Independent Review of Adult Disability Payment (ADP): Analysis of responses to a public consultation and call for evidence

10. Processing times

This chapter examines responses to questions about the processing time for Adult Disability Payment applications, which is the time it takes Social Security Scotland to make a decision. The length of processing times can vary and depends on several factors, including:

• The volume of applications being processed.
• Whether applications require supporting information or a consultation.
• The type of application, for example, those made under the Special Rules for Terminal Illness.

This chapter also explores the impact processing times may have on seldom-heard groups or people who face barriers in engaging with others.

In keeping with the format of the rest of this report, the analysis of responses to consultation questions is followed by the analysis of responses to the call for evidence questions. However, it should be noted that both audiences highlighted very similar issues when considering how processing times could be improved.

Key findings

• Three in ten consultation respondents (29%) received a decision about their application within three months, 42% between three and six months and it took six months or more for three in ten (30%).
• While consultation and call for evidence respondents emphasised that shortening processing times would improve applicants’ experience, they also noted that better communication could alleviate some anxiety. Respondents suggested email or text updates or a dashboard for applicants to monitor the progress of their application.
• Call for evidence respondents highlighted several groups who they felt were adversely affected by long processing times. These included people needing to access other disability benefits, such as a Blue Badge or a mobility device through the AVE scheme, carers who were struggling financially, those with mental health conditions, those with degenerative cognitive conditions and lone parents.

Consultation

Q19A. If you have ever received a decision on an Adult Disability Payment application, how long after you submitted your application did it take for you to receive this?

When asked how long it had taken between submitting an application and getting a decision, a range of timescales were evident among those who answered. Three in ten (29%) had received a decision within three months, 42% between three months and six months, and for three in ten (30%) it took more than six months.

Q19B. How satisfied were you with this?

Those answering Q19B were typically dissatisfied with the time it had taken to receive a decision. Over two fifths (43%) were not satisfied at all, and a further 21% were ‘not very satisfied’. At the other end of the scale, fewer than one in ten (7%) were very satisfied.

Q19C. What in your view could have been done to improve your experience of waiting for a decision?

Better communication

Just under two thirds of consultation respondents provided an open comment at Q19C. The most prevalent theme, mentioned by many, was that better communication was needed in the period between submitting an application and receiving a decision. Respondents suggested it would be beneficial to have online portals where they could log on to see the status of their application, or regularly emailed or mailed updates. Others requested easy telephone access to Social Security Scotland staff who could provide status updates.

“The no news during the 7 months while waiting was not helpful.” – Individual

“It helps alleviate concern about waiting if the applicant is kept informed. In the case of people with ME/CFS, as mentioned earlier, there is difficulty in obtaining supporting evidence due to a lack of medical knowledge about the condition. This should be recognised early and the process moved on.” - #MEAction Scotland

Timescales

Several respondents at this question, and also at Q15J (What could have been changed about telling you what the decision was? What do you think the impact of that change might be?) commented more generally that improved timescales would improve the experience of waiting for a decision.

Respondents described the experience of receiving a decision as ‘life-changing’, but the long wait times to hear about outcomes greatly impacted their quality of life over that period. Some described the stress of waiting for a decision and others mentioned struggling financially. A few respondents noted that increasing Social Security Scotland staff numbers may assist with long processing times.

“The decision-making process took a long time, and I only found out I had been awarded ADP when the money appeared in my bank. Maybe a progress update would help put people’s minds at ease. I had a pretty traumatic experience applying for PIP in the past, which had made me reluctant to apply for ADP. I felt stressed throughout the process and was waiting to hear about a consultation appointment, which thankfully wasn’t required.” - Individual

Participants at engagement events also described long waiting times that they or the people they support had experienced. While it was acknowledged in one event that Social Security Scotland’s waiting time targets are more positive than for Personal Independence Payment, there were frequent reports of these being missed or inconsistent, with some people waiting six, 10 or 18 months. At another event there was a suggestion of introducing a form of triage system, with a participant citing an example of an applicant waiting for nearly a year to be told they did not qualify to apply for Adult Disability Payment.

Other concerns

Event participants also noted the impact of slow decisions. Two main impacts were identified. Financially, people could miss out on money they need to live, or a delay could impact receipt or ability to apply for other benefits, such as carers allowance, or access to mobility aides. This latter point was noted by two consultation respondents. The other impact was emotional, due to the stress and anxiety generated by waiting.

“Having a shorter waiting time. I started needing a wheelchair and was not able to access other supports like a blue badge until my ADP application had been processed. This made every aspect of my life difficult as I could [not] park near places I needed to be like work, the doctor, social things such as parking near a restaurant, etc.” - Individual

There was a suggestion from one individual that being paid while you wait to hear about your decision would assist those dealing with financial uncertainty due to their disability.

Call for Evidence

Q7A. Do you have evidence relating to what could be done to enhance peoples experience of waiting for a decision (if anything)?

Better communication

Just over half of call for evidence respondents answered Q7A. As with the consultation responses to Q19C above, respondents highlighted the need for better communication during the waiting period. Respondents called for updates that confirm an application has been received and is moving through the decision-making process. They suggested updates would reduce stress and provide more certainty.

“Another comment that has been made is that there is not enough communication or updates during the waiting time, and this can increase anxiety for many of the people we support. If this could be improved it would be helpful.” – MECOPP

“Regular but not overwhelming, appropriate communication is key to provide reassurance and reduce anxiety.” - Citizens Advice Scotland Social Policy

From interviews and a survey conducted with stakeholders who have received Adult Disability Payment, RNIB found instances where incorrect communication about decision-making had been sent to clients. One person described confusion and stress after receiving a prompt from Social Security Scotland to submit an application that had already been submitted. In following up, they were notified that Social Security Scotland had received their application, but the systems had not updated before the letter was sent.

An anonymous organisation noted the importance of escalation routes for those assisting people with their application, such as third sector or advocacy organisations. They felt this could provide a way to find out the status of applications and minimise stress.

Timescales

Some emphasised that reducing processing times would be beneficial. Two organisations suggested that better liaison between Social Security Scotland and social care, medical, and third sector services who are asked to provide supporting evidence or assist with clarification could improve processing times. Challenges around chasing professionals to provide supporting information were also noted in one of the engagement events.

Q7. Thinking about the time it takes to decide about whether someone gets Adult Disability Payment, do you have evidence whether this may have a different impact on some people than others, such as those from seldom-heard groups?

Seldom-heard groups affected

Around three quarters of call for evidence respondents provided an answer to Q7. Respondents provided a range of evidence suggesting the decision time affects the following seldom-heard groups, listed below from most to least prevalent:

• Those in need of passported benefits as it can delay the application for access to services such as Blue Badge or mobility vehicles or equipment through the AVE scheme.
• Carers who are already struggling to manage responsibilities and finances may find long wait times challenging as their lives are also impacted. An example was provided by Citizens Advice Scotland from stakeholder consultation where a carer had to give up a job and move house to assist their disabled relative with no financial assistance.
• Those with mental health conditions, with stakeholder engagement conducted by several organisations highlighting the increased stress of long waiting times.
• Those with degenerative cognitive conditions; as Alzheimer Scotland pointed out, the long waiting times for those with dementia can be very difficult to understand.
• Lone parents as the caring responsibilities for disabled children can affect working hours and negatively impact household finances, according to feedback received by both Age Scotland and One Parent Families Scotland.
• Low-income households as waiting for a decision can increase pressure of already tough financial situations, according to staff engagement through Glasgow City Council and SAMH.
• Minority ethnic people as the delay can be due to situations beyond the applicant’s control, as highlighted by the experience of one client of MECOPP who had their application delayed due to the lack of availability of interpreters.
• People with terminal illnesses, like some cancers and Motor Neurone Disease, who often need the payments with urgency, according to stakeholder engagement with organisations like MND Scotland and Young Lives vs Cancer.