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Annual Report and Accounts 2019/20 and Corporate Plan 2020 to 2023 published today

Photo of our Annual report and Accounts and Corporate Plan. Text reads 'Our Vision: Provide support to each of us when we need it'

Today we published our latest Annual Report and Accounts for April 2019 through to 31 March 2020.


This report shows that in the space of our first 19 months we’ve made payments of more than £540 million in vital support for families with small children, carers and people who have lost a loved one. The support paid over the course of the financial year reporting period 1 April 2019 to 31 March 2020 totalled £346.7 million.

In the reporting period of 1 April 2019 to 31 March 2020, we almost doubled in size going from 350 to 750 employees.

Having people delivering this service day to day who understand and support what we are trying to achieve overall is translating into good results for those who use our service – over 80% of our clients who rated their experience of applying said it was good.

Who we are, what we do, where we are going and how we will get there have all been set out in our Corporate Plan 2020 to 2023, which we have also published today. This will be our roadmap, giving us focus and clarity on what we need to do.

We also now have a Charter Measurement Framework. Our Charter is a document that was created by the people who will use our service. In this, they set out their expectations of our new social security system. The measurement framework – also created by those who will use our service – takes this a step further. It tells us what we need to monitor and evidence to show that we are meeting these expectations. This is the ultimate accountability – this isn’t just measures we have set for ourselves, it is what the public want to see from us.

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