Ms Teresa Leonard:

There are two lines. One is for the Intreo centre. In fairness, we are working on the service of that line. It has to be improved. However, we have a dedicated line for community welfare service - unless people are mixing those two up. We will do a bit more publicity on our site as to which number is for the actual community service. We have ten clerical officers on that line at all times ready to take calls. The figures for the last period show that 93% of calls have been answered. Therefore, answering is at a very high level on that line. In addition to that, we watch the numbers coming to that number and whether there are calls pending. If the numbers go up, we expand the numbers of officers. We are taking that particular line very seriously. It will be answered.

In addition to that, from that line, seven community welfare officers are attached to that whom the clerical officer on that particular line can call on and who will even make a payment directly or arrange for the person to pick up a payment wherever he or she is. We have taken that line and are focusing on those queries. It can tell someone the status of his or her claim and where to go to meet someone or make an appointment with the local community welfare officer for a person. It does all of that. We are building-----