Andrew Western

I certainly will. As I said earlier, I am the Minister responsible for devolution, and I have regular conversations with Gordon Lyons, the Minister for Communities. I am very happy to pick up any specifics, where there are kinks that need to be ironed out. I am happy to do that for any Member. By March this year, DWP had completed its role in the transfer to Social Security Scotland of customers in receipt of four major devolved benefits. That involved around 730,000 benefit awards for personal independence payment, disability living allowance, carer’s allowance and attendance allowance customers. This was a hugely important undertaking, not only because of the number of people affected, but because of how vital that support so often is to people. It required close operational co-ordination, robust data sharing, careful communication with customers, and a shared commitment to ensuring continuity of support. I hear what the hon. Member for North East Fife says about her constituents’ experience of that transfer. Her point is well made, but crucially, in broad terms, it did deliver for people in Scotland; payments continued without interruption at point of transfer, and people were supported and kept informed throughout. That was a significant achievement by both organisations, and a clear demonstration of what effective, co-operative working can deliver. Throughout that complex process, it was very important that Scottish customers should know how to access information, and who to contact about devolved benefits. DWP operational staff also needed to know how to signpost and support customers correctly—I will take away the hon. Lady’s point about strengthening training, because if that has not been delivered to full effect, we need to make sure that that happens going forward. To achieve this, DWP and Social Security Scotland worked together on customer communications, ensuring the messaging was clear and consistent wherever possible, with detailed information on the changes to devolved benefits published on both gov.uk and gov.scot. DWP operational guidance has been updated to ensure that DWP colleagues are aware of those changes, and of where procedures have been updated. Colleagues received specific guidance on handling customer queries about Social Security Scotland’s benefits and payments. Both organisations agreed that each would signpost to the other where appropriate, but should avoid providing guidance or advice on each other’s benefits. The hon. Lady also made a point about the level within the organisation that that training had been cascaded to. I will check and confirm that for her, to make sure it has rippled through to all levels. While both DWP and the Scottish Government’s devolution programmes closed in March this year, nobody should take that as an indication that we do not continue to work together extremely closely. As I have already said, it is vital that co-operative relations continue. That is why DWP has created the Social Security Scotland liaison unit, a new function to support the ongoing relationship with Social Security Scotland. That liaison unit will ensure that future changes to devolved and reserved benefits are co-ordinated, and will support DWP business areas with any Social Security Scotland-facing matters. Alongside the work of that unit, DWP, the Scottish Government and Social Security Scotland continue to join up at many levels. Senior leaders agreed to establish a joint forum for Social Security Scotland and DWP operations to exchange feedback, support continuous improvement and jointly resolve issues. The joint operational working group provides an opportunity to discuss the customer experience and the journey our shared customers are navigating to receive the financial support they are entitled to.