Debt Management Composition and Perceptions Research

This report contains findings from a large-scale survey and qualitative interviews with people who owe overpaid benefits to the Department for Work and Pensions. It collected data on the demographic and financial composition of this group, in addition to experiences and understanding of the overpayment journey, service satisfaction, communications, and support.

Recovery of overpaid benefits is administered by DWP Debt Management. This study was commissioned to provide foundational information on the Debt Management population, addressing gaps in administrative data. This informs potential improvements to the Debt Management service, provides new directions for research on debt and supports the implementation of the Public Authorities (Fraud, Error and Recovery) Act 2025.

Contribution to the evidence base

This project is the first to conduct research with Debt Management service users on a large scale. Findings provide new evidence on the interactions between health, work, and debt.

Research value

This research provides insights on service users' perceptions, experiences, and understanding of the overpayment journey. Findings can support Policy and Operational colleagues to improve identification of service users with additional needs, more effective communication, and journey tailoring.