DWP Debt Management performance data
Updated 5 March 2024
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1. Recovery of overpaid benefits
The table shows how the Debt Management unit performed in recovery of overpaid benefits.
| Debt Management | Year | Forecast | Achieved |
|---|---|---|---|
| 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 satisfied customers surveyed by Debt Management.
Since 2017 customer satisfaction surveys take place annually.
| Debt Management | Year | Target | Achieved |
|---|---|---|---|
| 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 amount of calls answered by Debt Management.
| Debt Management | Year | Target | Achieved |
|---|---|---|---|
| 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 amount of complaints Debt Management responded to within 15 days.
| Debt Management | Year | Target | Achieved |
|---|---|---|---|
| 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.