Jobcentre Plus Trials New Approaches to Support Claimants

The Department for Work and Pensions (DWP) is implementing changes at Jobcentre Plus offices aimed at enhancing support for claimants. This initiative follows a report highlighting that many individuals feel “hopeless” due to the stigma and demoralizing treatment they experience. The first Pathfinder centre, located in Wakefield, is trialing a new model focused on fostering more personalized relationships between customers and work coaches.

This innovative approach seeks to shift the current emphasis from compliance exercises to engaging, career-focused discussions. If the trial proves successful, the DWP plans to extend the new methods to the Jobcentre in Hanley. Additionally, the DWP is exploring alternative methods of service delivery, which may include Jobcentre vans, pop-up centres, and collaborative services with other organizations.

Max Wilkinson, a Liberal Democrat MP, questioned the DWP Secretary about the implementation of recommendations from the report titled From Stigma to Support, published by Turn2us in October 2025. In response, Dame Diana Johnson, a Labour MP, stated, “We are testing changes to the Jobcentre Plus environment to make it more welcoming for customers.” She elaborated on plans to deliver services in community settings and emphasized the introduction of trauma-informed approaches across the DWP.

The new Jobs and Careers Service represents a significant shift in priorities. The focus will now be on building meaningful relationships between customers and work coaches, as opposed to merely adhering to compliance and box-ticking activities. Johnson confirmed that they are currently testing this model in the Wakefield Pathfinder centre.

Another key aspect of the DWP’s strategy is the commitment to develop a guaranteed Pathways to Work offer. This initiative aims to provide personalized employment, health, and skills support for all disabled individuals and those with health conditions receiving out-of-work benefits. Furthermore, the DWP has initiated the Timms Review to assess the fairness of Personal Independence Payment (PIP) assessments. The review will involve collaboration with disabled individuals, advocacy organizations, and experts in the field.

Data from the Turn2us report indicates that a staggering 64% of claimants perceive the system as attempting to “catch them out,” largely due to excessive monitoring and the threat of sanctions. Many individuals reported leaving Jobcentres feeling “hopeless” after experiences that left them feeling patronized. The report highlighted that PIP assessments were particularly damaging to mental health, with many applicants describing the process as “soul destroying.”

Moreover, the anxiety surrounding benefits does not dissipate once support is granted; 80% of PIP claimants expressed ongoing concerns about the potential withdrawal of their benefits. This data underscores the urgent need for reform within the Jobcentre Plus system to foster a more supportive environment for all claimants.

The DWP’s actions signal a recognition of the challenges faced by individuals navigating the benefits system. By trialing these new approaches and focusing on personalized support, there is hope that the Jobcentre Plus experience can be transformed for the better.