Transparency data

DWP Debt Management performance data

How well Debt Management met their targets for recovery of overpaid social security benefit.

From:
Department for Work and Pensions
Published
12 October 2017
Last updated
5 March 2024 — See all updates

Documents

DWP Debt Management performance data

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DWP Debt Management customer service standards

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Details

Debt Management is part of the Department for Work and Pensions (DWP). They recover social security benefits that have been overpaid, including social fund loans, benefit advances, tax credit and housing benefit.

The perfomance data shows:

  • the amount recovered
  • results of a customer satisfaction survey
  • amount of customer calls answered
  • amount of customer complaints responded to
  • amount of customer compliments received

The Debt Management customer service standards explain how the team intend to treat customers and complaints.

Find out how overpaid benefits are recovered

Published 12 October 2017
Last updated 5 March 2024 + show all updates

  1. Added DWP Debt Management performance data for 2022 to 2023 - English and Welsh.

  2. Updated 'DWP Debt Management customer service standards' to tell customers they can contact DWP Debt Management if they need help managing their repayments.

  3. Social Fund phone line opening hours will revert back to standard 8am until 5pm from 8am on Monday 8 January 2024

  4. Updated DWP Debt Management customer service standards sections: response times, if you think the outstanding Social Fund loan amount is wrong and contacting Debt Management.

  5. The opening hours of the Social Fund Enquiry Line have changed to Monday to Friday, 10am to 3pm.

  6. Added Debt Enforcement team contact details to the DWP Debt Management customer service standards attachment.

  7. Social Fund Enquiry Line opening times changed from 8am to 6pm, to 8am to 5pm.

  8. Updated DWP Debt Management customer service standards information. Main changes are to contact information for the: Compensation Recovery Unit and Recovery from Estates.

  9. Added DWP Debt Management performance data for Customer Satisfaction survey 2022.

  10. Added DWP Debt Management performance data for 2021 to 2022 for 1. Recovery of overpaid benefits, 3. Customer calls and 4. Customer complaints.

  11. Changed the Debt Management Team phone line opening times to Monday to Friday 8am to 7.30pm (from Monday to Friday 8am to 6pm)

  12. Edited DWP Debt Management performance data - changed a column heading in the first table from 'Target' to 'Forecast'.

  13. Edited 'DWP Debt Management performance data' to include the results of the customer satisfaction survey for 2021.

  14. Changed Debt Management team's opening hours to 8am to 6pm, Monday to Friday.

  15. DWP Debt Management contact centre opening hours changed from 9am to 5pm, to 9am to 6pm.

  16. Added DWP Debt Management performance data for 2020 to 2021.

  17. Updated the DWP Debt Management telephone service opening hours to 9am to 5pm.

  18. Published Debt Management performance data for April 2019 to March 2020.

  19. Debt Management Customer Service Standards have been updated.

  20. Added a link to the Video Relay Service (VRS) in the Debt Management section.

  21. DWP Debt Management customer service standards. Debt Management Monday to Friday opening times updated.

  22. DWP Debt Management performance data updated with 2019 information.

  23. DWP Debt Management performance data updated with 2018 information.

  24. Debt Management postal address changed.

  25. Added Compensation Recovery Unit information to the 'DWP Debt Management customer service standards'.

  26. Added DWP Debt Management customer service standards.

  27. First published.