Turn2us response to NAO report: Tackling benefit overpayments due to fraud and error

Lucy Bannister, Head of Policy and Influencing at Turn2us, said: 

“It’s good news that benefit overpayments are starting to come down, but the DWP is still making far too many mistakes. 

"When benefit levels are already too low to cover essentials, even a small overpayment can have devastating consequences. It can sound as if people are getting extra money, but in reality, these errors leave people landed with big bills to repay out of their very low income, through no fault of their own. For someone already struggling to afford the basics, that can mean being pushed into debt or going without food or heating. 

"These errors don’t just create hardship; they destroy trust. Many people tell us they avoid claiming benefits altogether because they’re scared of ending up in debt to the DWP. 

"Fraud in the benefits system remains very low, but the way these issues are talked about makes claimants feel like criminals. If we want a fair, effective social security system, we need one that’s accurate, compassionate and built on trust, not fear.”