Comparison with banks or other financial institutions, which are often paper free, will show just how far we have had to travel. It is a testament to the neglect of the Tories that, during their 18 years in office, they did nothing to replace the tools with which staff were meant to do their job. I am extremely lucky locally, because officials in the local offices of the Benefits Agency treat claimants with commendable civility. I hope that we shall move beyond the usual letter sent to claimants. Will my right hon.
Friend raises an important point.
The quality of the letters sent out by the antique computer systems leaves much to be desired. If the Department makes a mistake, it should put its hand up and admit it. Equally, where an individual has made a mistake or, in some cases, has been downright untruthful, that individual has to accept the consequences. I shall explain some of the measures that will help in such cases. Staff try to behave appropriately, according to the circumstances.