Devolved disability benefits evaluation: research

2. Understanding when and how to apply for ADP

Introduction

This chapter explores clients' and formal representatives' understanding of when and how to apply for ADP while receiving CDP.

Understanding of the application process

Figure 2.1 shows that over two-thirds (68%, 54) of clients and formal representatives who responded to the survey understood what was involved in applying for ADP while receiving CDP. Three-fifths (60%, 46) strongly agreed or agreed they understood the options available about when to apply for ADP.

Interviewees, in general, reported they understood the process, including their options about when they could apply and what would happen to their payments while their application was being processed.

However, some interviewees and survey respondents misunderstood aspects of the process. These clients were unsure when they had to apply or what would happen to their payments after applying.

"I wasn't sure when we had to apply as no end date for CDP was available." (client/formal representative)

"I wasn't aware CDP runs till 18 now." (client/formal representative)

"We were given the impression that we had to do it sooner than later to avoid there being a gap in benefits when my son turned 18." (client/formal representative)

Support organisations provided similar feedback. Most (67%, 8) said that, in general, their clients understand the process but are unsure about some aspects. A quarter (3) said their clients, in general, do not understand the process. For example, a few observed that some clients are unaware of what happens to CDP payments after submitting an ADP application.

"Clients can be concerned payments will stop and are not sure when they will stop." (support organisation)

Understanding that an application is required

While most interviewees were aware of the need to complete an application for ADP, some interviewees were unaware of this before they received letters from Social Security Scotland. These individuals assumed they would automatically move on to ADP without having to submit any further information.

"I didn't know that I had to apply… I never really thought about it, you don't keep up with the legislation… I don't think I was aware of it, and I didn't look into it." (client/formal representative)

Support organisations also reported that some clients do not understand they have to apply for ADP.

"Many clients simply don't understand that an application form needs to be completed. There seems to be a view that CDP should transition into ADP without a new form or need for supporting evidence." (support organisation)

"Clients do not understand that they have to reapply for ADP and this results in a gap in payments where CDP ends and ADP begins." (support organisation)

Communication from Social Security Scotland

Given the uncertainty about aspects of the journey from CDP to ADP, communications from Social Security Scotland are crucial in informing CDP clients about how and when to apply for ADP. Feedback from clients and formal representatives who took part in the research was generally positive. Nearly half (45%, 39) described the letters they received from Social Security Scotland as very helpful, while 32% (28) reported they were quite helpful (Figure 2.2).

Many interviewees noted that the letters were clear and helped them understand the process, including options about when and how to apply and what would happen to payments while the application was being processed.

"They were very well structured. They had everything that you needed to know… it was very clear and very well structured in the letter." (client/formal representative)

"I think the letter gives you a lot of detail of what you need to do, when you need to do it by." (client/formal representative)

"They were clear and concise… the information was very clear about what to do next and when they would be in touch." (client/formal representative)

For some, the letters provided a helpful reminder to apply for ADP (such as case study 4 in Appendix 4). A few parents who acted as adult appointees once their child turned 16 explained that, while they knew they had to apply, receiving a reminder was helpful because they have busy, stressful lives, and could otherwise have easily forgotten.

"With all the pressures you're dealing with when you're looking after a disabled family member and trying to work at the same time, it doesn't always stick at the top of your head. So that was the main thing that I found helpful about it was the prompt, and they were quite clearly written and easy to follow." (client/formal representative)

"I suppose just nudging me that now that was the right time to start applying." (client/formal representative)

One was pleased there was more than one letter, which helped to ensure they remembered to apply amongst the other pressures in their life.

"I think with the Social Security letters, we didn't just get one letter; there were several, and when you're busy, particularly when you're looking after disabled family members, I had my mum as well. I was caring for her as well at the time, as well as working full-time. You don't always get to open your post straight away, or if you do you think right, I'll deal with that and then, you know, so actually the fact that there was more than one letter, I think was really helpful." (client/formal representative)

The importance of the letters was further emphasised by some interviewees who were unaware they had to apply for ADP before they received the letters. These interviewees thought they would automatically receive ADP without completing an application form, so the letters informed them in plenty of time that an application would be required.

"I didn't really think of it, to be honest. So when I got the letter, it was a bit like, oh wow, I didn't actually know. So it was quite helpful." (client/formal representative)

"I thought they were good because they came in plenty of time… so it's given me plenty of time to get everything done." (client/formal representative)

"If I hadn't had the letter at all, [payments] would have stopped, and I wouldn't have known why." (client/formal representative)

"It's nice and clear. I think the language used makes it quite user-friendly. It's easier to understand what the ask is… It explains exactly what you need to do, and the language used is pretty easily accessible. " (client/formal representative)

Support organisation staff observed that applications are being submitted earlier since Social Security Scotland began sending the reminder letters. Over a quarter (27%, 3) had observed improved communications from Social Security Scotland about the journey from CDP to ADP due to the policy changes, while 64% (7) expected such an improvement.

Improving communications and information

Feedback about the Social Security Scotland letters was generally positive, but there was also some negative feedback.

Nearly a quarter of client and formal representative survey respondents (23%, 20) said they were not at all helpful. In addition, 37% (29) client and formal representative survey respondents called for more information about the process to make it easier, and 42% (33) suggested clearer information about the process is required.

A few clients and formal representatives praised the letters for their accessible and understandable language. However, some interviewees, including clients, formal representatives and support organisations, felt the letters could be improved by being clearer and less confusing.

"I only came across by accident that you can apply from the age of 16 not 18. Yeah, so we didn't know at the time [after receiving the letters]." (client/formal representative)

Research participants, including clients, formal representatives and support organisations, identified aspects of the process that could be made more explicit in the letters:

• That CDP payments will continue while the ADP application is processed.
• That CDP clients will not automatically be eligible for ADP.
• That payments could increase with ADP to encourage earlier applications.

A small number of clients and formal representatives did not recall receiving any information from Social Security Scotland about applying for ADP. It is unclear why this is. Some of these interviewees acknowledged they may have received the letter but did not fully understand its significance, or suggested the letters may have gone missing in the post. However, these examples, alongside the finding that many clients and formal representatives did not know they had to apply for ADP before they received information from Social Security Scotland, emphasise the importance of ensuring clients receive the information. They also indicate that considering other methods of delivery could be beneficial. One client said they would have preferred to receive information by email.

In addition, a few clients and formal representatives said they received the letters just before their CDP payments were due to stop, which gave them little time to submit their application. Again, it is unclear why these letters were delayed, however, this finding highlights the importance of ensuring that clients receive information timeously.

Some clients and formal representatives reported receiving conflicting or inaccurate information from Social Security Scotland. These interviewees emphasised the importance of being given clear and consistent information to reduce anxiety and uncertainty around the process.

"The first letter I got said that we didn't need to apply for it until she was 18, which was fine, and then I received another one that said you have to apply for it, and the way it was worded, it seemed if I didn't do it her money would stop, and I was confused… But when I looked into it I realised that you've got to apply for it. So I think the second letter maybe could have been a bit clearer." (client/formal representative)

"We were told by the ADP department that we would have time until the 19th birthday and that CDP would continue until then, which it didn't." (client/formal representative)

Similarly, a few said that contradictory information from other applicants on social media added to feelings of confusion. Social Security Scotland can do little to control the information posted on social media, but this does illustrate the importance of Social Security Scotland providing clear, comprehensive and timely information.

"A lot of the Facebook groups were all offering conflicting advice. Some were saying that it would take six months, some were saying it would happen automatically. So I was a little bit confused." (client/formal representative)

Chapter summary

We found mixed levels of understanding among clients and formal representatives of the process involved with applying for ADP while receiving CDP. While some understood when and how to apply, others were unclear, and some assumed that they would receive ADP automatically.

Letters from Social Security Scotland are crucial in prompting clients and formal representatives to apply, enhancing their understanding of how and when to apply, and, in some cases, alerting them that an application is necessary.

There were mixed views about the letters from Social Security Scotland. Many described them as helpful and praised their clarity. Others, however, called for clearer information to ensure that clients and formal representatives understand they have to apply and how and when to do so.

A few clients and formal representatives did not recall receiving any information from Social Security Scotland about applying for ADP. It is unclear why this was the case but these examples, alongside the finding that some clients and formal representatives did not know they had to apply for ADP before they received information from Social Security Scotland, emphasise the importance of ensuring clients receive the information.