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Pension Service: Standards

Question for Department for Work and Pensions

UIN HL1670, tabled on 5 July 2021

To ask Her Majesty's Government whether they will conduct a review of the template letters used by (1) the Pension Service, and (2) the Department for Work and Pensions, to ensure communications are as clear and comprehensible as possible.

Answered on

14 July 2021

The Department is committed to making template letters clear, understandable and accessible for all customers.

However, we have introduced improved letters for new State Pension customers and we are currently in the process of reviewing and revising Pension Credit letters. As part of these reviews, research is undertaken with a wide range of individuals - and their representatives - who will or have received these benefits. The findings from the research is then used to inform development of the letters which are tested with customers before being introduced for wider use.

The Department’s intention is to gradually update all template letters as part of plans to modernise services. This is a long-term plan due to the complexity and volume of letters.