The Script DWP Uses to Put Off Universal Credit Callers

The Department of Work and Pensions have refused to reveal contents of scripts used by call centre staff who deal with benefits claimants despite an official request from an MP.

Labour’s Danielle Rowley asked for the information after being told callers to a Universal Credit (UC) helpline were being “palmed off” with set texts.

But Tory Work and Pensions Secretary Amber Rudd’s department have failed to provide details of what it called “supportive lines” while claiming “there are no scripts”, reports the Daily Record.

Rowley, Labour MP for Midlothian, said: “It’s ironic that in asking the DWP to reveal the deflection tactics they have been accused of using against Universal Credit claimants, the DWP resorted to exactly those sort of deflection tactics with me.

“The reports these scripts are being used were deeply troubling and, if true, confirm my worst suspicions about the true motives behind the rollout of Universal Credit.

“This system, with its stated aim of making work pay, is little more than a disgraceful attempt to target those who have the least and make sure they have even less in the future.

“With the recently departed Secretary of State having had to apologise to the House for misleading it on multiple occasions, and with the opportunity to begin with a clean slate, I urge Amber Rudd to lance this boil without delay before her own tenure is tainted in a similar way to her predecessor Esther McVey’s."

UC was introduced in 2016 but is only now being fully rolled out across the country.

It combines six existing benefits into a system the Government claim is aimed at “helping people into work” while simplifying delivery.

But many vulnerable recipients say they are worse off.

Rowley submitted a freedom of information request asking for all transcript materials provided to UC helpline employees for use with callers.

But the DWP said: “There are no scripts currently in use in UC for call handlers. The service does, however, guide colleagues through certain agent-led processes to ensure correct steps are taken when appropriate.

“In addition, there are supportive lines available to agents to assist claimants with being able to self-serve where this is appropriate.” No details of the “supportive lines” were released.

Her request followed claims by former DWP employee Bayard Tarpley that agents manning the phones were told by senior managers to direct claimants to their online account as much as possible, even if the problem could be solved during the call.

Westminster’s Public Accounts Committee also published a damning report which claimed UC was causing “unacceptable hardship and difficulties”.

MPs described the DWP as “disturbingly adrift from the real-world problems of the people it is there to support”.

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