The Department for Work and Pensions (DWP) is under intense scrutiny following accusations that it has fostered a "culture of complacency" within its ranks, leading to significant failures in the administration of Carer's Allowance. This criticism comes more than six years after senior officials promised to address critical flaws in the benefit system, a pledge that remains unfulfilled.
Broken Promises and Mounting Debts
Debbie Abrahams, the chair of the work and pensions select committee, has publicly expressed her lack of confidence in Sir Peter Schofield, the DWP's permanent secretary. Schofield had assured MPs over six years ago that he would rectify fundamental issues with Carer's Allowance, yet thousands of unpaid carers have since inadvertently accumulated substantial benefit debts due to ongoing systemic problems.
Abrahams highlighted that this failure suggests a troubling disconnect within the DWP's senior leadership, particularly regarding the acceptance of the Sayce review's findings. "I'm afraid this indicates that a member of your senior team doesn't accept the findings of the Sayce review (although the government has), which raises questions about the senior team as a whole under your leadership," she stated during a committee session.
A Departmental Culture Under Fire
The MP further elaborated on her concerns, suggesting that the attitudes observed are symptomatic of a broader, damaging culture within the department. "Moreover, I am concerned that these attitudes may be more widespread, and indicative of a culture within the department that blames claimants for errors and fails to recognise the needs of vulnerable people," Abrahams asserted.
She emphasised that the DWP has repeatedly demonstrated inadequacy in responding to its mistakes and a distinct lack of urgency in correcting errors. "[It] has shown repeated inadequacy in its response to mistakes and a lack of urgency when it comes to righting wrongs," Abrahams added, directly contradicting Schofield's claim that the DWP has "a great track record of putting right when we get things wrong."
Call for Cultural Transformation
Abrahams issued a stark warning that without a fundamental shift in its internal culture, the DWP will continue to struggle in its core mission. "Until the department changes its culture, it will always struggle to build trust with the people it is meant to serve," she concluded, underscoring the need for systemic reform to restore public confidence.
DWP's Response and Remedial Actions
In response to the allegations, a DWP spokesperson acknowledged the historical shortcomings of the system but pointed to ongoing efforts to address the issues. "We inherited a system that let carers down but we're taking decisive action to put things right. We've accepted the vast majority of the Sayce review's recommendations and have made changes – hiring extra staff, updating internal guidance, and making letters clearer," the spokesperson stated.
The department also outlined further steps being taken to mitigate the impact on affected carers. "And we will continue putting things right by reassessing affected cases, and potentially reducing, cancelling or refunding debts for tens of thousands of carers," the spokesperson added, indicating a commitment to rectifying past errors despite the criticism of its overall culture and responsiveness.
