Policy paper

Advanced Customer Support: Learning and improving from serious cases

How DWP learns when its customers’ experiences have fallen below expectations and uses this to make changes that improve what it is doing.  

• From: Department for Work and Pensions
• Published: 17 July 2025
• Last updated: 29 January 2026 — See all updates

Documents

Advanced Customer Support: Learning and improving from serious cases: 2022 to 2023

HTML

Advanced Customer Support: Learning and improving from serious cases: 2022 to 2023

PDF, 742 KB, 50 pages

Advanced Customer Support: Learning and improving from serious cases 2021 to 2022

HTML

Advanced Customer Support: Learning and Improving from Serious Cases 2021 to 2022

PDF, 682 KB, 67 pages

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Advanced Customer Support: Learning and improving from serious cases 2020 to 2021

HTML

Advanced Customer Support: Learning and Improving from Serious Cases 2020 to 2021

PDF, 427 KB, 45 pages

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Details

After reporting on the wider activities of its Advanced Customer Support Teams in its Annual Report and Accounts, DWP has committed to be more open and transparent about what it learns from serious cases and how it grows as a learning organisation.​​

This publication explains how Internal Process Reviews (IPRs) form a core part of DWP’s overall approach to learning, detailing what was identified from serious cases, and the improvements put in place to deliver change for our customers.

Published 17 July 2025

Last updated 29 January 2026 + show all updates

1. 29 January 2026

   Added 'Advanced Customer Support: Learning and improving from serious cases 2020 to 2021' and 'Advanced Customer Support: Learning and improving from serious cases 2021 to 2022' both HTML and PDF versions of documents.

2. 14 August 2025

   Added Advanced Customer Support: Learning and improving from serious cases - HTML.

3. 17 July 2025

   First published.