Appointees only apply in a limited number of cases. The Department has a range of procedures in place to make customers and their carers aware of the provisions which allow the Secretary of State to appoint a person to act on behalf of another. For example, the employment support allowance information leaflet and claim form gives clear advice on appointeeship. Where claims are taken over the phone by the Pension Service systems are in place to identify those customers who have difficulty managing their own affairs. Local service staff would consider appointeeship at all visits where it appeared appropriate.