Welfare Reform Bill

I would support the sentiments behind the noble Lord’s comments. The point that I was trying to make from my speaking notes is that it essential that the best information possible is obtained from customers through the PCA process. If they need and want to have someone with them to support them in that process, there will be a much more successful information-gathering process. We are talking about an enormous cultural change. There will be significant developments in terms of training, personal advisers and other people who undertake the interviews. It is important to ensure that we are not prescriptive about people having to bring someone with them; sometimes people will not wish to do so. Customers must be made aware when their appointment is being arranged that they can, and are welcome to, bring someone with them to support them. I support the sentiments behind the comments that have been made and it is important that that is put on the record.