DWP Anticipate Further Increases in Demand Due to Covid-19

We have seen, and anticipate further, increases in demand for DWP’s services due to the Covid-19 pandemic and we need to be able to serve more customers to provide them with the support they need.

To achieve this, we will look to:

  • optimise the use of existing estate;
  • other organisations and other government departments to provide space; as well as
  • explore potential options for new, temporary premises in locations where we expect increased demand.

We can confirm that a new temporary site at 1 Hammersmith Broadway, London, W6 9DL has been identified as suitable space to open a temporary Jobcentre and accommodate experienced and newly recruited Fixed Term Appointment (FTA) Work Coaches to deliver services to our customers approximately three to four months after 24 February 2021.

Work Coaches working from all sites, including the new temporary sites, will be able to decide how best to engage with customers, and to choose the best and most appropriate channel. Work Coaches will use their knowledge of the customer and the local situation to decide whether or not this should be face-to-face, on the phone or online, bearing in mind the latest guidance on both social distancing and guidance on opening offices in line with the local Covid-19 alert levels. The safety of our colleagues and customers remains paramount.

Due to the economic impact of the pandemic, it is vitally important that the Department helps support both new and existing customers through these critical Work Coach roles. This will help ensure that our millions of customers receive the payments and help that they need and to ensure that we continue to support often the most vulnerable members of society.

Please let me know if you would like to discuss our plans. Anu Bilon, Service Leader Anu.bilon@dwp.gov.uk