Deaf News: DWP to improve services for deaf customers in new legal agreement

The Department for Work and Pensions (DWP) is to better its support for deaf customers using video relay, it has been announced.

The legally binding agreement with the Equalities and Human Rights Commission (EHRC) sees the department work on an action plan to address the problems which have been identified.

Complaints were made to the EHRC on behalf of four deaf people, who needed to use a British Sign Language interpreter during a call to decide whether to apply for a home loan.

Rebecca Hilsenrath, Chief Executive at the EHRC, said disabled people must be able to access services like other users.

She said: “The danger of insufficient support becomes even greater when you combine the difficulty of accessing essential services with the need for a loan to secure a home.

“Interpreters and other reasonable adjustments are essential for deaf people when trying to access phone services and we are pleased that the DWP have committed to making these vital improvements.

“We hope that such changes will not only improve access to these services for disabled people, but also the ability of DWP staff to understand what adjustments are required and how to make them, so that everyone can adequately access the help and support they require.”

As part of the action plan, the DWP will commit to providing video relay service across all benefits and services, and making sure customers can request information in alternative formats which are accessible to them.

The department will also look to improve their internal systems so the communication needs of their disabled customers are shared and recorded.

Commenting on the agreement, a DWP spokesperson said: “With over 87,000 British Sign Language users currently living in the UK, it is vital that all of our services are accessible for deaf people and those with hearing loss.

“We are absolutely committed to continually improving the support we provide and this agreement cements that position and sets us on the right path for the future.

“We have already rolled out Video Relay Services to Universal Credit, disability benefits and the Access to Work scheme, helping to remove unnecessary obstacles for people accessing the welfare safety net.

The DWP will work closely with the EHRC over the next year to work on the plan, with the equalities watchdog monitoring the department’s progress on a monthly basis.

Photo: GOV.UK

By Liam O’Dell. Liam is a mildly deaf freelance journalist and campaigner from Bedfordshire. He wears bilateral hearing aids and can be found talking about disability, theatre, politics and more on Twitter and on his website.