Social Security Benefits: Mental Illness

All customer-facing DWP colleagues are undertaking mandatory mental health awareness training to better support claimants who may present with mental health issues. All colleagues also have access to a wide range of guidance and signposting to help support customers. Where further specialist help is required, DWP has a national network of Advanced Customer Support Senior Leaders who can provide additional advice and support through the local networks they have built with external partners and organisations.

Additionally, through the national DWP Visiting Service, the department provides additional face-to-face support across all service lines to customers who cannot access DWP services in any other way. A visit can be arranged for a customer if they need extra help to claim benefits, for example because they have complex needs, are disabled, are a vulnerable young person making a claim for the first time, have nobody else to support them or cannot claim benefits in any other way.