Carer benefits evaluation: phase 1 - annex A - mixed methods research

4. Impact of Carer Support Payment

Introduction

This chapter assesses the early impact of Carer Support Payment, drawing on data from both applicants and case transfer clients. It is broken down into the following sections: recognition of the caring role; the level of payment provided; stability of support; impact on other benefits; accessing opportunities outside of caring; impact on the cared-for person and wider family; impact on carers who have health issues; and views and experiences of the social security system.

Recognition of the caring role

Feedback from respondents demonstrates that Carer Support Payment has had a meaningful impact on how individuals perceive the recognition of their caring responsibilities. Eighty per cent of survey respondents (98) reported that Carer Support Payment makes them feel that their caring role is recognised.

Interviewees explained that Carer Support Payment makes them feel that their caring role is acknowledged - not just in terms of financial support, but in the way the government understands and values their contribution.

“I guess it always helps to know that another aspect of the government is still thinking about you.” (Case transfer client)

Respondents spoke about the emotional and physical demands of their role as a carer, and how Carer Support Payment affirms the hard work and dedication involved.

“It is really hard work… I do think that it's a really good payment to receive for the hours of work that I do put into my daughter, over and above being a mum.” (Case transfer client)

“It recognises not only are we parents, but we are a sole carer and guardian of our children… it kind of makes us feel a bit more recognised and a bit more rewarded.” (Successful applicant)

“It just makes you feel like oh, I’m actually, what I'm doing is being recognised… That meant a lot.” (Successful applicant)

The way Carer Support Payment is framed was also important. One respondent appreciated that it did not feel like a traditional benefit, but rather a recognition of their role as full-time carers.

“It feels less like a benefit… It feels like they understand. No, you're a full-time carer. So this is why we're giving this to you… we appreciate that you are working hard.” (Case transfer client)

Young carers, in particular, value the recognition of their dual responsibilities.

“It's nice that they've recognised young carers that even though they are studying, they still have to care for people.” (Case transfer client)

This acknowledgement was seen as empowering and inclusive, helping carers feel their role is recognised and supported regardless of their age or circumstances.

“The principle of the state paying people who are unpaid carers, brilliant.” - (Social Security Scotland staff member)

“It does, I know it makes some people feel like they're doing a good enough job… It's a good feeling.” - (Case transfer client)

Views on the level of payment provided

While many carers appreciated the financial support provided by Carer Support Payment, others commented, unprompted, that the payment is too low to recognise the value of their role. Some felt that the financial support does not reflect the time, effort, and emotional labour involved in caring.

These views suggest that there may be a degree of misunderstanding among some clients about the intended purpose of Carer Support Payment. It is important to note that Carer Support Payment is designed to offer recognition of the caring role and the impact this can have on an individual’s ability to work and to help replace some of the income that carers lose as a result of caring. It is not intended as a payment for the care provided. While the evaluation did not specifically aim to assess perceptions of Carer Support Payment’s purpose, these findings are nonetheless important to report, as they highlight how carers interpret and experience the support provided.

“The money that you receive, it does not justify the time, the effort... It's hard. I am very grateful, however I think this should be looked at with a significant increase in payments.” (Successful applicant)

“You couldn't survive on that alone, 80 odd pound a week. You couldn't survive on that in this day and age… It's a payment, but it's not a payment for what the job really is.” (Support organisation)

“I think it is abysmal… I don't think it's reflective of what we have to give up in any remit… but it's something.” (Successful applicant)

Respondents also emphasised that many individuals spend a significant number of hours per week on caring responsibilities, yet receive a payment equal to a fraction of the minimum wage.

“It works out as less than £3 per hour, really. What you’re entitled to per week would be less than what one carer would be paid coming in for one shift.” (Successful applicant)

Similarly, some carers felt that Carer Support Payment does not fully recognise the extent of the responsibilities of those who care for more than one individual.

“It should take into account whether a carer is responsible for more than one member of the same family/household - in my case, my wife and youngest (adult) daughter." (Case transfer client)

“The amount only being able to claim for caring for one person… I have three disabled children… I can’t work with being so much in demand with my children. Feel we’re on the breadline getting by.” (Case transfer client)

These comments reflect a broader concern that while Carer Support Payment offers some financial relief, it does not fully compensate for the economic and personal costs of caring. Many respondents suggested the payment should be increased to better reflect the value and intensity of the work carers do.

Stability of support

Figure 4.1 shows that 87% of survey respondents (84) described Carer Support Payment as a stable source of support.

Despite the above discussion about the amount provided by Carer Support Payment, one of the most commonly reported impacts of Carer Support Payment was an improvement in financial stability. Respondents explained that the regular payments helped ease financial pressure, allowing them to better manage and plan household expenses. This stability not only supported day-to-day living costs but also contributed to improved wellbeing by reducing money-related stress.

“I think knowing that you have that money coming in takes the pressure off. You know, I think it's supposed to impact on financial wellbeing. Because I think otherwise, you know, it relieves money worries for me. I think it just lessens something else for me to worry about, knowing that I have that payment coming in.” (Case transfer client)

“I know when it's due in and I can plan what bills I need to have paid when, so I can work all that out. It's peace of mind.” (Case transfer client)

“It's definitely I would say cleared my feet a wee bit... I think when you can get things working properly, like as in you pay your bills you get in a routine, you know what you're doing.” (Successful applicant)

“It's just a bit of a safety net, really.” (Successful applicant)

Other than the difficulties outlined in the previous chapters surrounding the case transfer and application process, clients reported that, for the most part, when payments started, they have been received when expected with no gaps or breaks.

“They said the date it would be paid and… then I got the next payment on the date they said and it's paid in monthly .” (Successful applicant)

“Every time I've checked, on the dates that I can remember, I'm pretty sure the money's been in.” (Successful applicant)

Respondents frequently described how Carer Support Payment reduced the pressure to seek or maintain employment while managing demanding caring responsibilities. For some, the payment allowed them to be more present for the person they care for, without the added stress of juggling work commitments.

“Getting Carer Support Payment has allowed me to be there for my son… I don’t have the stress of juggling a full-time job and caring for him and his needs.” (Case transfer client)

“I need to be around for the kids. It does hinder what other work I can do, so yeah, it is a help financially.” (Case transfer client)

“It is a good thing and enables me to be here and not have to go out to work and, you know, just gives me a bit more financial security.” (Successful applicant)

The regularity of the payment was particularly valued by carers with variable or reduced income.

“My income plummeted… I don’t start work until the afternoon. Inevitably, I’m just not at work enough to have that regular amount. And it’s regular, which Carer Support Payment is… That’s very helpful.” (Successful applicant)

“When there are months when you can’t get into work it’s awful getting nothing for myself… it makes things a bit easier just to know that you’ve got a bit of money coming in.” (Successful applicant)

A few carers highlighted that being recognised as a carer through receiving Carer Support Payment helped in their interactions with other agencies, changing some requirements for activities such as seeking work. This allowed them to focus on their caring role.

“It stops the pressure from the Job Centre to be looking for work while trying to care for someone.” (Successful applicant)

Support organisations also highlighted the practical value of Carer Support Payment in helping carers establish their role in the broader system.

“It defines people as a carer and they feel as though they're getting an allowance for that caring… they’re defined [as a carer] rather than a job seeker.” (Support organisation)

Impact on other benefits

Over two-fifths (43%, 54) of survey respondents said that Carer Support Payment has impacted other benefits they receive.

As noted in Chapter 2, many carers reported that receiving Carer Support Payment led to reductions in their Universal Credit payment, with some stating that the amount deducted was greater than Carer Support Payment itself. As noted below where a carer who receives Universal Credit is awarded Carer Support Payment, the intention is that their Carer Support Payment will reduce their Universal Credit at a rate of £1 per £1. This left some individuals feeling no better off financially.

“The equivalent amount is taken off Universal Credit which feels like I am caring full-time for free.” (Case transfer client)

“I wish Universal Credit wouldn't discount all the money I get as a carer” (Successful applicant)

There was concern around Carer Support Payment being treated as an income for Universal Credit calculations, with some carers and support organisations calling for it to be a protected benefit.

“Carer Support Payment is treated as income when calculating Universal Credit, which I feel is wholly unethical.” (Support organisation)

Some respondents were unaware that Carer Support Payment would affect their Universal Credit payments, leading to confusion and unexpected financial impacts. Others found the system unclear and difficult to navigate, expressing frustration at the lack of transparency and consistency.

While some carers accepted the deductions as part of the wider benefit system, others felt that the interaction between Carer Support Payment and Universal Credit should be reassessed.

“I understand taking some out because it's basically classed as a job, but I think the amount that they remove is a little bit extensive… £360 is quite a lot of money to be deducting.” (Case transfer client)

Policy details: Carer Support Payment and Universal Credit interactions

Feedback from the research highlights some confusion around Carer Support Payment interactions with Universal Credit. Further information is provided below on how the benefits interact and some known issues.

Carer Support Payment, like Carer’s Allowance, is an ‘income-replacement’ benefit. This means it is treated as income in ‘income-related’ benefits like Universal Credit. Where a carer getting Universal Credit is awarded Carer Support Payment, their Carer Support Payment will reduce their Universal Credit at a rate of £1 per £1. The full rate of Carer Support Payment is £83.30 a week (2025-26 rate).

At the same time, a Carer Element can be added to the Universal Credit award in recognition of the caring role, if the carer was not getting this already. The Carer Element is worth £201.68 a month (2025-26 rate). Carers getting Carer Support Payment on the relevant qualifying dates will also receive Carer’s Allowance Supplement (two payments of £293.50 in 2025-26).

Overall, this means that while getting Carer Support Payment will reduce the amount of Universal Credit a carer will get, carers should be better off overall because of the combined support they receive across the three benefits – Universal Credit including the Carer Element, Carer Support Payment, and Carer’s Allowance Supplement. Carer’s Allowance Supplement has no impact on Universal Credit.

There are, however, some known issues in relation to Carer Support Payment interactions with Universal Credit:

1. Where a carer receives a backdated award of Carer Support Payment, there is no way at present that the payment of Carer Support Payment for the past period can be used to ‘offset’ the overpayment of Universal Credit that would be created (as Universal Credit would need to be reduced for the past period). When carers receive backdated payments, particularly where these are large sums, this can have a significant impact on the Universal Credit award for the assessment period in which these are received, and some overpayment recovery may be required. While, as set out above, the carer should be better off overall across all forms of support, overpayments and overpayment recovery can be a cause of concern and may be confusing. Information is provided on Mygov (Who you should tell about Carer Support Payment - mygov.scot) for carers on how Carer Support Payment – and backdated support in particular (Backdating Carer Support Payment - mygov.scot) – can affect Universal Credit.

2. Some carers getting Universal Credit faced issues when their benefits transferred from Carer’s Allowance to Carer Support Payment. In some cases, Universal Credit counted both Carer’s Allowance and Carer Support Payment in the same Universal Credit assessment period even though there was no actual overlap in the payments. This meant that for some carers, Universal Credit was reduced by more than it should have been until the situation was resolved, and some of their other benefits may also have been affected.

3. Processes within DWP for Universal Credit mean that where a carer is awarded ‘underlying entitlement’ to Carer’s Allowance or Carer Support Payment (where they are awarded one of these benefits but receive no payments), their Universal Credit is adjusted as if they are getting payment in full. This is then adjusted again when the carer contacts DWP to confirm the award is one of underlying entitlement only. When carers with underlying entitlement to Carer’s Allowance who were also receiving Universal Credit had their benefits transferred to Carer Support Payment, this process meant that the Carer Support Payment was treated as being paid in full from the point of transfer. This meant carers getting no payments of Carer Support Payment had to contact Universal Credit to update them and would have received a lower rate of Universal Credit than they were entitled to until this was resolved.

Accessing opportunities outside of caring

More positively, Figure 4.2 shows that 49% (49) of survey respondents agreed that Carer Support Payment helps them access opportunities outside of caring, such as education and employment.

For some, receiving Carer Support Payment gave them the confidence and financial breathing space to consider future opportunities, such as training or part-time study, which had previously felt out of reach due to the demands of caring and financial constraints. One carer said the payment enabled them to take part in a part-time qualification:

“Being in receipt of Carer Support Payment allowed me to do an SVQ from home… it was only open to unpaid carers… so I was able to do that which is amazing.” (Case transfer client)

This opportunity also connected them with additional support from a local carers’ organisation, further enhancing their ability to engage in learning.

Impact on the cared-for person and wider family

Carer Support Payment has enabled some respondents to access other opportunities and experiences outside of their caring responsibilities - many of which would have been financially out of reach without the support. These opportunities included short breaks, family outings, hobbies, and small treats that helped improve quality of life and wellbeing.

Some respondents spoke about being able to afford occasional extras, such as takeaways or toys, which brought joy and relief to their households.

“It just means that maybe every so often we can just get a wee takeout or a wee something just, you know, because we've got that wee bit of money.” (Case transfer client)

Others highlighted the positive impact on the person they care for, noting that being able to go out and engage in activities helped reduce stress and improve sleep:

“It gives me extra money to be able to take him out at the weekends… it’s a little bit easier to get him to sleep at night.” (Case transfer client)

The payment also allowed carers to provide meaningful experiences for their children, such as days out or activities that help them feel included and supported.

“I get to treat my wee boy with it… it gets him a nice day out at the end of the month and stuff like that and it helps me out a little bit as well.” (Successful applicant)

Carer Support Payment has also helped some carers meet the specific needs of the person they care for, such as dietary or sensory requirements, which often come with additional costs. One respondent explained how the payment allowed them to buy suitable clothing and shoes for their child with sensory sensitivities:

"When it comes to, for example, food and clothing especially, it helps because some of his clothing can be on the slightly expensive side... the extra little bit of money helps to go towards the slightly more expensive things that he kind of has to have.” (Successful applicant)

“As soon as you put sensory in front of something, as soon as you put disability, or autism, ADHD, whatever, in front of something the price just goes straight up. And there is no support. I haven’t had any support to get help towards that, apart from this money.” (Successful applicant)

Carers also use Carer Support Payment to afford items directly supporting their caring role, such as specific products like oils and ointments, or fuel for hospital visits. Some respondents mentioned that Carer Support Payment enabled access to discounts or services that would otherwise be unaffordable, helping them manage costs more effectively.

Impact on carers who have health issues

Some carers who have health issues themselves reported that managing their own health conditions alongside their caring responsibilities can be particularly challenging.

“It impacts [the caring role] a lot. I find it really difficult… My husband is prone to falling. That's one of one of the things that's wrong with him so I'm struggling to get him up. In the hot weather, I've really struggled to be able to do as much as I want to do. I still do it but it impacts me, it impacts my health.” (Case transfer client)

These carers noted the positive financial impact that receiving Carer Support Payment has on them, and some receive disability benefits themselves as well as support from health professionals.

“Financially, it has helped me getting [Carer Support Payment].” (Case transfer client)

Others, however, noted a lack of additional financial and practical help for managing their own health conditions alongside their caring responsibilities.

“All we got was the practical advice [about managing the health condition]… But actual [financial] help, no, there's been nothing.” (Case transfer client)

Others described masking their own conditions to avoid distressing the person they care for, or struggling due to limited local support.

“I’ve masked my autism and my ADHD for years, so what I try to do is I don't show it off as much in front of him because then he can pick up on it.” (Successful applicant)

“There’s very limited support where I live because I live in the countryside and there's no family nearby.” (Successful applicant)

Despite these challenges, some carers acknowledged receiving helpful and responsive support, particularly when navigating changes to their awards.

“I believe my rate actually went up and they've been nothing but helpful or whatever. If I've needed to contact them for an award letter to send someone else to prove whatever, they've given me that right away. So I've had all the support, but a while ago when that one switched.” (Case transfer client)

However, the feedback indicates that while Carer Support Payment provides some financial relief, carers with health issues may still face significant gaps in support.

Views and experiences of Social Security Scotland

Feedback from clients indicates, on the whole, a positive relationship with and trust in Social Security Scotland. Nearly three-quarters (74%, 91) have a good relationship with the agency. Many described Social Security Scotland staff as approachable, helpful, and more supportive than other government agencies they had dealt with previously.

As mentioned in Chapters 2 and 3, most applicants and clients whose benefit was transferred from DWP to Social Security Scotland reported their interactions with Social Security Scotland were aligned with the agency’s principles of dignity, fairness and respect. Respondents described the service as respectful, supportive, and responsive. Clients appreciated the willingness of Social Security Scotland staff to help and adapt to individual circumstances.

“I don't feel like the process or like the information regarding it has ever been done in a way that makes me feel kind of patronised… I feel quite supported by it.” (Successful applicant)

“So there was a willingness to be flexible here to consider the context. So I really appreciated that.” (Successful applicant)

Respondents emphasised the ease of communication and responsiveness of staff, noting that queries were handled quickly and efficiently.

“They’re really good at just being able to phone ask some questions.” (Successful applicant)

“There wasn’t even a notice to say ‘your call is in a queue’… They pretty quickly accessed my case and were able to identify the problem and rectify it.” (Successful applicant)

Some respondents also praised Social Security Scotland’s customer service, describing it as positive and person-centred. Others described having a better experience with Social Security Scotland compared to other support agencies.

“[Social Security Scotland] is a friendlier, positive ‘we’re here to help you’ experience.” (Case transfer client)

“You can generally feel a bit more looked after… a bit more approachable.” (Case transfer client)

“Five stars all around to Social Security Scotland from this household.” (Case transfer client)

“I just felt these are very approachable people… they were happy to help on the call. It was like, you know, nothing's too much trouble.” (Case transfer client)

As discussed in Chapters 2 and 3, the consensus was that Carer Support Payment, as well as the application and case transfer processes, are delivered in accordance with dignity, fairness and respect.

However, there are some aspects of Carer Support Payment, particularly around the clarity of communications and timeliness of determinations, that could be improved to further enhance alignment with dignity, fairness and respect.

Similarly, as noted in Chapters 2 and 3, most interviewees praised individual Social Security Scotland staff for their approach, but examples of areas where individual advisers could improve the way they engage with clients were also evident.

“I think staff dealing with their clients could be better and a more timely and more pleasant manner. Overall, I think the staff that I've spoken to have been very pleasant, very knowledgeable. But I know a lot of clients have had issues where the phone's just getting put down.” (Support organisation)

Chapter summary

Carer Support Payment has significantly improved carers’ sense of recognition, with many feeling that their role is finally acknowledged and valued - not just financially, but emotionally and socially. Carers felt respected and appreciated, with the payment affirming their identity and dedication. However, some said the payment did not fully reflect the intensity of their responsibilities, especially those caring for multiple individuals.

Financial stability was another key theme, with respondents reporting that the regularity of payments helped ease money worries and allowed for better planning. The payment reduced pressure to seek employment and enabled carers to focus on their responsibilities. Yet, concerns were raised about the interaction with Universal Credit, with some carers experiencing deductions that left them feeling no better off financially or confused about the system.

The payment also positively impacted the cared-for person and wider family, enabling access to outings, hobbies, and essential items that improved wellbeing and inclusion. Carers used the payment to meet specific needs such as sensory-friendly clothing, dietary requirements, and travel costs. These contributions helped make everyday life more manageable and meaningful.