Guidance

Chapter 3: Acknowledging referrals, initial participant engagement and registering a start

Updated 1 April 2020

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This guidance is no longer current and is not being updated. Find the latest Work and Health Programme (including JETS) provider guidance.

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High level must dos

  1. Jobcentre Plus make a referral to Provider.

  2. Provider Acknowledges Referral in the Provider Referral and Payment System (PRaP).

  3. Provider contacts Participant explaining the Work and Health Programme (WHP) further, what it can offer them and books initial face to face meeting.

  4. Participant attends Initial face to face meeting and undertakes initial action planning.

  5. Provider inputs a start date into PRaP.

Referral

1. You will need to work with your local Jobcentre Plus contacts to ensure an effective referral and engagement process with the Participant.

2. Information will be transmitted to you via the PRAP interface. Further information can be found in the Detailed background and further information section.

Provider acknowledges referral

3. You are required to ‘acknowledge’ the Participants referral in PRaP within 2 working days of referral being sent from Jobcentre Plus. This is a Customer Service Standard (CSS) on which you are performance managed. Further information can be found in Work and Health Programme Provider Guidance Chapter 16: Performance Management and Compliance Monitoring.

Actions

  • access PRaP
  • acknowledge Referral

Consequence

Failure to acknowledge a referral will mean that you will be unable to record a start date and therefore you will be unable to receive any resulting payments.

Referral: Multi Agency Public Protection Arrangements (MAPPA) cases

4. MAPPA cases who have not been given Special Customer Record (SCR) status will be referred through PRaP. You will receive the referral, minus the address, postcode and contact telephone number.

Actions

  • the nominated officer from Jobcentre Plus will contact your nominated officer to give contact details and any restrictions that may be imposed on the Participant
  • take the same action on PRaP as for non MAPPA cases to acknowledge and start the Participant

5. Further information can be found in the Detailed background and further information section.

Referral: SCR (including MAPPA cases given SCR status)

6. Participants who have been granted SCR status will be referred to you clerically via the SL2 process. There is no clerical equivalent of acknowledging an electronic referral for SCR cases, so this step does not apply in these instances.

Actions

  • Jobcentre Plus will complete page 1 (of 3) of the SL2 form, forwarding the entire form to your nominated officer
  • undertake start activity following receipt of SL2 form from Jobcentre Plus (retaining pages 2 and 3 of the SL2 form) and complete and return page 1 to the Jobcentre Plus nominated officer
  • send a photocopy of page 2 of the SL2 form to the Provider Payment Validation Team (PPVT)

7. Further information can be found in the Detailed background and further information section.

Initial engagement activity

8. You must engage with the Participant by discussing the programme with them and book an initial face to face meeting, sending out details to the Participant to confirm. If it has not been possible you should still book an initial face to face meeting, sending out details to the Participant to confirm.

9. The initial face to face meeting must take place and be recorded in PRaP within 15 working days of the Jobcentre Plus referral to meet the CSS.

10. The initial face to face meeting can take place at any location other than DWP premises. This meeting should take place on a one to one basis.

Actions

11. Further information can be found in the Detailed background and further information section.

Initial face to face meeting

12. Once the Participant attends the initial face to face meeting they have started on programme.

13. The initial face to face meeting must take place and be recorded on PRaP within 15 working days of Jobcentre Plus referral to meet your CSS.

14. Where the initial face to face meeting does not take place within 15 days you will fail to meet CSS 1. You must still engage with the Participant, however please note that you only have 60 calendar days from the referral being made in which to register a start. Following this time the line will be automatically closed in PRaP.

Actions

European Social Fund (ESF) 2014 to 2020 Programme and Work and Health Programme provision eligibility, evidence requirements and initial activity (England only)

15. Work and Health Programme is ESF match funded in England only, it will therefore be subject to stringent audit by DWP and European Union (EU) Auditors. They will require evidence that the programme is being delivered in accordance with the contract and all payments are clearly and appropriately evidenced. Failure to meet these audit requirements can result in financial penalties or withdrawal of funding.

16. To be eligible for ESF 2014 to 2020 all Participants must be:

  • legally resident and have the right to take paid employment in the United Kingdom (UK)
  • aged 16 or over

17. For Participants in receipt of benefit a referral from DWP can be considered as confirmation that they have the right to work and reside in the UK.

18. For Participants not in receipt of benefit it is your responsibility to gather and retain evidence of right to work and reside in the UK. These customers are identified as a non-benefit customer at referral.

Please note

You should not keep copies of identification for example passports, birth certificates you should note the reference/serial number of these documents and hand them back. All other evidence should be copied and retained. For further information on evidence requirements please refer to The ESF Data Evidence Requirements – Eligibility and Results guide.

19. For Participants in Early Access Disadvantaged Groups you are required to obtain evidence of their Work and Health Programme eligibility in the category they have identified with, that is care leaver, refugee etc. The Early Access category will be stated in the referral from DWP. Third party evidence is the preferred format however a self-declaration may be used where third party evidence is unavailable/not appropriate which may be the case for some of the Early Access groups.

20. Eligibility evidence should be obtained prior to the completion of the ESF14¬20m European Social Fund Match Participant Form (Initial).

21. For further information regarding the preferred list of evidence and information about recording a Participants labour market status please refer to the ESF Data Evidence Requirements – Eligibility and Results guide.

Actions

  • make the Participant aware of support they will receive from ESF and issue the ESF2020 leaflet
  • you must also remind the Participant of EU and ESF support throughout their time on provision and have evidence to support this audit requirement

  • an ESF1420m form (Initial) must be:

    • fully completed for each eligible Participant
    • completed jointly with the Participant
    • signed by the Participant on the start date. The start date is the point at which the Participant begins to engage with the programme. This is the face to face meeting between the provider and the Participant
  • Eligibility and Programme evidence should be obtained prior to the completion of the ESF1420m form (Initial)

  • the fully completed ESF1420m form (Initial) should be signed by the Participant in doing this they declare that they:

    • understand provision is being ESF funded
    • have received the ESF2020 leaflet
    • are aware and consent/agree that their information will be stored and used for ESF purposes
  • where a Participant is unable to sign the ESF1420m form (Initial) due to a disability for example you must ensure ‘Participant unable to sign’ is also included in the email subject field “ESF1420 Export: Participant unable to sign”. In these cases a mark such as an “x” will be acceptable as a signature, however the identification evidence must be aligned to the ESF requirement
  • the fully completed ESF1420m form (Initial) must be sent back to DWP within 5 working days of Participant signature
  • where you are aware that the Participant has MAPPA restrictions with SCR or is an SCR case, you should send ESF1420m form (Initial) clerically to the ESF Administrative Team. For further information on MAPPA restrictions please refer to ESF 2014 to 2020 requirements
  • when emailing DWP the fully completed ESF1420m form (Initial) annotate the email subject field with the following wording “ESF1420 Export”
  • in the exceptional circumstance that the evidence cannot be obtained it is essential you still complete an ESF1420m form (Initial) and annotate accordingly as detailed in bullets below
  • in the exceptional circumstances that the customer has refused to provide evidence, you must ensure ‘Participant Evidence Refusal’ is also included in the email subject field “ESF1420 Export: Participant Evidence Refusal.” when emailing DWP the ESF1420m form (Initial)
  • in the exceptional circumstances that a Participant refuses to sign the ESF1420m form (Initial) you must ensure ‘Participant Refuses to sign’ is also included in the email subject field “ESF1420 Export: Participant Refuses to sign” when notifying DWP
  • if neither ‘Participant refusal to sign’ or ‘Participant unable to sign’ is on the referral email subject field but the Participant signature is missing DWP will reject the ESF1420m form (Initial) and send it back to you for correction
  • evidence must be retained for the initial face to face interview and must be retained in line with ESF document retention requirements. For further information please refer to The ESF Data Evidence Requirements – Eligibility and Results guide

22. Further information can be found in Generic Provider Guidance chapter: 11b European Social Fund (ESF) Requirements 2014 –2020 (England Only).

Consequences

Failure to send ESF1420m form (Initial) back to DWP within 5 working days of date of Participant signature will result in a failure of CSS6.

Failure to follow the required subject header guidelines when emailing an ESF1420m form (Initial) will result in a rejection.

23. Further information can be found in the Detailed background and further information section.

Provider registers a start

24. Once you have acknowledged the referral and engaged with the Participant you are required to register the start in PRaP. To meet the CSSs, initial engagement and start activity must take place within 15 working days of the referral from Jobcentre Plus.

25. After 60 calendar days of the referral from Jobcentre Plus, the Participants record will automatically show as a Did Not Attend (DNA) in PRaP, unless you have, prior to the 60th day, input the Participants start date or DNA. If this occurs the individual will not be a Participant on the Programme unless subsequently Jobcentre Plus makes a new referral for that Participant which results in a start. Any Participant not recorded as a Start within 60 calendar days should be referred back to Jobcentre Plus.

Actions

  • input the Participants start date in PRaP within 15 days of the referral being made by Jobcentre Plus
  • the start date you record in PRaP must always be the point at which the individual starts to participate in the programme by attending a face to face meeting
  • input in PRaP the delivery location or end to end sub-contractor you allocate the Participant to

Consequence

Failure to register a start as soon as you have taken the action will mean that Real Time Earnings (RTE) tracking will not start promptly and therefore you will be unable to receive any resulting payments.

26. Further information can be found in the Detailed background and further information section.

Failure to attend meeting

27. Should the individual fail to attend the initial face to face meeting, you must record a DNA in PRaP. This action must be taken within 15 working days of referral from Jobcentre Plus.

28. If a voluntary Participant fails to attend the initial meeting and you input a DNA into PRaP or after the 60 calendar day period has lapsed, the Jobcentre Plus Work Coach will make a new referral to you if the Participant still wishes to take part in the programme.

29. If a mandatory Participant fails to attend the initial meeting and you input a DNA into PRaP or after the 60 calendar day period has lapsed, the Jobcentre Plus Work Coach will make a new referral to you. This process will continue until the Participant attends the face to face meeting.

Actions

  • input cancellation reason ‘2 – DNA’ into PRaP within 15 working days of referral being made from Jobcentre Plus
  • signpost the Participant back to their Jobcentre Plus Work Coach if they make contact after you have input DNA
  • if the Participant contacts you in advance of the face to face meeting and you agree to rearrange, do not input DNA. For further information regarding rearranging the meeting please refer to the initial engagement start section detailed in this chapter

30. Further information can be found in the Detailed background and further information section.

Participant starts work or has a job offer between referral and start

31. Participants may report that they have a job offer or have started employment or self-employment in between their referral interview with Jobcentre Plus and engaging with you. These customers should not continue to take part on the Work and Health Programme.

Actions

  • if the Participant informs you prior to acknowledgement, signpost the Participant back to Jobcentre Plus and update PRaP with cancellation reason ‘2 – DNA’
  • if the Participant informs you after you have recorded a start date, complete a PRaP14 and send to the PRaP Operational Support Team (POST) at PRAP.SUPPORT@DWP.GOV.UK who will consider the request
  • you will be notified via email once approved and you should update PRaP with an end date and exit reason ‘1 - found work’. The end date is the day after the start date
  • you should then signpost the Participant back to Jobcentre Plus
  • POST will complete the actions to back the referral out and will contact you via email to notify you that this has been completed
  • upon receipt of the email you must promptly cancel the referral in PRaP recording a cancellation reason of No Contact

Inappropriate referrals

Participant is ineligible for the Work and Health Programme

32. Situations may arise where Participants are referred to the Work and Health Programme but are ineligible. This may be because they are in employment or are taking part in other DWP funded provision.

Actions

  • if the error is discovered prior to acknowledgement in PRaP, signpost the Participant back to Jobcentre Plus and reject the referral. You should enter the end date and rejection reason ’10 – Other’ into PRaP to end their time on programme
  • if the error is discovered after acknowledgement in PRaP, complete a PRaP14 and send to POST at: PRAP.SUPPORT@DWP.GOV.UK who will consider the request. If the request is rejected, you will be notified via email and you should continue to work with the Participant
  • if the request is approved, you will be notified via email and you should update PRaP with the end date and completer reason ‘37 - No longer eligible’ to end their time on programme. The end date is the day after the start date
  • you should then signpost the Participant back to Jobcentre Plus
  • POST will complete the actions to back the referral out and will contact you via email to notify you that this has been completed
  • upon receipt of the email you must promptly cancel the referral in PRaP recording a cancellation reason of No Contact

Duplicate referrals to the Work and Health Programme

33. In exceptional cases you may receive a referral which is a duplicate of a previous referral.

Actions

  • if the error is discovered prior to acknowledgement in PRaP, you will need to reject the duplicate referral by updating PRaP with an end date and rejection reason ’10 – Other’ to end their time on programme
  • if the error is discovered after acknowledgement in PRaP, complete a PRaP14 and send to POST at PRAP.SUPPORT@DWP.GOV.UK who will consider the request
  • if the request is rejected, you will be notified via email and you should continue to work with the Participant.
  • if the request is approved, you will be notified via email, you should update the Participants record in PRaP with the end date and completer reason ’10 – Other’ to end their time on programme. The end date is the day after the start date
  • POST will complete the actions to back the referral out and will contact you via email to notify you that this has been completed
  • upon receipt of the email you must promptly cancel the referral in PRaP recording a cancellation reason of No Contact

Please note

You must ensure that action is taken on the duplicate referral only, as RTE tracking and any subsequent automated payments are linked to the first referral.

Erroneous referrals

34. Situations may arise where Participants have been referred in error to the Work and Health Programme. This may be because the Participant was:

  • incorrectly referred to the Work and Health Programme when the allocation from the Random Allocation Tool (RAT) was either the Public Sector Comparator or the Random Control Group
  • referred to the Work and Health Programme without interaction with the RAT
  • referred under the incorrect opportunity type that is, Devolution Deal area (DDA) instead of non-DDA areas.

35. All Participants are eligible for the programme and the appropriate action should be taken to start the Participant. For further information on starting a Participant on the Work and Health Programme, please refer to Provider registers a start section detailed in this chapter.

Participant referred as voluntary Participant when they should be a mandatory Participant

36. Situations may arise when a Participant has been referred in error under the incorrect customer group.

37. These Participants will remain on the initial referral and continue participating on a voluntary basis, until they disengage. You should continue to support the Participant as a voluntary Participant until notified otherwise.

38. Should a Participant subsequently disengage from the programme they will have mandatory participation requirements placed on them as outlined in Work and Health Programme Provider Guidance Chapter 10: Change of circumstances and notifications.

39. You will be notified by Jobcentre Plus via a CEPD1/UC78e change of circumstance form.

40. Upon receipt of the CEPD1/UC78e change of circumstances form you must update the Participants record and ensure that the Participant receives the correct support now they are a mandatory Participant.

Participant referred as a mandatory Participant when they should be a voluntary Participant

41. When the error is identified you will be notified by Jobcentre Plus and you should pause interaction with the Participant.

42. Upon notification of the error you should investigate whether there are any outstanding mandation activity or compliance doubts and take the appropriate steps to remove or not progress them.

43. The Participant will be interviewed by Jobcentre Plus where they will be given the choice whether to stay on the programme or leave.

Participant decides to leave the Work and Health Programme

44. There may be circumstances where the Participant decides to leave the programme and under these circumstances you will be notified by Jobcentre Plus via a CEPD1/UC78e change of circumstances form.

45. Upon receipt of the CEPD1/UC78e change of circumstances form you should take the most appropriate action to cancel the referral. For further information on cancelling a referral, please refer to Participant is ineligible for the Work and Health Programme section detailed in this chapter.

Please note

Under these circumstances all PRaP14 requests will be approved.

Participant decides to remain on the on the Work and Health Programme

46. You will be notified by Jobcentre Plus if the Participant decides to remain on the programme via a CEPD1/UC78e change of circumstances form.

47. You must update your system to ensure that the Participant receives the correct support now that they are a voluntary Participant.

Please note

You must ensure that if these Participants have any outstanding mandatory activity, you must notify them the mandatory element is no longer applicable. If you are in the process of raising a compliance doubt for any of these Participants, you must not progress them any further.

Detailed background and further information

Referral

Participants referral from Jobcentre Plus

48. As part of the referral Jobcentre Plus will send over information on the individual to support initial engagement.

49. Information sent as part of the referral is sensitive personal data within the meaning of the Data Protection Act and handling, processing and transmission rules apply. The information sent as an anticipated minimum will include:

  • full name including title
  • National Insurance number (NINO)
  • full address including post code
  • telephone number Inc. area code
  • other telephone number (mobile)
  • qualifications
  • Driving Licence
  • aims (free text field)
  • job preferences
  • employment history
  • preferred hours
  • if the Participant has voluntary or mandatory participation
  • Incident Marker – notification where a Participant has had an incident recorded while working with Jobcentre Plus. The Jobcentre will issue you with a notification of control measures form by post to make you aware of any measures following an incident. Further information on incidents can be requested by contacting Jobcentre Plus
  • Disability Status – notification that the Participant has informed Jobcentre Plus that they are disabled. Disabled Participants may require special arrangements when you meet with them
  • childcare needs/arrangements, for example lone parent, preferred working pattern
  • Participants signing cycle
  • Participants claim pattern
  • Voluntary Early Entry Category
  • Jobseekers Allowance signing day
  • Jobcentre Plus agreed employment restrictions on availability
  • Welsh language written or spoken
  • referral ID
  • provision ID
  • date of referral
  • Participants who require additional support – this will be notified by the inclusion of the wording “May require reasonable adjustment or additional support” on their action plan
  • disadvantaged marker set Y (yes) or N (no). Where information states disadvantaged marker set ‘Y’ you will need to ask the Participant to disclose any disadvantages they have

Participant contact

50. The frequency and means (for example text, email) by which you contact Participants will be driven by your delivery model and the Participants preferred method of contact must be recorded on your systems and followed.

Identity checks

51. You must ensure that in all communications with Participants you are satisfied you are engaging with the correct person.

52. To do this, you may decide to ask them to state a combination of their personal information such as:

  • full name
  • address
  • NINO
  • other information, such as details that were included within the original referral from Jobcentre Plus
  • details you hold on your records

Initial engagement

53. If a Participant contacts you beforehand to say that they are unable to attend the initial face to face meeting, you should make arrangements to reschedule in line with your CSSs.

54. If a Participant refuses to attend the initial face to face meeting you must address the Participants concerns regarding attending. If the Participant still refuses to attend then you must record a referral outcome.

55. You should enter the date and completer reason ‘2 – DNA’ into PRaP to end their time on programme.

56. Jobcentre Plus will then run a report and invite the Participant in for an interview to understand the reasons why they haven’t attended.

ESF 2014 to 2020 requirements (England only)

57. The ESF requirements include but are not limited to the following:

  • adequate evidence must be kept at all stages for Participants who have started on provision
  • a complete audit trail of key documents and electronic information must be captured, maintained and retained at all stages throughout the process
  • the EU regulations in connection with marketing and publicising ESF must be met
  • EU requirements relating to sustainable development, equality, diversity and equal opportunities must be met; and
  • all required documentation for each Participant must be made available to DWP and EU auditors if required

58. It is an ESF requirement that all Participants are informed about the support they are getting from ESF via the ESF2020 leaflet, at their initial meeting and that ESF documentation is completed. Further information regarding ESF requirements can be found in Generic Provider Guidance chapter: 11b European Social Fund (ESF) Requirements 2014 to 2020 (England Only).

59. The initial programme start date must be captured. The start date will be evidenced by the completion of an ESF1420m form (Initial) and evidence of initial high level action planning activity.

60. You must send the completed ESF1420m form (Initial) back to DWP within 5 working days of Participant signature. Contact details for where the form should be sent are included on the form. DWP will check information contained on the form. Inaccurate or incomplete forms will be returned to you and you will be required to re submit with any omissions or inaccurate data corrected.

61. ESF1420m form (Initial), once fully completed, must be sent via unencrypted email, one Participant record per time, to the DWP ESF Admin team. It is essential that you retain evidence of the initial face to face meeting. This evidence will be subject to validation and audit and the evidence must be retained in line with ESF document retention requirements. Further information can be found in Generic Provider Guidance chapter: 11b European Social Fund(ESF) Requirements 2014 to 2020 (England Only).

62. Where you are aware that the Participant is an SCR case or has MAPPA restrictions with SCR, you should post in a clerical ESF1420m form (Initial) directly to the ESF Admin Team, annotated ‘Restrictions Apply’.

63. All clerical forms to be sent to:

ESF Admin Team
Department for Work and Pensions
2nd Floor, Brunswick House,
29 Price Street,
Birkenhead
CH41 6JN

Action planning – minimum requirements

64. Following the initial engagement and face to face meeting with the Participant, you should begin high level initial action planning activity. You must complete an Action Plan which has been agreed and signed by you and the Participant within 20 working days of the referral being sent from Jobcentre Plus. This is a CSS on which you are performance managed. Further information can be found in Work and Health Programme Provider Guidance Chapter 16: Performance Management and Compliance Monitoring.

65. This initial action planning must capture evidence of any activities you agree with the Participant.

66. You must make it clear to mandatory LTU claimants where activities are mandatory. Further information can be found in Work and Health Programme Provider Guidance Chapter 5a: Mandation to activity attracting a Low/Lower Level sanction and Work and Health Programme Provider Guidance Chapter 5b: Mandation to activity attracting a Higher Level sanction.

67. You must ensure that, as a minimum, Participants have access to all ongoing requirements in a single document that is available to them at their request. This should include a clear explanation of what each activity is, when it occurs, when it must be completed by and what evidence is required to demonstrate completion of the activity.

68. You must record any complex needs or additional support requirements. Further information can be found in Work and Health Programme Provider Guidance Chapter 6 – Working with Participants with complex needs and/or additional support requirements.

69. In England only, a completed ESF1420m form (initial) and proof of high level initial action planning activity is evidence to support the Participants start on programme for ESF purposes. You must ensure that this evidence is documented and stored in line with ESF requirements. Further information can be found in Generic Provider Guidance Chapter 11b – ESF requirements 2014 to 2020 (England only).

Please note

It is essential that you retain robust evidence of the two-way conversation and evidence of initial high level action planning activity. This evidence will be subject to validation, audit and the evidence must be retained in line with ESF document retention requirements. Where the customer refuses to agree the initial action plan you must record this on your systems.

Provider registers a start

70. The Start is the point at which the Participant attends their initial face to face meeting with you. The date of the initial face to face meeting should be recorded in PRaP as the start date; this may be a retrospective date if you are entering the start date after the face to face meeting was conducted.

71. You must retain evidence of the start date. Examples of acceptable evidence will include (in England) an appropriately completed ESF1420m form (initial), or evidence of initial action planning activity.

72. The Start Date is day 1 of the 456 calendar day period that you have to work with the Participant. Where the Participant requires in work support their time on the programme may be extended, up to a maximum of 639 calendar days. Further information can be found in Work and Health Programme Provider Guidance Chapter 14 – Validation.

MAPPA cases

73. The MAPPA are the statutory arrangements for managing sexual, violent and certain other offenders in the community in Scotland, England and Wales.

74. MAPPA is not a statutory body but a mechanism through which agencies can better discharge their statutory responsibilities and protect the public in a co-ordinated manner.

75. MAPPA cases who have not been given SCR status will be referred through PRaP. You will receive the referral, minus the address, postcode and contact telephone number.

Procedure for MAPPA cases

76. The Jobcentre Plus nominated officer will contact your nominated officer to discuss any restrictions that should be in place for each MAPPA referral. They may decide to forward to you a copy of the MAPPA J form which will detail the restrictions. Risks or restrictions will be different for every MAPPA case.

77. The MAPPA J form and any other clerical documents for each claim must be held securely, with restricted access, following the same process as you would for SL2’s.

78. The Jobcentre Plus nominated officer will also provide you with the Participants contact details.

79. You can set up normal electronic records on your IT systems for MAPPA Participants. However, the record must only contain minimal information and should be marked that it is a MAPPA case and that further information can be obtained from your nominated officer. Therefore, access to this record does not need to be restricted.

SCR: including MAPPA cases given SCR status

80. Certain Participants are allocated SCR status, for cases where unrestricted access to Participants data poses a demonstrable risk to the individual’s safety. These Participants must not have their details held on any electronic systems. Participants who have been granted SCR status will always be referred to you clerically using the SL2 clerical referral form. There is no requirement for clerical cases to be acknowledged.

81. In rare cases, some MAPPA Participants may be given SCR status. You must ensure that you treat these cases as you would any other SCR Participant. Access to a SCR must be restricted to a set period of time and on an event-by-event basis.

Procedure for SCR cases: including MAPPA cases given SCR status

82. You must ensure you have a full understanding of who these Participants are and how you should deal with them. You must ensure full compliance with the SCR clerical record process.

83. The clerical completion and return of SL2 Forms for SCR Participants should always be undertaken by your nominated officer, who must ensure that “SCR Participant” is clearly marked at the top of each form.

84. All information on SCR Participants whether received from Jobcentre Plus or generated by yourselves must be stored securely at all times.

85. DWP expects you to have effective processes in place to meet all the above requirement and be able to demonstrate that you have conducted the necessary actions.

Should you require a copy of any of the forms mentioned in this chapter, please email: WHP.ENQUIRIES@DWP.GOV.UK

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