Social Security Experience Panels - Scottish Carer's Assistance: main report

1. Scottish Carer's Assistance when it is first introduced

1.1. A service that works well for carers

The Scottish Government is developing a wider programme of work to support carers and those they care for. It wants to make sure that carers receiving Scottish Carer's Assistance are informed about other benefits and services.

Survey respondents were asked what support could Scottish Carer's Assistance link to that would be helpful for carers: almost all respondents (93 per cent) said other Social Security benefits that carers may be entitled to (see Table 1). Over four-fifths (85 per cent) said linking Scottish Carer's Assistance with Health and Social Care services would be helpful for carers.

Just over three quarters (76 percent) said that it would be helpful to link Scottish Carer's Assistance with support at the end of a caring role when a cared for person has died. Similar proportions of respondents mentioned that it would be helpful for carers to link carer centres (65 per cent), and finance/money advice services (63 per cent) to Scottish Carer's Assistance.

Fewer than half of respondents said linking Scottish Carer's Assistance to employability and employment support (47 per cent), and information on education and training opportunities (44 per cent) would be helpful for carers. 12 per cent of respondents mentioned linking Scottish Carer's Assistance with "other" support would be helpful for carers.

Table 1: What support could Scottish Carer's Assistance link to that would be helpful for carers? [please tick all that apply] (n=239)

	Number of respondents	% of respondents
Other Social Security benefits that carers may be entitled to	222	93
Health and Social Care services (for the carer and cared for person)	203	85
Support at the end of a caring role when a cared for person has died (for example bereavement and other wellbeing support)	182	76
Carer centres	155	65
Finance/money advice services	151	63
Employability and employment support	112	47
Information on education and training opportunities	106	44
Other	28	12

A few survey respondents who replied to the "other" option also endorsed the options already provided in the questions such as employability support, information on training opportunities, and bereavement and wellbeing support.

Help to access support organisations

"Other" support mentioned by survey respondents were: carers groups/networks, third sector organisations advocating for specific illnesses, support for dual carers and carers who are state pension age, and provision of a hotline service to the GP for carers and the people they care for.

"Support for dual carers and old age pensioners." (survey respondent)

"A national identity card for carers. A hotline service to the GP for carers and the people they care for." (survey respondent)

Interview participants echoed the wide range of support noted above by survey respondents. Many of them suggested various organisations and services which Scottish Carer's Assistance could link to. They highlighted carers centres, Citizens Advice Bureau (CAB), local groups and third sector organisations. They noted that a variety of organisations provide them with emotional, legal, advocacy and peer support; alongside with entitlement eligibility information and help with application processes such as completing forms.

"…definitely links to national and local people, organisations […] emotional and not just legal support, but legal too! I use CAB because I am so petrified of doing it wrong and I don't know how to do it anymore." (interview participant)

"Any equivalent organisations, such as carer centres. Just being able to signpost people to organisations that are out there who can provide support, avenues to respite for carers and general information." (interview participant)

A few interview participants highlighted the importance of linking support for carers locally. They also mentioned many carers needed guidance and wider help for themselves, but also for their family members who are affected by the caring environment.

"I think being in touch with the local carer's association, I mean in [Scottish Local Authority] that's [carer's organisation] and also not just the carer, but for the whole family. So our daughter is classified as a young carer although we've been clear about her not doing any of [son's] care, but the impact it has on her life. It would be nice to be cognisant of whole family dynamics of who is impacted by the caring role." (interview participant)

"I think we have to appreciate that everyone will be different. There are some people who will value a presence in a local area. Whether that be a community service, GP practice, whether that be a library or something. I think there have to be actual local services available to people. […] There gonna have to take into consideration for rural areas, not everyone lives in the heart of the city." (interview participant)

Provision of information and signposting

A small number of survey respondents mentioned that support with clearer and detailed information as part of the caring role would be helpful to link with SCA. This information should include links to various sources of support for carers, and information on concessions for carers, eligibility entitlements and overlapping benefits.

"Any other associated information as information is difficult to find and when in crisis. It's even more difficult to find and understand, carer services are helpful as are third sector interfaces." (survey respondent)

A small number of interview participants mentioned that the information about signposting carer services and organisations, entitlements and their changes, and sources of support for carers should be provided using different methods which consider accessibility and the needs of users. They mentioned that the information should be simple, clear and streamlined so any person can understand it.

"This could be in the website, to have the choice too in an email, posted to you, something like that. In many accessible formats […] Font size, braille. I guess if it's a website the computer can read it to you, making sure the contrast is right…" (interview participant)

"I find it quite hard when you read everything can be done online, like local housing. Not everyone can afford to have broadband, not everyone can afford internet in their house, not everyone has a smart phone. So there still has to be these face to face hubs. For some people just coming out the house, they are more likely to have a conversation with someone. They are going to get more accurate information from them as well." (interview participant)

A small number of interview participants noted the importance of having dedicated people who provide all information on entitlements, benefit changes, financial help and various forms of support. They also mentioned that the information needs to be streamlined across agencies, organisations and services which are in contact with carers.

"Have a one-stop shop for people with disability that explains everything about being a carer and knowing the terminology and how to cope and deal with it all and to get help, support. There should be no shame in receiving a benefit, it's for helping families for those who are in need. it's to help that family and to help that child." (interview participant)

1.2. Options when a carer is not happy with a decision: timescales for re-determinations^[7]

If carers disagree with a decision on an application for Scottish Carer's Assistance, they can ask Social Security Scotland to look at this decision again. This is called a re-determination. The Scottish Government is proposing that carers will have 42 days to ask for a re-determination. Social Security Scotland would have 56 days to make the new decision. These times are the same as for the Scottish disability benefits. Carers may take longer than 42 days to ask for a re-determination if they have a good reason for taking longer.

The carer can then appeal if they do not agree with this new decision. An appeal is when a group of people called a Tribunal looks at all the information and makes a new decision. Carers would have 31 days from getting a re-determination decision to apply for an appeal. They will also be able to ask for an appeal after 31 days if they have a good reason for doing so. Interview participants were asked if they agreed with these timescales.

Most interview participants agreed with the timescales proposed for re-determinations. Some interview participants mentioned that the timescales seem reasonable. An interview participant stated that this is the best approach as the timescales are aligned with the timescales of the appeal processes concerning disability benefits.

"…it is best if all of the appeals processes are aligned so that you don't need to think 'oh, this one's only 30 days that one's 42 days' so it's better it's aligned with the disability thing because then you know what the timelines are" (interview participant)

A few participants highlighted the need to provide clear, simple and short information about the timescales of re-determinations and appeals.

"The timescales seem acceptable and reasonable, but I think that you have to make clear on the letters sent out that if someone is appealing, that they have 40 days to make the appeal. Put this at the top of the letter so it is very clear to remind them of the timescales." (interview participant)

Views on potential challenges with the timescales proposed

A couple of interview participants highlighted the lengthy time they had to wait for decisions on appeal processes. A few stated that it would be better if Social Security Scotland provides decisions in a shorter timescale as the client may be in financial need.

"I think that's really good because I had an appeal with the Carer's Allowance and it went on for 2 years. At the end of it they said no and there was no tribunal. For 2 years I wasn't paid and was totally entitled to it, but they gave lots of excuses. And because there was no timescale, it just went on […] it was so stressful". (interview participant)

"…To make the decision, it should be shorter […] it's a long wait for somebody, they could be in need. The length of time should be shorter. The 'not knowing' is a very stressful thing." (interview participant)

A small number of interview participants mentioned that it would be better if carers are provided more time as carers usually do not have enough time to carry out these processes due to their demanding caring role.

"Probably I agree but more time would also be helpful the reason being, as a carer, it's going back to what I said, my needs come last, the actual caring is more important than a form. I can imagine if that was me, I got a decision I wasn't happy with and wanted to appeal, I have other things in my life I struggle to cope with, so many things to do and not enough time, hours in the day, I would find myself putting it off and putting off until I had to do it, at the limit. Then, I would probably be sitting up in the middle of the night trying to fit it in to do. It has to be a reasonable length of time to make it happen. I think that's the minimum you could give. (interview participant)

A small number of interview participants emphasised that carers need support for application processes and that help may not be obtained within the timescales proposed.

"I think people should also be able to get extensions on those timeframes. As we've just gone through a pandemic and everything was closed as I explained to you where I had to go get help from a charity, sometimes that's not available, easily more than 30 days. So I think if someone has a reasonable excuse for something like that, they should get extensions on those timeframes as well." (interview participant)

"I think it's going to depend on area, where you might have, people will possibly need support in applying for […] people are going to get this letter, it takes a few days to process, a few days getting in contact with someone then trying to arrange an appointment with someone. The 31 days is quite short, given that SSS are giving themselves 50 odd days. But I think it would depend on the area the person lives. I think that's where we can't just put Scotland as one place, as one size fits all. Where you might be able to see someone in Glasgow in 1 week, it may take 3 weeks in Inverness and 5 weeks in Shetland. Where a person comes down once a month or something. You have to take that into consideration." (interview participant)

1.3. Changing Scottish Carer's Assistance payments to £0 instead of suspending or ending the award

The Scottish Government wants to set carers' payments of Scottish Carer's Assistance to £0 in certain situations. Setting payments to £0 rather than ending awards in certain situations would make it easier to start payments again, without carers needing to re-apply. These situations would be:

• Any week in which a carer earns too much money to get the benefit. This will stop them from being overpaid but would not end their award.
• Any week in which a cared for person's disability benefit is stopped or suspended. This may be if the cared for person is in hospital for longer than 4 weeks.

Survey respondents were asked if they agreed or disagreed with the reasons for setting an award of Scottish Carer's Assistance to £0 (see Table 2).

Over two thirds (71 per cent) agreed with setting Scottish Carer's Assistance to £0 for any week a carer earns too much money. 15 per cent disagreed and 14 per cent were not sure.

Two thirds (66 per cent) agreed with setting Scottish Carer's Assistance to £0 if a cared for a person's disability benefit is stopped or suspended. 23 per cent disagreed and 11 per cent were not sure.

The majority of interview participants agreed with setting Scottish Carer's Assistance to £0 in these situations.

Table 2: Do you agree or disagree with setting Scottish Carer's Assistance to £0:

	For any week a carer earns too much money?		If a cared for a person's disability benefit is stopped or suspended?
	Number of respondents (n=238)	% of respondents	Number of respondents (n=239)	% of respondents
Agree	169	71	157	66
Disagree	36	15	55	23
Not sure	33	14	27	11

Survey respondents and interview participants were asked to explain why they agreed or disagreed with the options of setting Scottish Carer's Assistance to £0. Various reasons which included complete agreement, mixed views and complete disagreement were provided.

Views in support of proposals to set £0 in certain circumstances

Several respondents and participants who said they agreed with these proposals noted that it would avoid having to go through a re-application process. Re-applying for Carer's Allowance is perceived as time consuming and stressful, in particular because of the long waiting periods for carers to start receiving the payments.

"I agree with that definitely. The fact that you're caring for someone. You're struggling to cope with a change in circumstances with the person in their life that's different, and you're struggling to cope with that and then you have to deal with all your things changing as well it's not ideal. Whereas putting it to zero for a week or a fortnight would mean you're not having to start all over again, you're just on hold, and I think that's really helpful. These things to apply all over again would be a total nightmare for a carer, who then is probably having to readapt because maybe the person is coming out of hospital with different needs again and they're trying to struggle with that, never mind trying to do another form. It makes total sense, common sense going in there." (interview participant)

"The claim process is time consuming so having a zero payment period when there are mitigating circumstances therefore avoiding having to restart the whole claim sounds an excellent idea." (survey respondent)

Many respondents and participants who agreed with setting Scottish Carer's Assistance to £0 also noted that this would make easier to restart payments as the benefit system will show that a carer is still entitled to the benefit.

"It's a good idea to set it to £0 because then it keeps the case live, and it's just a case of switching it back on when the situation changes." (interview participant)

"It's better to have an 'active' benefit than restarting the whole process and the benefit can be paid quicker without hassle. Even with an account being £0.00 it may allow entry to other benefits or show an underlying entitlement to benefits. As a carer your attention is more on the person your caring for and the added stress of applying for benefit[s] is difficult to deal with and if I had to restart a process would anger me and possibly I'd not apply as it's too much bother to go through the whole process telling the same information over and over again!!!!" (survey respondent)

Many respondents and participants also mentioned setting payments to £0 instead of ending that award would help to reduce stress levels of the carer.

"It means less stress for the carer if any temporary change happens, and I'm sure would save time and money for the social security system because of less paperwork and a smoother process in dealing with any temporary change. To make it easier to reapply just makes it less stressful, any reduction in stress levels for carers is crucial, in my experience." (survey respondent)

"…rather than stopping someone's benefit totally, which I've had in the past with another benefit is really stressful and has financial implications. Makes so much sense not giving the person the amount rather than stopping it all together. It does make sense; it would be less stressful for the carer I think." (interview participant)

Some respondents and participants who agreed with setting Scottish Carer's Assistance to £0 for any week a carer earns too much money noted that this proposal would encourage a more flexible system by considering fluctuating earnings.

"Many carers cut in and out of work: I've been doing that for 15 years - and trying to keep within the earnings threshold is a right pain when your earnings are so variable!" (survey respondent)

"It's awful to get caught out if you've earned £1 over the threshold one week but in the other 4 weeks of the month you were well under! this would be a fairer system as you'd only lose the week you were over and not need to start a whole claim again!" (survey respondent)

A few survey respondents mentioned that setting Scottish Carer's Assistance to £0 for any week a carer earns too much would allow carers to take on occasional/periodical paid jobs.

"Less stressful for carers when they know there is flexibility. Allow for seasonal work opportunities." (survey respondent)

A few respondents provided few reasons to agree with setting an award of SCA to £0 if a cared for person's disability benefit is stopped or suspended. They noted it is a good idea specifically when a new decision has been made to reinstate a disability benefit due to an appeal process or a sanction being lifted. The carer then would avoid the reapplication process.

"…with the current problems within the benefit system where people's disability payments are under threat and sanctions are applied to benefits, they [carers] need to know that if their benefits are restarted; their Carer's Allowance claim is still live and can be restarted immediately." (survey respondent)

"If the person on disability benefit had money stopped then has it reinstated, a carer can access the benefit back within a short-time span and not have to go through a reclaim process." (survey respondent)

Views against setting an award to £0

Some survey respondents and interview participants who disagreed or were not sure with setting an award of SCA to £0 mentioned that caring work, financial household expenses and/or the need of financial support do not stop when earnings fluctuate or when the disability benefit is stopped or suspended.

"If you are a full-time carer [and] not working elsewhere, what are you supposed to live on when the person you care for goes into hospital? Carers need to be paid their Carer's Allowance as a retainer so that they are able to continue caring when the person they care for comes out of hospital. Carers should be paid the same amount throughout the period they are a carer regardless of whatever else they earn or whether the person they care for spends time in hospital. The commitment to caring remains the same, household expenses, etc., stay the same. Anyone providing care for 35 hours a week is doing 35 hours a week work and should be paid for it. If the person you care for is in hospital you often add care hours to your week in visiting and supporting them." (survey respondent)

"The caring role doesn't stop when the cared for person is in hospital. I would have to be with my son if he was in hospital so it would be worse for me and I wouldn't be able to work so would lose my work income too. I think it's quite an outdated thing to think that when your loved one goes to hospital they are looked after by the hospital. You keep caring but just in a different place, but still having to care in hospital. Paying for food, travel, parking and back and forward to home." (interview participant)

Earnings Threshold

Some survey respondents and interview participants who disagreed or were not sure about setting the SCA award to £0 due to a carer earning too much, mentioned that carers should be provided with Scottish Carer's Assistance payments and those should not be linked to any earnings threshold limit.

"Carers are underpaid and over worked as it is and you want to remove just over £60 what if they are only over paid by £1? The caring and work being undertaken is still being done whether the person has a job or not." (survey respondent)

"I fail to understand how earnings should impact on receiving Carer's Allowance. Any carer who finds the energy and time to leave the house and make money to improve their life and the life of the person they care for should not be penalised for doing so." (survey respondent)

"Carers deserve to be paid a living wage. Lots of people have 2 jobs. As long as a carer is caring for the disabled person they should be able to work at the same time." (survey respondent)

Some survey respondents and interview participants thought that it was unfair to end a payment because a carer experiences fluctuation in their earnings. A few also mentioned that the earnings threshold is very low.

A few survey respondents and interview participants mentioned that some carers were losing out financially when being in employment because of the earnings limit and the resulted loss of all the Carer's Allowance payment. They provided suggestions on setting the earnings threshold of SCA payments which included a proposal to gradually reduce the carer benefit when earnings increase or the benefit is suspended. Other small number of respondents said carers frequently cannot work or do not work full-time due to their caring role.

"Carers rely on their allowance to survive; they cannot work full-time if they are responsible for caring for another. Many carers work self-employed or part-time in flexible or seasonal jobs, as these are the easiest to work when you must be 'on call' for emergencies, etc. With self-employment, wages vary from week to week, same with many seasonal jobs. If you earn 10 pounds over the limit, you lose 60 pounds for that week? Very unfair. A yearly amount would make more sense." (survey respondent)

"The amount of £128 weekly a carer is allowed to earn is ridiculous, always had been. £128+£67.60 is nowhere near a living wage rate. A full-time family carer is lifetime job, there should be different rates like DLA, high and low." (survey respondent)

"I have been caught in the "earning too much money" many times and had numerous problems with it. I am a part-time [profession]. I need to/have work. I am completely against the earnings cap as it is discriminatory against my profession. The solution to this cliff edge cut off is to base it on a maximum number of hours worked. That is fair and just and does not discriminate against what is done for a living." (survey respondent)

When the cared for person's disability payment is stopped

Some respondents who disagreed or were unsure with the proposal of setting an award of Scottish Carer's Assistance to £0 if a cared for person's disability benefit is stopped or suspended provided few reasons for their views. Some noted that disability benefits are frequently suspended due to administrative error and in other cases they are sometimes reinstated after appeals; hence they did not think that the SCA payments should be stopped. A few said that payments should not be stopped when an appeal process is still ongoing as the outcome of the benefit being reinstated is not known.

"Disability benefits are stopped in error often. If a disability claim is stopped there should be a grace period of several months to allow for appeals, etc.; as most claims are won on appeal and are returned to the disabled client." (survey respondent)

"In many cases benefits are stopped or suspended in error - this is widespread and leads to injustice, deterioration in health and collapse of support for those involved and - in many cases - suicide." (survey respondent)

"My son's disability benefit was suspended for months before an assessment and subsequent award of both rates at highest level. Carer's allowance shouldn't be suspended when DWP are unfairly denying PIP and DLA." (survey respondent)

Others argued that the caring role does not stop when the cared for person is in the hospital. A handful of respondents and participants mentioned that in some cases the financial cost of caring increases when the cared for person is in the hospital due to travelling costs and providing personal items to their cared for person such as clean washing, toiletries, snacks and entertainment. Some described providing help with care in hospitals, such as supporting mealtimes.

"When [the cared for person is] in hospital for more than 4 weeks, you will find that the carer responsibility and time do not change significantly. There are still carer responsibility involving, liaising with heath care staff, giving and obtaining information, attending meetings for care packages, treatments, etc.; that involve time traveling to and from hospital with clothing to wash and return for hospitalised patient. Often relatives are feeding their relatives in hospital due to constraints on staffing, etc. So caring responsibility does not STOP, if the person is admitted, the caring responsibility changes, but [it] is equally as demanding and time consuming." (survey respondent)

"If the person being cared for was in hospital, the carer would still be caring; but the way in which they did it would change. They'd visit person in hospital, wash clothes and take them to hospital along with treats and drinks, speak to person on phone, etc. Visiting hospitals would also add extra costs, take time. They would also advocate on behalf of person and deal with financial changes which might affect housing benefits and council tax, electricity, etc. The carer should still be paid." (survey respondent)

Provision of clear and simple processes

A small number of respondents and participants raised some questions concerning the administrative processes involving the proposals of setting Scottish Carer's Assistance to £0 which should include the provision of simple and clear guidance for certain scenarios.

"I can see the sense in a nil £ award, however, there is no guidance to those claimants, who's cared person passes away before the sixth month of the natural ending of any award. Basically, if the cared for person dies 6 weeks into a Carer's nil award, there is scope for an 18 week over credit of [National Insurance] NI Contributions, should the carer not/forget to inform, that their Cared for person has passed away." (survey respondent)

"How would you know if I earned more in one week compared to another? I'm just asking the question, if you have a way of finding that out it would be good for us to know that, because carers have a lot on their plate, sorry; we've got a heck of a lot on our plate. For example, myself, I work full-time, I also was the carer for 3 different people, I was running around and I was getting like 2 or 3 hours of sleep a night because I had so much to do. So asking me to fill out a form to announce that I earnt more one week and enough the other week is an extra burden on someone who is already stressed to the highest level. So if you can make it easier for whoever is claiming it, and you saw the work we had to do in terms of filling in the form that is hugely beneficial." (interview participant)

1.4. Ending a Scottish Carer's Assistance award when it has been £0 for six months in a row

When a Scottish Carer's Assistance award had been £0 for six months in a row, Social Security Scotland would end the award. If carers disagree with a decision to reduce their award to £0, they would be able to ask us to look at this decision again.

Panel members were asked if they agreed or disagreed with ending a Scottish Carer's Assistance award when it has been £0 for six months in a row (see Table 3). Over half of respondents (54 per cent) agreed, a fifth (20 per cent) disagreed and over a quarter (26 per cent) were not sure.

Table 3: Do you agree or disagree with ending a Scottish Carer's Assistance award when it has been £0 for six months in a row? (n=237)

	Number of respondents	% of respondents
Agree	127	54
Disagree	48	20
Not sure	62	26

Views in support of this proposal

Many survey respondents who agreed with the proposal to end Scottish Carer's Assistance award when it has been £0 for six months in a row noted that the length of time seemed fair and proportionate. Some mentioned it is a reasonable time for a carer to sort out circumstances concerning paid employment or benefits eligibility. Some respondents also stated that the 6-month period provides a realistic time frame to acknowledge that caring circumstances are permanent.

"Seems to be a fair decision as any problems relating to payment or any issues should be cleared up in this time period." (survey respondent)

"Long enough for them to decide on whether they should make an alternative arrangement, like find work or claim another benefit." (survey respondent)

"Hopefully six months allows sufficient time to have elapsed for the carer to know what is happening long-term with the person they care for, e.g. back to caring 35 hours a week, hospitalised, deceased, etc." (survey respondent)

A few survey respondents who agreed with the proposal noted that it should allow for exceptional and personal circumstances to be taken into account in case the payments need to be reinstated. Some mentioned that the proposal should consider the right for carers to appeal and carers should also be consulted about any decisions regarding their award. A handful of participants highlighted that if a SCA award was going to be ended, it should be informed to the carer through clear communication.

"Agree as long as carers are given plenty warning, written/phone call, to ensure they can question the decision if need be." (survey respondent)

"Always provide for exceptional circumstances where it could be re-instated with minimum paperwork if needed..." (survey respondent)

Views against this proposal

Some survey respondents who disagreed or were unsure of this proposal raised the following concerns. Some noted that it is not a long enough period to cover certain situations such as longer hospital stays and lengthy appeal processes. A few also mentioned that this proposal does not consider carers who regularly earn above the earning threshold for more than six months.

"Simply because someone earns more than £124 per week doesn't mean to say they stop providing care, it just means the carer is now more pressed and stressed than ever before." (survey respondent)

"PIP awards and appeals may take longer than 6 months to process. My daughter had to wait 18 months for appeal to go through." (survey respondent)

"I'm not sure, as a carer could be providing care to someone in hospital for a long period of time and this could go over the 6-months limit, I don't agree with the £0 award unless they no longer provide any care." (survey respondent)

A handful of survey respondents mentioned that they disagreed with or were not sure about this proposal because ending a SCA award should be assessed on individual basis. A few noted that the carer should still be recognised as a carer (without any payment) as opposed to completely ending a Scottish Carer's Assistance award when it has been £0 for six months. Few of these respondents stated that the award should end only when the cared for person was taken into long-term care or passed away. Some respondents suggested that instead of the 6-months proposal, which is perceived as too short; ending the award after one year seems more suitable.

"People's individual circumstances must be taken into account and blanket decisions not applied." (survey respondent)

"Unless the person they cared for was taken into long term care or died, there may be still a need to become a carer, there would be very little internal charges to Social Security Scotland to keep the account at £0." (survey respondent)

"6 months is too short. 1 year would be more flexible." (survey respondent)

1.5. Views on Short-Term Assistance^[8]

Short-term assistance is a new payment in the Scottish benefits system. Social Security Scotland will give carers short-term assistance in some situations where they are asking for a decision be looked at again. This may be a decision to stop or reduce their payments. The Scottish Government also wants to pay Scottish Carer's Assistance to carers when the person they care for is getting short-term assistance.

Most interview participants agreed with the proposal to pay Scottish Carer's Assistance to carers when the person they are caring for is receiving short-term assistance. They had positive views on the financial support during appeal processes. They also highlighted that it reassures that clients can go ahead with appeals with less financial worries.

"I agree with the payment. This is a positive as it reduces the stress levels. People will know they still have the money coming in while the decision is under appeal. If you were to appeal and know you were going to lose money, it would be very stressful." (interview participant)

"It goes back to that if you know if you stop everything very suddenly that can be very difficult to you, you're trying to budget and if you're in a state of flux for that person who're caring for… yeah it would be good just to have that ability, just have a holding pattern until you know exactly where things are." (interview participant)

Provision of clear and simple processes

A few participants were unsure about the administrative processes and the rules involved in this proposal. They were concerned about the complexities of processes and they argued for their simplification and clarity.

"I think it is overcomplicating the whole system, it's getting really in-depth and complicated and it will be hard for people to understand the whole thing. It's easier if it's plain and simple but having said that, you need money to live, and if you're in a crisis situation being temporarily getting paid because they're in hospital or something; the last thing you want is the added problem of no money, you might have extra trips to hospital. Part of me is saying yes it's useful but administratively, in complicating the entitlement to the benefit, it's not straightforward. So I'm quite torn on that." (interview participant)