“Within financial services firms we have vulnerable customer champions, so DWP within its departments should have vulnerable customer champions.
“[It should] actively use its data to actively intervene early, don’t let issues fester to the point where they become a crisis.”
In response a DWP spokesperson said: “Carers across the UK are unsung heroes who make a huge difference to someone else’s life and we have increased carer's allowance by almost £1,500 since 2010.
“We are committed to fairness in the welfare system, with safeguards in place for managing repayments, while protecting the public purse.
“Claimants have a responsibility to inform DWP of any changes in their circumstances that could impact their award, and it is right that we recover taxpayers’ money when this has not occurred.”
The spokesperson additionally stated that the department remains committed to working with anyone who is struggling with their repayment terms and will always look to negotiate sustainable and affordable repayment plans.
“When a customer makes contact, we may be able to reduce the rate of repayment, or temporarily suspend repayments depending on the customer’s financial circumstances,” they added.
tom.dunstan@ft.com
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