Social Security Experience Panels: Seldom Heard research programme: carers and care experienced people - visual summary

Common barriers

Survey respondents and participants from all the carers and care experienced sub-groups experienced common barriers.

Many lacked knowledge of the benefit system and of entitlement for specific benefits. Some did not know where to find information.

Some highlighted difficulties with accessing information and application processes online because they did not have access to a computer or a smart phone. Others had no experience of using the internet. Some found government websites difficult to navigate.

Many felt stigmatised, judged and discriminated against by public sector staff, particularly when communicating with DWP and Job Centre Plus staff.

Some reported that the wording of the application forms was prescriptive, complex and long. The tick-box style questions did not allow them to convey the details and complexities of their particular circumstances.

Disability Living Allowance and Personal Independence Payment application forms were highlighted as the most complex and difficult forms.

Most who had health related assessments experienced embarrassment, anxiety and stress. They felt that there was an environment of suspicion and that the questions asked by assessors did not allow them to fully explain the details of some health conditions.

For some, long waiting times for award decisions and payments, changes to eligibility, interactions across benefits and overpayments led to a detrimental impact on household finances.

"The questions that were asked in my fit to work assessment really made my mental health a lot worse. But it's not the questions, it's the way they ask them. […] And I've heard a lot of people say that, and it put me off going in the first place. And if I hadn't been taken by my friend to go, I never would have gone and I never would have got the benefits because every time I set foot in the Job Centre Plus, I've felt very much like a number and very much beneath the staff."

[Care experienced participant]