Devolved disability benefits evaluation: research

5. Processing the application and moving on to ADP

Introduction

This chapter explores issues around processing the application. We cover: clients' and formal representatives' views on the waiting time for a determination; applicants' experiences of receiving the news their application had been unsuccessful; and successful applicants' experiences of moving on to ADP.

Processing times

Most clients and formal representatives who responded to the survey (60%, 40) agreed or strongly agreed their application was handled within a reasonable timeframe, but 28% (19) disagreed or strongly disagreed (Figure 5.1).

A few interviewees explained that the processing time was longer than they expected. As noted in Chapter 4, issues around processing times and not knowing how long a determination will take are causes of anxiety and uncertainty for applicants.

"It was almost a year. It took a long time… a lot longer than I assumed it would." (client/formal representative)

A small number explained they were waiting for the determination to allow them to order a Motability vehicle.

"It took a while… we needed the letter to be able to get the vehicle. We were absolutely stuffed without this letter." (client/formal representative)

"[It took six months to receive a determination]… The biggest issue with that was the fact that because [my son] gets the high rate of mobility, and until the decision was made, I couldn't order a new vehicle… so they had to keep extending the vehicle we had because it was out of date. So we were just fortunate that because of the issues with the availability of vehicles and stuff, they were happy to extend it, but in another year, that might not have been the case because I think we'd had that car for four and a half years by the time we swapped it over." (client/formal representative)

However, a few other interviewees reported no issues with the waiting time for a determination. A couple noted that it took a few months to receive the determination and, while they would have liked to have heard sooner, they understood why the process took some time.

"I think I heard back faster than I expected and was surprised and relieved because the waiting is a bit stressful." (client/formal representative)

"It was about four or five months-ish, but that's just off the top of my head… I didn't think it was really long, but also, with stuff like that, you want to hear back quicker. You just want to know. So I think it could have been sooner, but with the amount of people that are applying for this, it's not attainable to have a decision just as soon as you've sent it in. So I understand the length of the process." (client/formal representative)

Reassurance about continued CDP payments

While processing times caused some problems and anxiety for clients and formal representatives, they explained it was comforting to know that CDP payments would continue for a specified time if the ADP application was unsuccessful. Over half of survey respondents (58%, 45) felt reassured by this. This offers greater certainty and financial stability for clients and formal representatives.

Understanding of rights to redetermination and appeal

Many of the clients and formal representatives surveyed (69%, 54) were aware of their right to a redetermination and appeal. Of the remainder, 18% (14) neither agreed nor disagreed, and 10% (8) disagreed or strongly disagreed.

Reasons for unsuccessful determination

Five clients and formal representatives who responded to the online survey (6%) had applied unsuccessfully for ADP. Two of these respondents indicated in the survey that it was unclear why their application was unsuccessful.

In follow-up interviews with three unsuccessful applicants, all said they received clear information about why their application was unsuccessful. They appreciated the detail about the areas of the application where they had and had not been awarded points, although one would have appreciated more information.

"The point system is helpful because that way, you can look at what you're getting awarded points for and what you're not. That is helpful for me, just as it's a bit more visual to look at. But I think it was detailed." (client/formal representative)

"I feel like the ones where you were awarded points, they went into more detail than the ones where you didn't get any of the points on the system. They weren't as detailed. So I feel like it would have been good to have detail in both areas." (client/formal representative)

However, they disagreed with the determination and did not understand why their application was unsuccessful.

"The reason I appealed was because I felt like they hadn't taken a significant part of my application into consideration. I didn't feel the full picture had been looked at. And therefore, because of that, I don't feel like it was very clear why they hadn't given it to me." (client/formal representative)

"[The information] was clear. But I didn't really understand why I was unsuccessful because I'm still in treatment." (client/formal representative)

All three have submitted an appeal and are waiting to hear its outcome. All reported that requesting an appeal was straightforward, although one would have liked more space to explain why they believed their application should be accepted.

"That was not particularly difficult to work around to appeal for it… [but] a bit more space to write… to give you more opportunity to explain why you're appealing would have been good." (client/formal representative)

An example of an unsuccessful applicant is included in case study 1 (Appendix 4).

Successful applicants' experience of transitioning to ADP

In general, clients and formal representatives surveyed whose application was successful experienced a smooth transition from CDP to ADP. We discuss their experience further below.

Clarity of communication

Some commented on the clarity of the information they received with their determination. They appreciated the details about how the decision had been reached and what would happen next.

"It was a full explanation of what the award was, how long [my son] was going to get it for, and how they came to that decision." (client/formal representative)

There were very few negative comments about this aspect of the process, but a couple felt the letter was lengthy and would have benefitted from a more digestible summary.

"It's quite a lengthy letter that you get… it took us a bit of reading to understand that he's now got an indefinite award… maybe just more of a one-pager with an annexe that it goes into a lot of detail [would be better]." (client/formal representative)

The start of ADP payments

Most clients and formal representatives surveyed reported a smooth transition from CDP payments to ADP. Four-fifths of survey respondents (80%, 51) received ADP payments on time and as expected. Interviewees described a seamless transition. Clients and formal representatives appreciated that there was no gap between CDP payments ending and ADP payments starting. They also valued that payments were backdated where their ADP payments were greater than their CDP entitlement.

"There were no difficulties, and they backdated it to the date that the application had been submitted, so obviously through that period, he was still getting the child disability payment, so they calculated the difference between the two." (client/formal representative)

"It was a smooth transition. CDP stopped, ADP started, and that was it… I've never had any problems with payments or anything like that going wrong." (client/formal representative)

Fourteen per cent of survey respondents (9) disagreed that ADP payments started on time and as expected. A few interviewees noted some payment issues, but these did not cause serious problems.

For example, two noted receiving ADP payments on a different day to CDP.

"I think it was a different payment cycle. But that was fine because, at the end of the day, you're still getting the money. It's just going to be a different four-weekly payment cycle." (client/formal representative)

One said there was a discrepancy between the amount listed on the letter and the amount they received in their bank account.

"[Social Security Scotland] said I'd be getting a lot more into my account, but I realised they made a mistake there… I never bothered ringing up. I just thought I'd wait till the money comes into my account and see what's right, and it was the right amount that came into my account." (client/formal representative)

One was surprised that the payments changed before receiving their award notification.

"I was just relieved that it had gone through smoothly and it all transferred. But I suppose, you know, now looking back, it was a little bit. It would have been nice to have had the confirmation [before the ADP payments began]." (client/formal representative)

Chapter summary

Most felt their application was handled in a reasonable timeframe, but a few noted that long processing times added to the anxiety and uncertainty associated with the process.

A small number of clients and formal representatives who participated in the research were notified that their ADP application was unsuccessful. There were mixed views about the clarity of the information explaining the reasons for the decision. Most clients and formal representatives were aware of their right to a redetermination and appeal, and all three unsuccessful applicants who took part in an interview confirmed they have appealed.

In general, successful applicants were satisfied with the transition from CDP to ADP, with payments starting on time and as expected.