Question follow-through · 86564
Department for Work and Pensions: Telephone Services
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure that frontline call handling staff have (a) accurate and (b) up-to-date information on expected timelines for responses from (i) decision-making teams and (
About this written question
A written question asks a government minister for information in writing. Parliament publishes the question and any answer.
- Answering body
- Department for Work and Pensions
- Tabled
- 29 Oct 2025
- Target answer date
- 3 Nov 2025
- Answer
- 6 Nov 2025 · 8 calendar days after tabling
Elapsed calendar days describe the record timeline, not whether Parliament considers an answer on time.
Recorded timeline
29 Oct 2025
Question tabled
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure that frontline call handling staff have (a) accurate and (b) up-to-date information on expected timelines for responses from (i) decision-making teams and (
3 Nov 2025
Target answer date
Date supplied by the official written-questions record.
6 Nov 2025
Answer published
There is clear guidance available to all staff regarding complaint handling and the expected timeframe for responding to complaints, which is accessible via the Department’s intranet. The Department aims to respond to complaints within 15 working days. Wh...
Official data retrieved 28 Sept 2026.
Later records
Possible follow-up questions
Strong links require the same MP, department and exact heading. Other same-department questions are shown as unreviewed candidates, not as confirmed follow-ups. No debate link is asserted unless a stable source relationship exists.
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