Social Security Experience Panels - Seldom Heard research programme: wave 2 report

Enablers and views on improvement of the benefit system

Positive experiences (enablers) around the benefit system were identified through the interviews and the online survey. Some participants shared their thoughts on how the system can be improved. Key enablers and views on improvement are outlined below.

Multi-channel access

Across the Seldom Heard groups, suggestions of having a range of choices to access information, to apply to benefits and to get support were conveyed. Many thought the provision of various channels of communication would suit the different needs, circumstances, and preferences of clients.

When asked about their preferences for getting information about benefits, survey respondents selected various methods: less than two thirds (63 per cent) said they would want to get such information online, a third (33 per cent) wanted the option of written information (such as leaflets or flyers). Similar number of respondents (21 per cent) also wanted to get information from organisation and professionals, Jobcentre Plus, and friends and family (see Table 8).

When asked how they would like to apply for benefits (Table 9), the majority (71 per cent) said that they would prefer online, a quarter (25 per cent), said they would like to apply face-to-face with the remaining 4 per cent favouring paper methods.

Similarly, interview participants had a range of preferences for how to access information, how to apply for benefits and how to get support. These included: online, written information, telephone, and face to face communication. They were also aware of the various preferences of other clients. Many also explained their communication needs resulted from their individual personal and health circumstances.

“The system needs to account for differences in circumstances, and personality, and education to be fair really.” (Vulnerable Groups strand, participant with HIV)

“Everything should be done by letter because a lot of individuals are of an age, especially above 50, where they are probably more suited to receiving written information instead of IT information, where they have to have a smart phone or something like that.” (End of Life strand, participant living with a lifelong condition)

“… [finding out about benefits] it depends on age, young people are all on computers and their phones and all their IT stuff, so certainly IT, but I still think like the older generation are more into like something to read and stuff, paper docs […] different methods for different groups.” (Carers and Care Experienced strand, kinship/foster carer and adoptive parent participant)

A small number of participants also highlighted that it would be useful to advertise information using various communication methods - such as TV adverts - to increase awareness and take-up of benefits. The provision of a helpline with all the information was also mentioned by a few.

Many participants and respondents suggested the provision of written information in the form of leaflets, booklets, posters and pamphlets by key workers such as social workers, health visitors, and housing officers. They also recommended to offer these in various places such as GP surgeries, NHS services, libraries, local authorities and benefit offices. Many wanted the written information to be delivered to where they lived.

“I think, when you get all of the information from the hospital about the medical side of things, there maybe could also be information that they give you about financial assistance. That would definitely help. Because that is something that could make a real difference to people.” (End of Life strand, bereaved participant)

“I like picking up a flyer so you can take home and read when you have more time. Maybe a flyer or poster in the library and at the doctors would be good too. […] maybe the midwife. Maybe she could come with like a pack of all the information on benefits that are out there and not having hundreds of places online to look for stuff.” (Carers and Care Experienced strand, single parent participant)

Some suggested offering information online using a dedicated and specialised website about benefits. Many stated the provision of information in government websites and social media platforms in a simple and clear format. Some preferred to complete applications and various benefit processes online. A few suggested giving information and support using an online chat function. Some recommended receiving benefit information and updates of applications by emails.

“…having an email or an online account might have been good for me, to read over things at night.” (Carers and Care Experienced strand, single parent participant)

“Everything on one website would help lots of people, makes it much easier. Not having hundreds of different places online! You know an online calculator would be a good idea. Something online that can show you what you are entitled too if things change instead of waiting for a letter telling you what’s going on.” (Carers and Care Experienced strand, kinship/foster carer and adoptive parent participant)

A small number of participants gave suggestions for people who are digitally excluded to the online benefit system. A few recommended offering digital devices with internet services to them. Others suggested to provide clients with support workers to train clients to use technology so they could use the benefit system online.

“Why not send specialist digital inclusion workers into hostels two or three times a week?” (Vulnerable Groups strand, homeless participant)

Some mentioned the telephone and texts as the main channel of communication for information and application processes. Others highlighted the need for face-to-face communication including video calls and home visits. They said in person communication helped to express their particular circumstances better rather than using paper forms. A few reported preferences to attend government offices as opposed to having staff visiting at their home.

“I’m always more comfortable over the phone because of my mental health. If I have to go in face to an appointment, I need to get someone to go with me to keep me calm. A friend or someone because I have mental health problems. On the phone I can just talk.” (Vulnerable Groups strand, prisoner participant)

“Someone with mental health or mobility issues, obviously a house visit would be more beneficial to them...” (Vulnerable Groups strand, homeless participant)

“I’m a big one for like face to face contact because anybody could be typing behind a screen […] generally speaking, face to face is so much easier and I think you would need a lot less information about the person if you actually just spoke to them face to face, or through a Facetime call or things like that, I think it would make the process a lot easier.” (Carers and Care Experienced strand, care experienced participant)

Comprehensive and streamlined information

Many participants highlighted the importance to provide information that is accessible, easy to read, clear and in plain English. They said the information should contain comprehensive information about eligibility, levels of funding and various application processes. A few said that the information should also include benefit eligibility based on age range and specific circumstances.

“…just having clear information available and making sure that things like websites and any publicity materials are clear and easily accessible. […] So, I think having information that’s clear about who’s eligible, that’s clear about what levels of funding are available, and on what basis I suppose would be good, you know, as with anything just being clear and making sure that the information is written in plain English and stuff like that would be good. (Carers and Care Experienced strand, kinship/foster carer and adoptive parent participant)

“… explain it a bit more simpler for people who maybe don’t understand what some of the stuff they’ve got written on the website means, because it can be quite confusing to figure out what you could be entitled to, and I think some people don’t apply for some stuff because they don’t think they would be entitled to it, when they actually are.” (Carers and Care Experienced strand, young parent participant)

Many suggested the provision of a dedicated point of contact which focuses on giving all the information and support about benefits. This dedicated staff can give help to navigate the benefit system and signpost services that can be useful to the client and their particular circumstances.

This dedicated service could be in the form of a ‘one-stop shop’, ‘drop-in’ service or ‘benefit’ ambassadors. A small number of people suggested this staff to be in benefit offices or key services that they usually attend such as local communities, hospitals, etc.

“It would be good if all the information on benefits were in one place, like a one stop shop.” (Carers and Care Experienced strand, care experienced participant)

“Perhaps having benefits ambassadors. People that can support new claimants into the system, help people if they are not digitally aware. […] But I think that having some side of having a person help you navigate through. […] Really simple questions, plain English, really efficient, listening and clear. It’s absolutely essential when you have this change is life circumstances.” (Vulnerable Groups strand, participant with HIV)

“…if they had one hub to every benefit that you could get, which is probably not easy to get but, or at least like a signposting service or something where they’d say, ‘OK you’ve applied for this, did you know you’re eligible for this, this and this?’” (Survivors of Abuse strand, survivors of abuse participant)

A single point of contact and joined-up services

Some suggested having a single point of contact to avoid repeating their personal experiences, needs and health conditions. They also recommended a single point of contact as it would simplify the benefit system, help to have a clear communication and reduce waiting times. A few highlighted that having an allocated single case officer would avoid reliving their traumatic circumstances.

“But the people who are dealing with you [at DWP] just don’t seem to understand just how much going over it all again and again it’s like reliving the accident over and over again. […] What they should do is simplify things; you should just have one person to deal with everything you can get.” (End of Life strand, participant living with a lifelong condition)

“A consistent point of contact would be good, because having to be on the phone for 6 and a half hours is time consuming. If you could leave a number for them to call you back that would be better too…” (End of Life strand, participant with terminal illness)

Some participants mentioned that benefit staff should provide guidance and signpost specific services that support the needs of specific groups. A few stated the need for various services to be more joined-up to help access and navigate social security services as a whole.

“I do think, and this is a broader thing, there should be just one place to call for help. There are hundreds of charities for ex-forces. I know there is meant to be a Veterans Gateway and then we have a Veterans Charter, but it does need to be more joined-up.” (Vulnerable Groups strand, veteran participant)

“There was no link between being an NHS patient and having a terminal disease and your being notified that you are entitled to benefits. So, that could have been better joined-up.” (End of Life strand, bereaved participant)

A small number mentioned their preferences for specialised benefit staff who provide them with benefit information and support for their specific circumstances and health conditions.

“So, in an ideal world they would have somebody there available to help you fill the thing out online or to make that phone call or to fill in the paper form, whatever it is. But that they’d know your individual circumstances before they do, and offering additional assistance for those that are fleeing domestic violence, because many times, most times they’re leaving with the clothes on their back.” (Survivors of Abuse strand, survivor of abuse participant)

“I think the main thing is having a team that really just deals with terminal illness and linked benefits and bereavement. I think that’s the main thing that I would add is important.” (End of Life strand, bereaved participant)

A few participants highlighted the need for a fast-tracked process for accessing benefits in the context of terminal illness and progressive health conditions. They mentioned that different services could communicate evidence and information to each other to simplify and speed up benefit processes.

“At the point of diagnosis, the patients’ particulars should be sent to the DWP with the diagnosis from the consultant and there should be a fast-tracking process so that the patient is not required to interact with the DWP or at least only to provide very few details. But, if the application was made on behalf of the patient automatically, and the relevant reward was given in a relevant timescale (i.e. within a matter of weeks) that would then minimise the stress to patients in completing these forms, minimise the stress to the patient in having to chase these things up and would leave the patient to deal and cope with what is really a life altering diagnosis.” (End of Life strand, participant with terminal illness)

Specialist and empathetic benefit staff

Many participants wanted the benefit staff to be fully trained and have regular updates on the system so they can provide comprehensive information about benefits, interaction across benefits and benefit changes.

“I think if everyone was actually trained on what the benefits currently are, because they change so often and I feel like no-one actually knows what the rules are.” (Survivors of Abuse strand, survivor of abuse participant)

Many also mentioned that staff should be trained to understand the specific circumstances of different groups such as survivors of abuse, terminal illness and bereavement. They reported that the benefit staff should be knowledgeable about health conditions, including those which are fluctuating and chronic. They also said that mental health conditions and their adverse effects needed to be better understood by benefit staff.

"I think there needs to be some staff training around trauma, because if someone comes in and is abusive towards you – obviously nobody should have to put up with that – but it might make it easier if staff were trained not only to deal with it and diffuse it, but the motivations behind it as well.” (Vulnerable Groups strand, homeless participant)

“Education. Yeah, education in mental health, education across the board. And people who know and have an understanding what it’s like to live with HIV, what it’s like to live with a mental health issue, rather than someone with no idea what it’s like to have these illnesses.” (Vulnerable Groups strand, participant with HIV)

Many noted the need for the benefit staff to listen to their circumstances and be caring and understanding of those. They mentioned that the benefit staff should treat the client with fairness, dignity and respect. Others mentioned that staff needs to be empathetic when communicating information and helping people with application processes.

“…you’re not judged based on what’s happened to you or whatever; and you’re treated fairly whether it’s a physical illness or a mental health illness or whatever the reasons are that you need help. […] Coming to it with compassion rather than like, irritation that you exist almost.” (Survivors of Abuse strand, survivor of abuse participant)

A few mentioned that when the benefit staff communicate with compassion and without stereotyping clients, clients would respond more positively to the interaction too.

“That’s the first thing that needs to change, that pigeon-holing people. Marginalising people and saying ah they’re homeless, they’re an addict, They’re mentally ill. If there’s one place that shouldn’t be judging you for stuff like that it’ the benefit system.” (Vulnerable Groups strand, homeless participant)

“But really if Scotland are going to take over these [social security] services, I would hope it was done better so there is a bit of humanity behind it. PIP applications are about people who are vulnerable. […] They should realise showing a bit more humanity would get more out of people. It’s more appropriate when dealing with vulnerable people....” (Vulnerable Groups strand, participant with HIV)

Waiting times and frequency of payments

Many participants proposed reducing waiting times between application and payment so clients could prevent financial hardship and minimise the length of financial uncertainty.

“I don’t know what would make the benefits system better. I suppose the speed of payment wating for payments is hard. You are anxious already and then there is that uncertainty.” (Vulnerable Groups strand, prisoner participant)

A few said they prefer having monthly payments, others noted they preferred the payment fortnightly. A small number of participant also highlighted the potential issues with no having weekly payments for some clients. A small number of participants suggested that there should be options with the frequency of payments as it depends on individual circumstances.

“I think giving people payments more regularly would help, people need them every week or fortnight, not every month. Because day to day you are having to scrape an existence.” (Vulnerable Groups strand, prisoner participant)

“I prefer, personally to get it all at once. I think it would be easier if it was week by week but I personally, I would mess it if it was week to week. So, I do it in bulk and then for the month it’s like ‘Right, you’ve got this amount, here’s what you need’. If it was week by week, you’d think it’s not that much, it’s not a big deal, I’ve just got to wait another week and you might end up getting stupid things like buying a pizza or whatever. I’m fine with budgeting myself but maybe people who’ve got mental health issues might need help with budgeting.” (Vulnerable Groups strand, homeless participant)

A few suggested that the value of the benefit should increase to cover a minimum standard of living. They consider the current level of benefits to be too low.

“Nobody can live comfortably on the amount they get month to month through benefits at the moment. So, they need to think about the level of payment, as well as how often you get it.” (Vulnerable Groups strand, prisoner participant)

“The only other thing I would say is just that the amount of benefits is so low. £409 is a struggle even with cutting right back on everything but the essentials. I would say to the government to give people enough to live in dignity and get themselves back on their feet.” (Vulnerable Groups strand, homeless participant)

Simplification of processes by tracking applications, reducing waiting times and storing information

A few recommended the ability to track progress and updates of their applications. A few had positive experiences related to being given updates and reminders by email and texts. A small number of participants highlighted the need to have more updates so they can manage their finances better and feel less uncertainty. They also noted that tracking progress and having more frequent updates assures more transparency in the processes.

“…there really should be regular updates for people. […] Maybe just a more transparent process really.” (Vulnerable Groups strand, homeless participant)

“Something to track progress, so you know where you are along the line. And people need to know to be able to budget, especially people with children.” (Vulnerable Groups strand, participant with HIV)

“I think, as well, having some more information about the status of things, like a ‘live monitoring’ of where things are at with different payments and benefits, that would be good. And something that tells you what you have to do still, in case you forget.” (End of Life strand, bereaved participant)

Some suggested shortening the waiting times between application and payment so clients could avoid financial difficulties. A few mentioned that if all the required information for an application is provided the long waiting times could be reduced.

“So yeah, if they could cut down on the wait times for people where they don’t have to go for emergency loans and things like that to make it through.” (Survivors of Abuse strand, survivors of abuse participant)

“Just, again, I think if you’ve given them all of the information they need [for a Funeral Assistance application] then it shouldn’t take four weeks for them to let you know if you’re gonna get it or not. Especially if they’ve got all the information they need from the undertaker as well. Maybe just quicker and letting you know what’s happening more [i.e. more regular updates].” (End of Life strand, bereaved participant)

A few participants thought it would be useful if personal information and evidence of the client could be stored centrally so they could avoid repeating their circumstances. It would also prevent requesting the same information or evidence from clients who are already in the benefit system.

“If Scottish Government are taking over it should help, if [personal information] it’s not all scattered all over the place, that would help. And if records are central, it will avoid having to repeat yourself in different forms and to different people, and for the professionals I guess too.” (Vulnerable Groups strand, participant with HIV)

A few mentioned that by storing information about the client, the benefit application processes would be simplified and improved. A small number of participants also noted that recording and storing information can trigger further specific support to the client.

“[recording personal information] so that would let everybody know that you’ve fled this domestic abusive relationship and could flag up other benefits you may qualify for other needs you may have. They could direct you ‘cause some women may not go out into Women’s Aid or to whatever Women’s Aid and may not know where to go to get help and you know, they could signpost them to those places and give them information on those aspects as well.” (Survivors of Abuse strand, survivor of abuse participant)

“I suppose people who do have disabilities…like everything that’s sort of recorded or like they need extra support, I suppose that maybe is there for them already…” (Carers and Care Experienced strand, single parent participant)

Assessments and renewals

Some participants suggested that health assessments should be carried out by medical professionals as they have the expertise to understand physical and mental health conditions and their impact on daily living.

“Get doctors, real ones, not people who’ve done a few weeks of training. Just get actual verified real Scottish doctors so that when people are in Scotland, and they’re seeing a doctor, there’s no ‘Oh I didnae understand them’. If they’re looking to cut out fraud, make it a situation where there’s no way for that to occur.” (Vulnerable Groups strand, homeless participant)

Some mentioned that medical evidence provided by hospitals and GPs should be given more weight in health assessments and award decisions. A few suggested that benefit staff should directly ask for the evidence from medical professionals to simplify the process.

“… maybe just getting permission from me to just contact my health care team directly and cut me out where they can go directly to get the information that they need.” (End of Life strand, participant living with a lifelong condition)

“I don’t understand why they can’t just see what your condition is, and what surgery you’ve had and what your diagnosis is and then base the awards on that, without asking all of the questions. It should be clear, I think, based on the medical information.” (End of Life strand, participant with terminal illness)

A few argued to reconsider the frequency of assessments for clients who have long-term conditions which are unlikely to change.

“…the other thing would be the award length, rather than two or three years. Because if you’ve got certain issues, there’s no cure. Like my headaches, they’re constant, they’re 24/7. So just make the awards a bit longer. Because when that comes up, that’s when your anxiety gets up.” (Vulnerable Groups strand, participant with HIV)

Flexibility in the system and wider support

A few participants highlighted that the benefit system needs to be designed with more flexibility so individual situations and sudden change of circumstances are taken into account. They mentioned that by focusing on individual circumstances as opposed to ‘universal’ situations, the benefit system would avoid some people falling in financial hardship.

“I think everyone’s circumstances have to be dealt with differently - there’s definitely not a ‘one size fits all’.” (End of Life strand, bereaved participant)

“…just not assuming everyone’s the same. Having one model for everyone to access UC, it’s ridiculous. It automatically puts people into debt ’cos it can be more than 5 or 6 weeks waiting for their first payment or because they get advance payments. […] it needs more than one model, especially as it’s rolled out across the country.” (Vulnerable Groups strand, homeless participant)

“Treat people as individuals, with individual circumstances. There’s no such thing as universal conditions. People have different needs, abilities, circumstances.” (Vulnerable Groups strand, prisoner participant)

Some participants recommended the provision of specialised and wider support alongside the help with benefit payments. A few mentioned that the benefit system could provide an integrated plan for a client so they can be helped in a more comprehensive way.

“…I suppose it is more like a casework model but done properly. That you have a go-to person or team that would handle not just the money side of things, but also the health side if disability was the reason you were unemployed. To look at things like tenancy, housing. We’re calling it social security so the social aspect of it as well, like what kind of emotional support do people get. It’s not enough to give someone a couple of hundred pounds a month and leave it at that. […] the system should be more integrated with social care in general. Show there’s a plan to stop them falling back into crime or addiction, get them out to NGOs that help people in the community.” (Vulnerable Groups strand, homeless participant)

“Skills and training are as important as money. The benefits system should not just think about money, it should be connected to things that help you get a leg up. There needs to be a connection between benefits and other things.” (Vulnerable Groups strand, prisoner participant)

A few suggested the provision of specific and tailored employment support. With that support they mentioned clients could develop skills and have access to training opportunities to be better prepared to get jobs. A small number of participants mentioned further services related with social care, crime and addiction prevention.

“If there was a system where you’re on benefits and then you’re able to sign up for training or work experience, if it could go like that I think half the people in the street would be off the street in three or four years.” (Vulnerable Groups strand, homeless participant)

“…there’s a lot more that could be done to help people, it’s not about giving people money. They need more in place to help kids now so they don’t get into drugs, get into problems with addiction, losing their homes.” (Vulnerable Groups strand, homeless participant)

“Benefits are only part of the picture too, there needs to be training and there needs to be opportunities.” (Vulnerable Groups strand, prisoner participant)

Third sector support

As mentioned earlier in the report, support from third sector organisations contributed to positives experiences with the benefit system. Many participants and respondents mentioned how they were helped by support workers from third sector organisations on different aspects such as providing clear information, completing applications correctly and attending assessments and appeals.

“Having someone to help you, like I’ve had a benefits worker from Macmillan, someone to support you and fight your corner. I think they need to know that can be important to a lot of people, to have that.” (End of Life strand, bereaved participant)

“…when I was applying for benefits the last time, I went into Streetworks in Edinburgh. They helped me with everything, they went on the computer. I just couldn’t have done it myself, I can’t work on a computer, I would have gotten enraged and frustrated with what they asked me. But they knew what they were doing and they were calm. It really helped.” (Vulnerable Groups strand, prisoner participant)