DWP: Touchbase – 23 April 2021

Roundup of recent DWP announcements


May bank holidays – changes to office openings and payment arrangements

  • On Monday 3 and 31 May Jobcentre Plus offices and phone lines will be closed.
  • Payment dates have been brought forward
  • Customers due to be paid on the Monday 3 May will be paid on Friday 30 April.
  • Customers due to be paid on Monday 31 May will be paid on Friday 28 May.

If the expected payment date is not shown, customers will get their money on their usual payment date.

Face-to-face assessments to resume for health and disability benefits

In line with the latest public health guidance and adhering to strict safety protocols, DWP plans to begin reintroducing face-to-face assessments for health and disability benefits.

People will be invited for their appointments by letter, which will clearly set out what to expect at their appointment.

Face-to-face assessments will take place alongside existing paper-based assessments, and telephone assessments (for Work Capability Assessments and Personal Independence Payments), which will continue to take place where suitable.

Envelope colour change

From 5 April some DWP system-generated customer notifications will be sent in white rather than manila (brown) envelopes. This requirement is driven by a change in the way Royal Mail sorts bulk post. The new system requires a legible barcode to be printed onto the envelope. Testing has shown printing onto our manila envelopes regularly fails.

The white envelopes will be marked ‘important post-please open’.