Bereavement — House of Commons, 2021-02-03
Topic: Domestic Commerce
Paul Stuart Scully (Conservative, Centre-right): I congratulate the hon. Member for Easington (Grahame Morris) on securing tonight’s debate and on the interesting way in which he framed the three asks. I echo his condolences to the hon. Member for Bootle (Peter Dowd) following the loss of his daughter. That must be so painful The debate is on a pertinent issue, so I was so grateful to the hon. Member for Easington for bringing it to Parliament and continuing his work in this area. We have heard of the painful impact of bereavement on individuals and families, and we have seen it over the past year in particular. I sympathise with anyone who has lost a loved one. It is deeply painful to lose a person who has played a special role in our lives. It is a sad truth that we will all experience loss or bereavement in our lives, so the hon. Gentleman speaks of many of our personal experiences. That inevitability does not make those feelings easier to manage, and many of us will feel overwhelmed with the sense of loss, but it highlights the importance of ensuring that consumers dealing with bereavement face the minimal amount of difficulty as they carry out their necessary business. It is intuitive that we want to improve the bereavement process, to make dealing with the accounts of the deceased more efficient and streamlined. After all, that time can be better spent on handling our emotions and continuing with our day-to-day lives. I am grateful for the many companies that already excel in supporting consumers in vulnerable positions, particularly those experienced with bereavement. But the hon. Gentleman spoke from the heart, and I am grateful to him for continuing to raise awareness of the issues facing consumers. We are all aware of the far-reaching impact that covid-19 has had on our lives and the suffering that it can bring—whether the personal loss of loved ones or simply hearing about the virus’s mortality rates in the media. The Chamber may recall that, like many in the House, I am all too familiar, unfortunately, with the heavy toll that coronavirus has taken: sadly, my mother died just before the first lockdown and two uncles have died. I was interested to hear the hon. Member for Barnsley East (Stephanie Peacock) talking about industrial diseases; my father died of mesothelioma after having inhaled asbestos when he was doing his apprenticeship on the docks. That was in Yangon and Glasgow, so it was even more complicated and difficult to work through that process. It is important that in such complicated situations, we see what more we can do to help People around the country are supporting one another during this trying period—friends, families, charities and businesses. We must reach out and take the opportunity to thank them. It is also a trying time for many in business, yet many continue to excel in meeting the complex needs of consumers. Many firms across the sectors offer emotional training to staff, dedicated channels for the bereaved and clear access to information. I am grateful to those businesses for supporting their consumers during an already stressful time But bereavement is not one moment in our lives; it is a deeply personal experience. We can live with bereavement all our lives and feel various degrees of emotion at any given moment. It is important that we acknowledge that when we respond to the issues facing those who experience bereavement. Closing accounts and settling estates is a small snapshot of that experience. The Government continue to support those dealing with loss across the piece Due to the excess numbers of deaths, especially now that we have reached the tragic point of 100,000 covid-19 deaths, and the increasingly complex grief for many people due to the disruptions to normal grieving processes, we expect a significant increase in demand for bereavement support during the medium to long term. We are taking a cross-Government approach to supporting bereavement services as the pandemic highlights the essential work that these organisations provide and the significant strain that they are under When a bereavement is particularly debilitating or likely to have a longer-term impact on an individual’s mental or physical health, they have access to our excellent national health service. In May 2020, the Government announced £4.2 million of additional funding to mental health charities and charities providing bereavement support. That was part of a £750 million package of support for the voluntary sector, announced by the Chancellor in April 2020. As part of our support for those experiencing bereavement, the Government continue their commitment to improve outcomes for consumers in vulnerable positions Bereavement is the prime example of how we can all be vulnerable at some point in our lives. The Government frequently work with regulators to ensure co-ordinating support for those in vulnerable positions—whether the consumer is struggling to pay their bills, suffering from a medical condition or struggling to engage with the market in some way. Those regulated sectors rightly recognise bereavement as a vulnerability and regulated firms are expected to treat consumers fairly, with dignity and respect. Many of them do meet very high standards in this regard. Research shows that consumers often receive excellent, compassionate service from their providers when dealing with end-of-life administration. Numerous provisions are made by the regulators to embed that good practice across the essential service sectors In energy, Ofgem is committed to protecting consumers in vulnerable circumstances and has a comprehensive consumer protection framework in place. It works with a flexible definition of vulnerability, enabling a spectrum of consumers to seek the necessary support from their provider. Ofgem has explicitly mentioned bereavement as a personal circumstance that can make someone vulnerable. Firms are therefore expected to treat consumers experiencing bereavement fairly and compassionately, as many do. That is a trend across the sectors. Water companies are expected to better identify and support customers in circumstances that make those customers vulnerable, including bereavement. Telecoms companies are expected to be dynamic in their approach to vulnerability and to treat consumers fairly and appropriately, responding sensitively to changes in circumstances such as bereavement.