Research and analysis

Customers’ experiences of contact with the Pension, Disability and Carers Service (RR722)

Research on what reasons pensioners contact the Pension, Disability and Carers Service.

Documents

Customers’ experiences of contact with the Pension, Disability and Carers Service (RR722): report

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (eg a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gsi.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Customers’ experiences of contact with the Pension, Disability and Carers Service (RR722): summary

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (eg a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gsi.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Detail

By Grahame Whitfield, Amanda Waring, Jackie Goode, Viet-Hai Phung, Katherine Hill and Liz Sutton

This research was conducted over a six month period with customers of the Pension, Disability and Carers Service (PDCS) in a context of government initiatives to increase levels of support to low income pensioners.

This study aimed to provide PDCS with detailed insights into what kinds of ‘trigger’ events encourage pensioners to make contact with PDCS; whether and how they are facilitated in doing so by others with whom they are in touch; what channels of communication they use; how they experience their contact with the service; and what PDCS might do to enhance the effectiveness of their service delivery.

The findings from this research are likely also to be relevant to other government departments and organisations with responsibility for delivering services to older people.