I am conscious that I have not got long to respond to this very important and serious subject. I pay tribute to the hon. Member for Oldham East and Saddleworth (Debbie Abrahams), who has clearly demonstrated her genuine passion on this incredibly important subject. Not only that, but she has been a long-standing campaigner in this area, highlighting, through her work on the Work and Pensions Committee, in various debates in Parliament and in work within the media, the plight of some of the most vulnerable people in society. I pay tribute to and we take very seriously all the points that have been raised. As I said, I am conscious of time, and if we do not cover all the things now, there will be further opportunities to do so.

Day in, day out, the DWP interacts with many people; it interacts with about 20 million people each year, and a number of them are among the most vulnerable in our society. In the vast majority of interactions with these people, we get it right. The wellbeing of everyone who interacts with the DWP is of the utmost importance. That is why we improve support and guidance to staff on how best to support vulnerable people, and why we are constantly looking at our processes, striving for continuous improvement. However, we can see that there are cases where we have not got it right, for which we apologise. When that happens, we want to ensure that the Department learns, so that in the future we can deliver the right outcomes first time, respond effectively to the needs of the most vulnerable, and reform our service so that we can continually improve and are more responsive to feedback—that was a clear theme of the points presented in the hon. Member’s speech.

Through our work with some of the most vulnerable in society, there is an opportunity for us to make a difference. Both myself and the Under-Secretary of State for Work and Pensions, my hon. Friend the Member for Colchester (Will Quince), who is responsible for welfare delivery, are passionate about that. We are passionate about identifying vulnerable claimants; making sure that there is personalised and tailored support; making sure that we are signposting or working in partnership with other organisations, to give the best possible support; and, crucially, where things are not right, learning lessons.

I am conscious that reference has been made in interventions and speeches to the very important work of the NAO. It has produced a note relating to the DWP and the information held on deaths by suicide of benefit claimants. The Department rightly fully co-operated with the NAO during the creation of this new note, also providing a summary of how we were already working to improve processes in a number of areas. For instance, in 2016 the Department set up the coroners focal point, and is now working to improve it by developing better communication between DWP and the coroner’s office. That includes informing the coroner of the circumstances in which they should report a death to the Department.

The Department is also carrying out a review focusing on strengthening the internal process review processes and the Department’s response to serious cases and suicides. We are clarifying the circumstances in which the DWP should carry out an IPR and improving our internal guidance and communication to ensure that all colleagues are aware of and understand the processes for reporting a suicide. It is important to note that the IPRs look in detail at specific claimant cases that often contain information that is very sensitive and should thus be treated with care. Via the coroner, the families of deceased claimants are able to access information from IPRs; if they then choose to release that information, that is their choice, but as a Department it would be inappropriate to comment on the findings of individual case reviews as it is their private information. We are strengthening the analysis of IPR reports and recommendations to ensure that the Department is aware of any systematic themes and issues and is able to act and put in place effective corresponding improvements.

We are also developing a centralised customer experienced team to co-ordinate all improvement activity, including monitoring the occurrence of issues and delivery of improvements to reduce the risk of issues occurring again. The team will provide a centralised point to support local and regional customer case reviews to identify and act on systematic issues.

We have developed the serious case panel, which will consider the most serious systematic issues that have been identified. That will enable the Department to learn from the issues experienced by ensuring that there is a forum to make recommendations for improvements across the Department as necessary. I know that the Secretary of State personally takes that very seriously. Going forward, the serious case panel will meet quarterly and any recommendations from it will be taken forward by senior members of the Department to ensure that when an issue has been identified, we will learn and take appropriate action.

We recognise that throughout the country we have fantastic, hard-working and compassionate staff. They are always looking at how they can improve, whether that is through training, increased knowledge or awareness. We will work with other organisations. For example, on mental health, to improve our awareness and our ability to support claimants we have worked with Mental Health Matters, which has helped to deliver our improved training, and we have mental health champions in assessment centres. Last year, we did very detailed work on helping to identify and support domestic abuse victims. We did that work with Women’s Aid and Refuge, utilising their expertise. We worked with Autism Alliance to develop the Disability Confident autism and neurodiversity toolkit for work coaches and the disability passport to encourage disabled claimants to disclose their disability or health condition early in the process so that we can improve communication support and ensure that reasonable adjustments are in place.

There is still much more to do on identifying all vulnerable claimants, but through things such as universal credit we have an opportunity to provide personalised and tailored support and also to look at where we can identify suitable advocates so that where the system is not working, there are other people, independent of us, who can help us to make sure that the claimant continues to engage and gets the support that they need.