Social Security Experience Panels - Seldom Heard research programme: mobile populations

Key barriers with the benefit system^[5]

Common barriers experienced by Mobile Populations participants in our research are presented below.

Difficulty finding information from official channels

Research participants felt they could not find accurate information on benefits and eligibility from official channels such as Department for Work and Pensions (DWP) or Jobcentre Plus (JCP). When trying to get information from those channels, a few participants highlighted that staff provided confusing and inconsistent information. In some cases, they were still unaware of being eligible to some benefits at the time of the interview.

He described how accessing information regarding benefits was really difficult: "I visited 8-9 places to find information". This was compounded by his view regarding the "incompetent advisers" at the DWP who gave him conflicting information regarding the benefits system and what he was eligible for.

[Seasonal migrant worker]

A complex and prescriptive system

Many participants shared the perception that the benefit system is complex and difficult to understand. A few also perceived that the system is not only difficult to navigate, but also prescriptive in relation to eligibility criteria. Some participants perceived that the system was deliberately complex to discourage applications to benefits.

He felt that government services can be bureaucratic and inflexible in that they have rigid eligibility requirements.

[Refugee]

He felt that the system was deliberately set-up to discourage application.

[Seasonal migrant worker]

As a result, all participants relied on external support to navigate the system. Without that support, many mentioned it would have not been possible for them to access and apply for benefits. For some, a lack of English proficiency skills and/or poor literacy skills acted as an additional barrier to accessing benefits and it also resulted in a complete dependability of external support to deal with benefits processes.

She mentioned that she has poor literacy skills and finds reading and writing difficult so finds that she needs support from someone external to support her with applying for benefits.

[Gypsy/Traveller]

Challenges with benefit application processes

Common difficulties concerning application processes, follow-up interviews and assessments were highlighted by participants.

Many perceived the structure and the wording of applications forms as repetitive, prescriptive and long. Some participants mentioned that the questions did not allow the opportunity to convey additional information to explain the nuances of their particular circumstances. A few reported that they found it difficult to understand what information was requested from them in the application forms. As a result, they were unsure how to complete the application forms without support.

He felt it is hard to explain or interpret what type of information you need to provide within each cell within an application form. He felt that sometimes there are quite specific types of information that you need to provide, but this is not always clear at the outset.

[Refugee]

Participants reported that they were required to provide a lot of information in the application forms, follow-up interviews and medical assessments. Some felt that the amount of questions they were asked were purposefully designed to make it hard to get successful benefit claims.

He felt the application process to be onerous as they required a lot of information - "they want to know everything about you".

[Seasonal migrant worker]

She described the application process as "complicated". She described the volume of forms as being "like bibles, they had hundreds of pages".

[Gypsy/Traveller]

He is claiming PIP and has had some difficulties with the interview process, he felt that the interviewer from the DWP was trying to catch him out by using trick questions which he didn't know what the right answer was.

[Refugee]

Some highlighted how benefit application processes made them feel anxious and stressed. A few highlighted that these benefit processes and interactions with DWP and JCP staff intensified their mental health problems.

"I have so much trauma and upset from filling in forms. I have PTSD from the interview itself".

[Gypsy/Traveller]

"The questions they ask are very complicated and personal; you get embarrassed by it. It is especially bad if you have mental health issues like I do."

[Gypsy/Traveller]

A few also mentioned that accessing information and applying for benefits online was a challenge because they did not have internet access or digital devices or did not know how to use digital technologies.

She isn't able to use digital technologies and doesn't have many internet devices.

[Refugee]

Long waiting times and financial hardship

Many participants reported long waiting times within the benefit application process. This was particularly highlighted as being an issue in relation to Universal Credit and disability related benefits.

The waiting times for the first Universal Credit payment and the transition period when being transferred to Universal Credit from other benefits were reported as being too long. A few were unaware of being transferred from other benefits to Universal Credit.

She also received housing benefit, and this stopped, and she was moved over to Universal Credit. She wasn't sure why she had to be moved over to the new system.

[Refugee]

For disability related benefits, many participants perceived the waiting period for award decisions as very slow and lengthy. A few also mentioned that the communication with DWP was deficient when looking for information about progress of an application during waiting times.

They [mother and daughter] described how they waited for ages for assessments to be made, during which time they heard very little from DWP about progress and strongly felt that they were left in limbo.

[Gypsy/Travellers]

Many participants reported that these long waiting times for getting payments and decisions caused them financial difficulties such as rent arrears, a need to use foodbanks, borrowing money to get by, getting emergency loans and/or homelessness.

The family had to wait 5 weeks for the Universal Credit to be processed: "we had no money to cover the waiting period". In these circumstances she went to a local support organisation and they advised that she applies for a Scottish Welfare Grant so that she would receive some money to be able to pay for basic items".

[Refugee]

All applications "took a very long time" - with PIP she had to wait for 9 months before receiving any money, causing significant financial problems including having to take an emergency loan.

[Gypsy/Traveller]

Difficulties with Universal Credit processes

Participants who had experiences of claiming Universal Credit commonly held negative views towards it. There was a view that the UC benefit was complex and many highlighted various challenges as part of its application processes. A few participants mentioned that UC system added more workload to clients as they need to frequently provide evidence on job searches and job applications to remain eligible to the benefit.

Many highlighted difficulties with the online application processes of the Universal Credit. Most participants mentioned that they needed support to complete the online application forms. Some also needed help to upload the required evidence of their job searches as part of the conditions to be eligible to Universal Credit.

Now she is on universal credit and has to go online to upload information regarding her job search. Her support worker assists her with the process as she finds it difficult to fill out information online. In particular, she finds it difficult as her English is poor.

[Refugee]

A small number of participants also mentioned that UC payments did not provide enough financial support to cover a minimum standard of living.

She said that the money [from UC] barely covers the costs for her children: "it's just for kids, there is no money left for women".

[Refugee]

As part of his application, he was denied housing benefit which led him to have rent arrears. He mentioned that there is no affordable accommodation, particularly while you are looking for work. His universal credit benefit also lasted for 3 months only, this barely helped him to make ends meet. It suddenly stopped, he wasn't sure why, but thinks this is because of changing policy towards European citizens. He was made homeless as a result of the benefits stopping all of a sudden as well as his rent arrears.

[Seasonal migrant worker]

Stigma from the benefit staff

Participants from the Mobile Populations group reported feeling stigmatised, misunderstood, judged and discriminated against by the DWP and Jobcentre staff and more broadly among other services.

Many participants indicated that there is stigma attached to applying for benefits. They felt judged when enquiring about benefit decisions. Participants also felt DWP and Jobcentre staff were unapproachable, unfriendly and indifferent to their specific circumstances.

A further barrier which exacerbated the ineffective communication with benefit staff was the lack of English proficiency by many refugees and seasonal migrant workers.

The participant suggested that DWP staff can have a prejudicial attitude towards refugees and that they are not sympathetic to their circumstances: "they don't like it that my English is not good".

[Refugee]

The participant felt that Jobcentre staff can often deal with clients with prejudice especially when their English is poor, or they come from another country.

[Refugee]

Participants also felt discriminated against by benefit staff as a result of their origin i.e. being a Gypsy/Traveller, a refugee or a European citizen. Some also felt staff did not understand the particular circumstances and challenges of belonging to those sub-groups.

From her dealings with the staff at DWP, she found them to be rude and misunderstand the difficulties and trauma facing the refugee community.

[Refugee]

He was not clear on what the eligibility requirements would be and felt that as he is a migrant that the DWP would look down on him. He felt that there was a stigma towards European citizens regarding claiming benefits.

[Seasonal migrant worker]

She recalled how she was asked a series of embarrassing questions as part of her PIP application and that these were asked in front of MECOPP which made it worse. This included questions about sensitive health issues like incontinence. She is certain in her own mind that there were prejudicial attitudes behind this "I really think it's because I am a Gypsy/Traveller".

[Gypsy/Traveller]