply to your question is helpful.
Hywel Williams: To ask the Secretary of State for Work and Pensions what steps he is taking to safeguard Jobcentre Plus services delivered through the medium of Welsh during the closure and centralisation programme in Wales. [190011]
Jane Kennedy: The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, David Anderson. He will write to the hon. Member.
Letter from David Anderson to Mr. Hywel Williams, dated 11 October 2004:
The Secretary of State has asked me to reply direct to your question concerning the delivery of Jobcentre Plus services through the medium of Welsh. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.
As you may be aware, Jobcentre Plus is modernising the way in which it delivers its business. We are creating a modernised service in refurbished buildings and these enhancements are dramatically changing the way we help people of working age, giving a real work focus for customers claiming benefit.
We are establishing a Contact Centre in North West Wales which will provide a Welsh Language service to our customers who contact us by telephone or through other electronic channels. For those who wish, or need, to undertake their business with us on a face-to-face basis, we will have a network of offices and flexible delivery sites throughout Wales that will continue to ensure that Welsh speaking advisers will be available.
Jobcentre Plus has made a commitment, as outlined in its Annex to the Department's Welsh Language Scheme, that the English and Welsh Languages will be treated on a basis of equality. This commitment was underlined by the Department for Work and Pensions' Permanent Secretary, Sir Richard Mottram, who attended the launch of the Department's Scheme with the Welsh Language Board at this year's National Eisteddfod.
Jobcentre Plus will continue its longstanding commitment to encourage and support members of staff wishing to learn Welsh or improve their ability to speak Welsh in the workplace. Staff dealing with claims to benefit and those conducting advisory interviews are being offered Welsh Language training to enable them to deal with customers in the language of their choice.
I can assure you, therefore, that Jobcentre Plus is taking all the necessary steps it can to safeguard the services it provides to its customers through the medium of Welsh.
I hope that this is helpful in clarifying the position.
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