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DWP in 2022: Record underpayments, record benefit fraud and deleted child benefit records

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Last year I reported that the national audit office had qualified the Department for Work and Pensions accounts for the 34th year running because they were inaccurate and it couldn’t balance the books.

Auditor General threatens to refuse to pass pension accounts next year if DWP carries on like this

But this year the DWP has surpassed itself – it is now the 35th year that the DWP has had its accounts qualified.

Benefits overpaid officially fell a little from the pandemic year – £8.2 billion instead of £8.6 billion- but when you strip out the extra cost of living payments – they are much higher than the pre pandemic year of 2019 -£7.8 billion compared to £4.4 billion – a massive increase.

Most of the fall in the amount DWP overpaid benefits related to fraud in Universal Credit. The amount of Universal Credit that DWP overpaid fell from 14.7% (£5.9 billion) of expenditure in 2021-22 to 12.8% (£5.5 billion) in 2022-23. But again compared to the pre pandemic year of 2019 this was a rise.

DWP estimates that Universal Credit claims started after the COVID-19 peak (March to June 2020) were overpaid by 13.1% in 2022.This remains significantly higher than the 9.4% that it overpaid all Universal Credit claims in 2019-20.

The reduction is mainly due to a fall in the level of self employment claimants and the reintroduction of rules designed to prevent self employed claimants understating their income.

On average 33% of Universal Credit claims were incorrect in 2022-23,equivalent to 1.6 million claims. Most of these claims (24% of all Universal Credit claims) were overpaid.

The report says: “Around 40% of overpaid claims were to people with no entitlement to any payment at all, which is equivalent to 10% of all Universal Credit claims. Some of these were marginal cases where small amounts of undeclared income or claimant circumstances (such as attending hospital) made the whole claim invalid. However, some other claims were overpaid as much as £1,800 per month; some were completely fictional; and some related to serious and organised crime.”

Pensioners lost hundreds of millions of pounds in underpayments

The record underpayments of pensions and benefits topped £3.3 billion. A large number were caused by people claiming Personal Independence Payments who had not updated the DWP about their increased medical needs.

But it was pensioners who were cheated by the DWP into not receiving their full pension entitlements that is worrying the National Audit Office.

The report says: “The level of State Pension underpaid by DWP has been trending upward for six years to 0.6% (£670 million) in 2022-23. Most of these underpayments (£580 million) were a result of official error. DWP believes that part of the increase is due to changes in how it measures State Pension error and that its previous estimates may have been understated. This brings the total fraud and error rate for State Pension, including overpayments, to 0.7%.

“I will keep the gross level of incorrect payments in State Pension under review and may have to include State Pension in my regularity qualification in future years if the estimated rate continues to rise.”

There is £1.2 billion owed to 165,000 married pensioners, widows and those over 80- all caused by official errors in the past. It will take until the end of 2024 before everyone is paid.

And now the DWP has discovered another 210,000 pensioners owed up to £1.5 billion because officials did not record their right to paid national insurance contributions while looking after children

The report says; “These issues affect people (mostly women)who received Child Benefit before 2000 and whose National Insurance record was not updated to reflect periods of HRP (Home Responsibilities Protection) they were entitled to. DWP cannot begin to correct cases until HM Revenue & Customs (HMRC), which administers both National Insurance and Child Benefit records, corrects the National Insurance records and notifies DWP.
“HMRC intends to begin work to identify people who may have missing HRP in autumn 2023 and will write to them to invite them to apply for missing periods of HRP to be added to their National Insurance record.”

However it turns out that HMRC have destroyed many of the people’s records.to meet Data Protection laws so it may not be able to find them.

Then there are 10 million people claiming Universal Credit have not been updated properly – a small proportion of these may have also been underpaid their State Pension. HMRC began correcting records in February 2023 and expects this work to be completed by the end of March 2024.

The report adds; “DWP has still to determine how many people have been underpaid and by how much they were underpaid. Of those missing the Universal Credit National Insurance credits, 137,000 have already reached State Pension age.“

jonathan Mills
peter schofield
neil couling
nick Joicey
katie faringdon
simon McKinnon
amanda reynolds- director service excellence
Debbie Alder

Roll call of this year’s DWP top officials and their bonuses and pensions

Meanwhile the DWP continues to pay out bonuses to senior staff. Peter Schofield, the permanent secretary, did not take a bonus this year and his pension payments were half last year’s at £16,000. His full package is £210,000 a year compared with £240,000 the previous year.

Neil Couling, the change director who is responsible for universal credit, got a £5000 bonus and had a £52,000 deduction in his pension pot, in a year when he presided over record fraud over universal credit.

Debbie Alder, director of people, got a £15,000 bonus, and put £59,000 into her pension pot, giving her a package worth £200,000 this year.

Jonathan Mills, responsible fo the Labour policy at the DWP, left in June with a £5000 bonus. He is now director of energy markets and supply at the Department for Energy Security.

Nick Joicey, director general of finance who earned £80,000 for five months is now chief operating officer and second permanent secretary of Defra. He is also the husband of Rachel Reeves, the shadow chancellor.

Simon McKinnon, director general and chief digital officer, who left in April 2023, Got a final year bonus of £15,000 and £62,000 in his pension pot, taking his final package to £240,000. He was responsible for reorganising the DWP’s system to bring it back in house.

Amanda Reynolds, director of service excellence, also got a £15,000 bonus and £61,000 into her pension pot, taking her package to £240,000 for providing what some claimants and pensioners would claim was hardly a first class service.

Katie Faringdon, director general for disability, health and pensions, got no bonus but had a £175,000 package including £44,000 into her pension. Over the last two years she has put pension benefits worth £131,000 into her personal pension fund. I am sure the millions of pensioners facing delayed pensions and still waiting to be reimbursed for mistakes by officials into their pensions will be pleased for her!

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Can the DWP’s newest feminist recruit give the ” shambolic” ministry a more people friendly face?

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Elizabeth Fairburn,(right) now the Department for Work and Pensions new customer experience director

Last week I watched the polite questioning by MPs of the top officials from the Department of Work and Pensions about their latest published accounts – which I have already lambasted in a blog here.

At this hearing of the Commons Public Accounts Committee – see this link – once again Peter Schofield, the permanent secretary – had to apologise to the nation’s pensioners for the ministry’s failure to rectify the underpayment of pensions to hundreds of thousands of pensioners, some who may still have to wait until 2024 to get their money. He promised 1000 more staff -having started with just 100 people – to sort out this scandal.

Once again – it is the 34th year in a row – the top officials had failed to balance the books – because of benefit fraud and error reaching record levels. Again it was promised that this will be sorted – we shall see whether this is really true next year.

Peter Schofield, DWP permanent secretary

But the most interesting aspect of the hearing was a new face on the block. She is Elizabeth Fairburn, who is the customer experience director at the DWP. She has been recruited from Direct Line Insurance as the head of claims response – where she deals with insurance claims from customers. She is quite obviously not a career civil servant unlike Peter Schofield, her boss whose cv shows, apart from a secondment to 3i, is a mandarin to his fingertips.

What is even more interesting she is a firm campaigner for women. She recently gave an interview to mark International Women’s Day this year with Gatenby Sanderson, a head hunting agency recruiting executives for the public sector ( recent appointments included the chief executive officer of the National Cancer Research Institute and the people’s director for the London Fire Brigade).

I have reproduced it at the top of this blog. As well as talking about her career, she is committed to equal pay for women, proper career paths for women who return to work after looking after children and most importantly women having real self belief in themselves and not being put down by men. She also is a coach for women to believe in themselves.

Can Elizabeth Fairburn do anything for claimants and pensioners?

But can she do anything for the millions of claimants and pensioners who have to endure using the DWP? She admits in the interview that she knew little about the working of the organisation.

At the hearing she made some interesting comments. She told MPs:

:”We are mapping out the plans and trying to piece things together. It is a big Department, and I am trying to get my head around a lot of things. I can see some real opportunities in how we could use different approaches to map out the journey from a customer’s point of view, which would help us as the civil service understand what that looks like and therefore where we can make improvements. Peter [‘Schofield] has already referenced the work that we are doing on digital and automation, which is a real opportunity, but we cannot automate processes that are clunky or difficult. We have got to review those, simplify them and then make them available on a digital solution to encourage customers to “engage with us.

On communicating with pensioners, particularly those owed money she told MPs:

“I have a team within customer experience who are continually looking at the communications that we send to customers to make sure that they are simple. Obviously, we are reliant on listening and learning techniques, such as what we see through complaints, to identify where to look. When we see those things, we can simplify the processes, and potentially the communications to customers, to help them with that and keep them updated.”

On stopping people’s benefits she said she had a team of 36 people checking the vulnerability of people before they did this:

“They are there proactively to support the wider DWP in identifying and signposting support for our customers with the most complex needs. In the example you were just talking about, my team work closely with Bozena’s [Bozena Hillyer in charge of counter fraud and compliance] team and, when there is a difficult decision to make about stopping someone’s benefit because of potential fraud, my team are there to support the frontline to say, “Have you considered X, Y or Z to ensure that we are doing the right things for our customers and making the right decisions?”

Egregious frightening letter from the DWP to a pensioner

Can she make a difference? As this blog has shown some of the communications have been egregious. Like the one I featured last August to pensioner Rosie Brocklehurst when the department was conducting a pension review which said: ““If you fail to be available for this review and do not contact me, your entitlement to State Pension may be in doubt and your payments may be stopped.”

This was , of course, totally untrue – the department can’t stop anybody’s pension.

So at the moment the jury will be out on how successful Elizabeth Fairburn will be in changing the culture. But I will be watching to see if this determined woman from Leeds can make a difference or not. Her Linked In self description describes her as “A passionate, energetic and inspiring people leader, renowned for the ability to champion change and transformation especially in underperforming teams or functions with a need for significant cultural revolution. “

Watch this space to see if this is true for the DWP.

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DWP in 2021: Record fraud, record management bonuses and record pension underpayments

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Department for Work and Pensions

The latest annual report for the Department for Work and Pensions was published last week and reveals yet another litany of failures in this ministry. After a drubbing last year from Parliament’s watchdog, the National Audit Office, its accounts were qualified again making it the 34th year in succession it has failed to balance the books accurately.

This finding may also be a Whitehall record – there can hardly be another ministry in Whitehall that has so spectacularly failed to produce accounts with a clean audit sheet.

The big benefit fraud failure is again the government’s flagship Universal Credit. In 2020 it the rate of overpayments increased from 4.4% in 2019-20 to 7.5% in 2020-21. Nearly all of the increase in fraud and error was on Universal Credit. DWP estimates it overpaid £5.5 billion of Universal Credit (14.5%) and underpaid £540 million (1.4%).

In 2021  it overpaid £8.5 billion of benefits – the highest level recorded. Fraudulent Universal Credit claims account for £5.2 billion of the £8.5 billion overpaid. DWP estimates that it overpaid 14.7% of all Universal Credit payments in 2021-22, compared to 9.4% in 2019-20 (the year preceding the pandemic). DWP paused fraud and error prevention measures due to COVID-19 disruption, some of which have not yet been reinstated.

As at 31 March 2022, DWP is owed £7.6 billion of benefit overpayments, Tax Credits, and advances by around five million claimants, an increase of over £1 billion from 2020-21. DWP expects this pattern to continue until it has fully embedded new prevention measures. It recovered £2.0 billion of this debt in 2021-22, with 90% of debt recovered through benefit deductions. DWP can only recover overpayments it identifies – most overpayments are not identified and will not be recovered.

Disabled people are also suffering mainly from underpayment of attendance allowance. The NAO report says: “The estimated rate of overpayment in Attendance Allowance is 2.2% (£120 million), and the underpayment rate is 4.3%(£230 million).

” These estimates suggest that Attendance Allowance has the lowest rate of overpayment (excluding State Pension), but the highest rate of underpayment of the benefits sampled this year. Almost all the underpayment of Attendance Allowance is classified as claimant error. In previous years the Department has used Disability Living Allowance (DLA) as a proxy rate for Attendance Allowance.”

Turning to pension payment once again women are being singled out to receive the worst treatment after being underpaid for years.

Widowed pensioners left to wait 18 months to 2 years

The report says DWP now estimates that it has underpaid £1.46 billion to 237,000 state pensioners. This is an increase of £429 million and an increase of 105,000 pensioners on its best estimate at the end of 2020-21. DWP has carried out additional reviews of its records to understand the pensioners that may be affected, but the full extent of the underpayments will not be known until every case has been reviewed. DWP aims to complete its review of State Pension underpayments by the end of 2023 for two of the three affected groups2 but this deadline will not be met for the largest group, widowed pensioners, which may take until late 2024 to complete. DWP will need to significantly increase the rate at which it reviews cases.

This means if you have been widowed civil servants will not even look at what you are owed for another 18 months  and you will be lucky to get the money by the end of 2024.

However while pensioners and the disabled wait for their legally entitled payments it has been a bonanza year for the top management of the DWP. This year a record 7 of the 11 ( it was 5 the previous year) top management walked away with extra bonuses for their work. This may be due to how the department had to handle extra Universal Credit payments during the pandemic but it is startling given the abysmal report by the NAO on its control of fraud and failure to pay people the right pensions.

You will have to remember some civil servants can retire at 60 depending on what civil service pensions scheme they belong to – 6 years before the public get their state pension – with both high pensions and a generous one off payment.

This is the roll call of the beneficiaries.

From top left: John-Paul Marks, Jonathan Mills, Neil Couling, Peter Schofield, Kate Farrington, Debbie Alder and Nick Joicey. Pic credits: gov.uk

Peter Schofield, permanent secretary and accounting officer, is already on £185-£190,000 a year. He gets a bonus of up to £20,000 plus £33,000 into his pension. He has accrued enough money to retire on £75-£80,000 a year plus a one off payment of up to £170.000 and his pension pot is worth £1.394 million.

Debbie Alder, director general, People, Capability and Place,£145-£150,000 a year. She gets a bonus of up £15,000 plus £57,000 into her pension. She has accrued enough money to retire on £35-£40,000 a year. She has a pension pot of £543,000.

Neil Couling, director of change and resilience (responsible for Universal Credit).£165-£170,000 a year. He gets a bonus of up to £15,000 and £16,000 into his pension. He has accrued enough money to retire on £75-£80,000 a year plus a one off payment of up to £190,000 and a pension pot worth £1.654 million.

John-Paul Marks, who left on 31 December last year, received £105-£110,000 for nine months ,a bonus worth up to £15,000 and £31,000 towards his pension. He left with enough money to retire on £40-£45,000 a year and a pension pot worth £532,000. He is now permanent secretary to the Scottish government.

Katie Farrington, director general, disability, health and pensions ,£120-£125,000. She gets a bonus of up to £10,000 and £87,000 paid into her pension pot. She has accrued enough money to retire on £30-£35,000 a year plus a lump sum of £50-£55,000 and pension pot worth £531,000.

Jonathan Mills, director general, Labour Market Policy and Implementation,£135-£140,000 . He gets a bonus of up to £5000 and £35,000 paid into his pension. He has accrued enough money to retire on £45-£50,000 a year plus a lump sum of £80-85,000. His pension pot is worth £690,000.

Nick Joicey, director general, Finance, £150-£155,000 . He gets a bonus of up to £5000 and £36,000 paid into his pension pot. He is also the husband of Rachel Reeves, the shadow Chancellor.

He has accrued enough money to retire on £55-£60,000 a year plus a lump sum of £90-£95,000 and a pension pot worth £967,000.

I don’t think I have to say anything more and leave the reader to make his or her judgement on the state of the DWP

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MPs challenge Opperman to rewrite guidance for people who lost thousands of pounds in additional pensions

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MPs on the Commons Work and Pensions Committee has written to Guy Opperman, the pensions minister, asking him to rewrite the fact sheet on the Gov.uk website so people can properly claim compensation for losing additional pensions worth up to thousands of pounds after the new state pension was introduced in 2016.

Guy Opperman, pensions minister. Pic Credit: Twitter

The action from the committee comes after members of the public complained to MPs that it was virtually impossible to find the advice given in the fact sheet or claim. Not a single person has succeeded in a claim against the Department for Work and Pensions yet possibly 11 million people are entitled to it.

The people affected are a large but distinct group. They were  people who were contracted out of SERPS by their employer but were told they would receive an index linked guaranteed minimum pension. This arrangement was scrapped when the new state pension was introduced in 2016 for anyone in the private sector – but remains for public sector workers.

The money they have lost is anything from a few pounds a week to tens of thousands of pounds over the lifetime of their pension. This decision was never debated in Parliament or included in the Pensions White Paper. Just as with the 50swomen and divorcees, women are the most affected.

Robert Behrens, the Parliamentary Ombudsman, decided that there was maladministration by the DWP and two complainants got £1250 between them. He recommended that the government publish guidance on how to claim. But ministers ignored his advice and he never bothered to hold the ministry to account for its failure.

Peter Schofield, permanent secretary at the DWP

In March Peter Schofield, DWP permanent secretary on £190,000 a year, wrote to MPs on the committee, saying he had no intention of changing it. You can read the blog on this here.

Now Stephen Timms, the Labour chair of the committee, has written a strongly worded letter to Guy Opperman, asking for it to be rewritten. The full text is here.

Stephen Timms MP chair of the committee

The letter reveals anger among members of the public.

The letter said:” One person pointed out that the factsheet has been placed on Gov.UK in the section on ‘public service pensions’, when it is not in fact relevant to members of such schemes as they have full inflation protection.

“Another told us that they only became aware of it after looking through the correspondence between the Committee and DWP on the Committee’s website. They said “how anyone affected was expected to know it was there I will never know. There was no press release or other publicity to encourage the large numbers of people affected to look at the gov.uk site factsheet.”
” Yet another person pointed out that some pension schemes were unaware of the factsheet.

One referred on its website to GMP indexation being partly delivered through ‘increases each year added to your State Pension’, without distinguishing between people who reach State Pension age before and after 6 April 2016.”

Only 19 people used the on-page search function

The analytic review of the factsheet sent to the Committee on 2 March 2022 said, the factsheet had had 6,922 ‘unique page views’, which seems low number given that the Department estimated that 50,000 people would be worse off in 2017-18 alone.13 Only 19 people had used the on-page search function, which is ‘very low’.

The MPs say: “The Committee would be grateful for an explanation of the circumstances in which an individual in the target group for the factsheet may be eligible for compensation and what steps should they take to get it. This should be included in a revised version of the factsheet.”

The letter concludes; ” The Committee is concerned that, now six years on from the NAO report, it is still the case that some people with GMPs negatively affected by the new State Pension reforms “have not been able to find the information they need.” In light of this, will the Department revisit its decision not to review the factsheet and commit to improving its content so that it better meets the needs of those affected and promoting it better? This Committee would be grateful for sight of a suitably revised version of this factsheet before it is published.
“I would be grateful for a response by 8 June.”

The DWP’s official position is “We encourage anyone who is concerned to read the online factsheet and contact us if they think they have been affected.

“The publication of the factsheet is the final step in the Department meeting the Ombudsman’s recommendations on this issue.”

But MPs are not satisfied and nor should anyone else. So Mr Opperman’s response will be closely watched. To repeat again if this is the way the ministry treats this group of people how are the 3.8 million 50s women who are hanging on for a compensation package from Robert Behrens are going to be vastly disappointed. Note it is SIX years since he recommended compensation for this group and not a single person has got a penny. At this rate the 50s women could be well into their 70s before they get any money or in their graves by then.

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Rip off: DWP to take no further action to compensate millions who lost thousands of pounds of extra pensions

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Peter Schofield,permanent secretary at the Department for Work and Pensions

Those following the highly complicated story of the estimated 11 million who have lost extra pension payments because they are no longer entitled to a guaranteed minimum pension uprating every year after the new state pension was introduced in 2016 have received a further blow.

Despite further pressure for an explanation from the House of Commons Works and Pensions Committee Peter Schofield, permanent secretary at the DWP, has ruled that no further action to inform people is necessary.

The people affected were a large but distinct group. They were  people who were contracted out of SERPS by their employer but were told they would receive an index linked guaranteed minimum pension. This arrangement was scrapped when the new state pension was introduced in 2016 for anyone in the private sector – but remains for public sector workers.

The money they have lost is anything from a few pounds a week to tens of thousands of pounds over the lifetime of their pension. This decision was never debated in Parliament or included in the Pensions White Paper. Just as with the 50swomen and divorcees, women are the most affected.

Two people complained to the Parliamentary Ombudsman and won £1250 compensation between them for maladministration. Given the numbers involved you would have thought many more would have got compensation. In fact no one else has.

This is not surprising given the DWP ignored the remedy the Ombudsman suggested and put out a factsheet on their site without even an accompanying press release to say it had done it. The factsheet can be found here.

The Commons Work and Pensions Committee took it up with Peter Schofield, the DWP’s permanent secretary, and pressed for an explanation. The MPs have now got it.

The reply from Peter Schofield is here. He explains the factsheet was deliberately tested on people who did not know anything about pensions to prevent bias and 6,922 had viewed it. He claims that 57 per cent of people who saw it said it was ” useful”. Presumably 43 per cent thought it wasn’t.

Just five people put in a claim and none got it

When it comes to inquiries triggered by the website you can count them on one hand. Just five people, none of them eligible.

The DWP explanation why they believe this does not matter is to say the least interesting. He claims that the transitional arrangements for the new pension mean that someone could gain an extra £38.42 a week -presumably referring to the triple lock.

But the triple lock refers to everybody’s pension – it is not just for those who were contracted out. Also it is not a triple lock at the moment – as 12 million pensioners have lost out by not including the higher rise in earnings. And I notice Rishi Sunak, the Chancellor, did NOT reaffirm it was coming back for next year’s pension rise at the recent spring statement. In fact he didn’t mention pensioners at all.

A DWP spokesperson said in response to my story:

“We encourage anyone who is concerned to read the online factsheet and contact us if they think they have been affected.

“The publication of the factsheet is the final step in the Department meeting the Ombudsman’s recommendations on this issue.”

All this to me has wider implications -particularly for the 50swomen still hoping for compensation via the Ombudsman route. The exercise on GMP pensioners resulted in victory for the two complainants who proved there had been maladministration. But not one other person got any money – a complete failure for the Ombudsman.

Bad news for the 50swomen wanting pension compensation

It would be like the six 50swomen complainants over maladministration getting compensation but the DWP devising a way of ensuring the rest of the 3.8 million get nothing.

There has been much talk from some MPs and campaigning groups claiming the women are entitled to £10,000 or payments of up to £20,000. At the moment that is just wishful thinking because it depends on the willingness of the DWP to pay out. The case illustrated by those entitled to compensation for losing their GMP indexation shows the DWP has no intention of doing so if it can get away with it.

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