Question
I thank the Minister for her update and recognise that she is working hard to try to resolve what is a heartbreaking situation for so many pension recipients. I have seven cases currently open with the Department, including the case of a constituent who retired on 1 May but, despite repeated correspondence, has received no payment since then. Another constituent, whose case I first raised with Capita in January, ahead of his retirement in spring, finally received a quotation, with payments expected, only for Capita to decide that the quotation was wrong. He is now back to square one, and is still not receiving any payments. Will the Minister undertake to investigate those two particular cases, as well as others that my office has raised with the Department, and ensure that they are resolved?
Answer
If my hon. Friend writes to me with the detail of those two cases, I will, of course, be happy to look at them. What he raises is just another example of the poor service that Capita has provided—an indictment of its incompetence.33% point-scoring
Verdict: AMBER (28/100)
The Minister gave a clear commitment to look into the two named cases, provided the MP writes with the details. The reply did not address the other cases the MP's office raised, and it offered no commitment on how any of the cases would be resolved. Instead it mainly criticised the Capita service, so the MP would likely need to follow up on the remaining cases and on outcomes.
How we got there
| Question item | Coverage | Specificity | Rationale |
|---|---|---|---|
| Will the Minister undertake to investigate the two specific cases described, one involving a constituent who retired on 1 May and has received no payment, and one involving a constituent whose quotation was later reversed by Capita. | Addressed | Direct | The Minister gives a clear, specific commitment to look at the two named cases, conditional only on the MP writing with the details, which answers the 'will you undertake to investigate' question. |
| Will the Minister undertake to investigate the other cases that the MP's office has raised with the Department. | Not Addressed | Generic | The reply says nothing about investigating the other cases the MP's office raised; it only characterises the Capita service as poor and incompetent. |
| Will the Minister ensure that those cases are resolved. | Not Addressed | Generic | No statement undertakes or describes any action to resolve the cases; the remarks are rhetorical criticism of Capita rather than a commitment on outcomes. |