DWP Debt Management performance data
Updated 7 January 2026
© Crown copyright 2026
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This publication is available at https://www.gov.uk/government/publications/dwp-debt-management-performance-data/dwp-debt-management-performance-data
Performance data has been rounded to the nearest percentage.
1. Recovery of overpaid benefits
The table shows how the Debt Management unit performed in recovery of overpaid benefits. This excludes Compensation Recovery Unit (CRU) recovery data, which is published on the CRU performance pages.
| Debt Management | Year | Forecast | Achieved |
|---|---|---|---|
| Recovery of overpaid benefits | 2024 to 2025 | £2.300 billion | £2.739 billion |
| Recovery of overpaid benefits | 2023 to 2024 | £2.286 billion | £2.490 billion |
| Recovery of overpaid benefits | 2022 to 2023 | £2.345 billion | £2.380 billion |
| Recovery of overpaid benefits | 2021 to 2022 | £2.441 billion | £2.441 billion |
| Recovery of overpaid benefits | 2020 to 2021 | £1.882 billion | £1.963 billion |
| Recovery of overpaid benefits | 2019 to 2020 | £1.630 billion | £1.867 billion |
| Recovery of overpaid benefits | 2018 to 2019 | £1.196 billion | £1.387 billion |
| Recovery of overpaid benefits | 2017 to 2018 | £1 billion | £1.128 billion |
| Recovery of overpaid benefits | 2016 to 2017 | £970 million | £991.666 million |
2. Customer satisfaction survey
The table shows the percentage of customers surveyed by Debt Management that were satisfied by the service.
Since 2017 customer satisfaction surveys take place annually.
| Debt Management | Year | Target | Achieved |
|---|---|---|---|
| Customer satisfaction | 2025 | 90% | 94% |
| Customer satisfaction | 2024 | 90% | 94% |
| Customer satisfaction | 2023 | 90% | 93% |
| Customer satisfaction | 2022 | 90% | 95% |
| Customer satisfaction | 2021 | 85% | 97% |
| Customer satisfaction | 2019 to 2020 | 85% | 94% |
| Customer satisfaction | 2018 | 80% | 98% |
| Customer satisfaction | 2017 | 80% | 95% |
| Customer satisfaction | 2014 to 2015 | 80% | 91% |
3. Customer calls
The table shows the percentage of calls answered by Debt Management.
| Debt Management | Year | Target | Achieved |
|---|---|---|---|
| Customer calls answered | 2024 to 2025 | 90% | 92% |
| Customer calls answered | 2023 to 2024 | 90% | 92% |
| Customer calls answered | 2022 to 2023 | 90% | 90% |
| Customer calls answered | 2021 to 2022 | 90% | 90% |
| Customer calls answered | 2020 to 2021 | 90% | 84% |
| Customer calls answered | 2019 to 2020 | 90% | 73% |
| Customer calls answered | 2018 to 2019 | 90% | 89% |
| Customer calls answered | 2017 to 2018 | 90% | 88% |
| Customer calls answered | 2016 to 2017 | 90% | 93% |
4. Customer complaints
The table shows the percentage of complaints Debt Management responded to within 15 days.
| Debt Management | Year | Target | Achieved |
|---|---|---|---|
| Customer complaints responded to | 2024 to 2025 | 98% | 99% |
| Customer complaints responded to | 2023 to 2024 | 98% | 98% |
| Customer complaints responded to | 2022 to 2023 | 98% | 99% |
| Customer complaints responded to | 2021 to 2022 | 98% | 93% |
| Customer complaints responded to | 2020 to 2021 | 90% | 59% |
| Customer complaints responded to | 2019 to 2020 | 90% | 90% |
| Customer complaints responded to | 2018 to 2019 | 90% | 98% |
| Customer complaints responded to | 2017 to 2018 | 90% | 95% |
| Customer complaints responded to | 2016 to 2017 | 90% | 93% |
5. Customer compliments
We no longer publish compliments data. Data for customer compliments for the financial years 2016 to 2021 can be found on the national archives website.