Carer benefits evaluation: phase 1 - case transfer and Carer Support Payment
This report covers findings from Phase 1 of the carer benefits programme of evaluation. This phase covers individuals’ experiences of the case transfer process from Carer’s Allowance to Carer Support Payment, and individuals’ experiences of applying for and receiving Carer Support Payment
3. Findings – Case transfer
This chapter explores evidence from the data sources described in the methodology chapter to evaluate progress towards the short-, medium- and long-term policy outcomes for case transfer. Where there is overlap between different outcomes within the relevant section, these are discussed together.
3.1 Process (immediate) outcomes
3.1.1 Individuals notified of intention to transfer, the process, payment schedule and/or any delays to this (e.g. extension to process) and reasons for this
Policy detail: Communications during the transfer process
Once a case had been selected for transfer from Carer’s Allowance to Carer Support Payment, the client should automatically have received an introduction letter. The letter provided details of the transfer process, including the timescale for the transfer and the date that the client’s Carer Support Payment award would begin.
The typical window for the case transfer process to occur was between 13 and 17 weeks. Once an award had been transferred, a transfer determination was made and an outcome letter was issued to the client. This letter let them know their payment amount and dates, and included information about re-determinations and appeals. Both letters provided signposting information and details about how to contact Social Security Scotland.
Communications received
The Client Satisfaction Survey asked case transfer clients about the communications that they received during the transfer of their award. More than three quarters (77%) of respondents agreed or strongly agreed that the communications they received from Social Security Scotland about the transfer process were clear and easy to understand. Around a quarter (13%) neither agreed nor disagreed, and 10% disagreed or strongly disagreed (n=4073).
These figures showed some variation by age, with only 71% (n=984) of those aged over 65 agreeing or strongly agreeing that the communications were easy to understand, the lowest proportion of any age band (Table 1). Similarly, while overall three-quarters (74%, n=4019) of case transfer clients agreed or strongly agreed that the communications they received helped them to understand what was happening and why in the case transfer process, this dropped to two-thirds (66%, n=971) for those aged over 65 (Table 2).
One possible reason for this is that clients aged over 65 are more likely to have been awarded underlying entitlement. This emerged as an area of confusion for some clients during interviews and is discussed in more detail in Section 3.2.4 and Section 4.2.1.
| Response options | 16 to 24 (n=26) | 25 to 34 (n=159) | 35 to 44 (n=591) | 45 to 54 (n=895) | 55 to 64 (n=1319) | 65 or over (n=984) |
|---|---|---|---|---|---|---|
| Strongly agree or agree (% within age band) | 73% | 82% | 82% | 78% | 80% | 71% |
| Neither agree nor disagree (% within age band) | # | 9% | 12% | 15% | 12% | 13% |
| Disagree or strongly disagree (% within age band) | # | 9% | 6% | 7% | 8% | 16% |
| Response options | 16 to 24 (n=26) | 25 to 34 (n=157) | 35 to 44 (n=575) | 45 to 54 (n=889) | 55 to 64 (n=1304) | 65 or over (n=971) |
|---|---|---|---|---|---|---|
| Strongly agree or agree (% within age band) | 73% | 78% | 80% | 76% | 78% | 66% |
| Neither agree nor disagree (% within age band) | # | 15% | 15% | 18% | 14% | 17% |
| Disagree or strongly disagree (% within age band) | # | 7% | 5% | 6% | 8% | 16% |
Clients also received a letter when their case transfer was complete. Around three-quarters (76%) of Client Satisfaction Survey respondents stated that they had received a letter informing them that their transfer was complete, while 10% said that they had not received a letter and 15% stated that they didn't know or could not remember (n=4207).
Only six respondents (7%, n=81) to the commissioned survey reported experiencing a delay with their transfer, with three of these stating that they did not receive any communications or explanations about the delay. As noted below, monitoring by Social Security Scotland indicates that there was only one case where the transfer process was not completed within the timetable set out in the intention to transfer notice. This suggests that these survey respondents may have felt the transfer process took too long, rather than there actually being a delay.
Views on communications
During interviews for the commissioned research, carers were asked if they found the communications from Social Security Scotland about their transfer clear and accessible. Most agreed, saying that the letters clearly explained the process and were easy to understand.
“The letter was really easy to understand, and it explained that there'd be no gaps in entitlement or payment.” (Case transfer client)
“Communication ahead of the change was clear and easy to understand.” (Case transfer client)
Despite these broadly positive findings, some interviewees from the commissioned research did have criticisms of the communications that they received. These generally related to the length of letters, as some participants felt that they could be more concise or more clearly foreground critical information. This included comments from Social Security Scotland staff, one of whom felt that information included later in the letters may not be read.
“More clarity for me sometimes means less information. Too much information and the points get lost." (Case transfer client)
“When you got to the end [of the letter], it said, in my recollection, ‘you don't need to do anything else, but it will process itself’. You might want to start off with that.” (Case transfer client)
“Page one of our letters, [clients] probably obtain and read that information. But then pages two, three, most likely maybe aren't read.” (Social Security Scotland staff member)
Additional support for vulnerable clients
Some interviewees noted that communications were harder to understand for some clients who may be more vulnerable, such as people who experience mental health conditions, or have learning disabilities, neurodivergence, dementia or literacy issues. Some suggested providing additional support for these carers during communications.
“[The letter] was clear for me but not for my partner. They are autistic so they don't really understand. I just, I'd explained it to them.” (Case transfer client)
“The process is straightforward, but [our vulnerable clients’] understanding of the process wasn't straightforward. So, that just meant that we had to give them a little bit more support… once we explained it to them, they seemed to take it on board… anybody that's vulnerable in any sense, then they needed that bit more guidance.” (Support organisation)
3.1.2 Determinations made with no need for re-application
Policy detail: No need for re-applications
Case transfer processes were designed so that Social Security Scotland was able to monitor and reconcile cases between itself and the DWP. Each daily batch of transfers was recorded and these batch files were monitored on a weekly basis from the start of the case transfer process to its completion.
Social Security Scotland had no recorded instances of an individual having to re-apply for their award following case transfer, and no cases were recorded where Social Security Scotland was unable to complete the transfer.
No participants from the commissioned research reported having to re-apply following the transfer of their award. A few interviewees commented that they appreciated the transfer happening automatically without the need for applications or submitting supporting information, as it minimised disruption and allowed them to concentrate on their caring role.
“It was quite quick. It was all done in the background. But apart from that, there was nothing else. We didn't have to apply it for it again or send information. So, it was convenient that way.” (Case transfer client)
“I didn't have to do anything, so I could focus on caring for my mother more.” (Case transfer client)
However, one Social Security Scotland staff member noted that some people who had already been receiving Carer’s Allowance applied for Carer Support Payment following transfer because they were confused as to what benefits they were receiving.
“They put applications in, but they don't realise they already get Carer's Allowance, so you just phone them outbound and ask to withdraw that and just explain that they actually still get the payment.” (Social Security Scotland staff member)
3.1.3 Determinations made within the period set out in the intention to transfer notice
Policy detail: Case transfer determinations
The transfer process was designed to allow enough time for the DWP to share the information needed to set up clients’ Carer Support Payment awards on Social Security Scotland’s systems. Internal reports were used to monitor the case transfer process and ensure that this completed on time. The Carer Support Payment award was timed to begin the day after the Carer’s Allowance award end date.
Social Security Scotland are aware of only one case out of the 118,550 transfers where the completion of the case transfer was delayed slightly due to a data issue. Social Security Scotland liaised with the client and the DWP on the matter and the client received the correct payment on time.
As noted above, a small number of survey respondents stated that there had been a delay with the transfer of their award, but no further details were provided. Most respondents to the commissioned survey (83%, n=79) confirmed that their award started on the date that Social Security Scotland had said it would. One respondent referenced a known issue regarding a 5-week gap between payments due to a difference in the payment schedules used by the DWP and Social Security Scotland (see Section 3.2.3). No further detail was given by other respondents regarding issues with their payment date. No interviewees reported that their award had started later than the date given by Social Security Scotland.
3.1.4 Value of award is transferred on like-for-like basis
Policy detail: Award value
The case transfer process was designed to ensure that client awards were transferred on a like-for-like basis, and that clients continued to receive the right payment at the right time. This included mechanisms to ensure that the award details between Carer’s Allowance (before transfer) and Carer Support Payment (after transfer) match. Part of this included a reconciliation report which was produced on a daily basis, and enabled the monitoring of award creation and ensuring award values matched.
Social Security Scotland were aware of a small number of awards where the value was corrected at the point of transfer due to previous incorrect calculations of Employment and Support Allowance. This ensured that clients received the correct amount from each benefit and the correct total amount across their carer and other benefits.
Most respondents (78%) to the commissioned survey reported that they continued to receive payments on a like-for-like basis following the transfer of their award, with no change in payment amount. Around one-in-ten (13%) respondents disagreed or strongly disagreed and 9% were unsure or couldn’t remember (n=79). Some interviewees and survey respondents described issues with the interaction between their carer benefit award and Universal Credit, which resulted in unexpected or larger-than-expected deductions from their Universal Credit award. This is explored in more detail in Section 3.2.3.
3.1.5 DWP appointees continue until reviewed
Policy detail: Appointees
The case transfer process was designed to ensure that where a DWP appointee was in place prior to the transfer of an award, this appointee would continue during the transfer process. This was to ensure that there were no disruptions to client awards or payments. Once the transfer process was complete, appointees are reviewed as soon as reasonably practical to ensure that these are still appropriate for the client’s circumstances. It should be noted that an appointee will be in place for all of a client’s benefit awards. Therefore, a change of circumstances for any of a client’s benefits could prompt a review of the appointee.
During the commissioned research, no survey respondents or interviewees reported any problems with the continuation of appointees following transfer.
3.1.6 Individuals are signposted to other benefits, support and services for carers
Policy detail: Signposting
At various points throughout the transfer or application process for Carer Support Payment, carers are signposted to different sources of support or benefits that they may be eligible for. Some examples include through the letters received during the transfer process, the online application form and eligibility checker (regardless of whether or not an individual is eligible), and in Carer Support Payment letters, texts and emails. Sources of support for carers are also included in disability benefit letters, or an individual may be referred to support by Social Security Scotland staff if they are in contact with them (for example, by phone).
Around a quarter (24%) of Client Satisfaction Survey respondents reported that Social Security Scotland staff told them about other benefits that they might be eligible for. More than a third (35%) said that they were not, and two-fifths (41%) said that signposting was not applicable to them (n=778). It is notable that a high number (n=3436) of case transfer respondents either did not answer this question because they had said they did not have any interaction with Social Security Scotland, or could not remember. This may be due in part to the automated nature of case transfer, which meant that many clients did not have to contact Social Security Scotland.
Just under a third (30%) said that they were told about other sources of help by Social Security Scotland staff. A similar proportion (29%) said that they were not told about any additional help that was available and two-fifths (41%) said that the question was not applicable to their situation (n=786). The number of respondents who did not have any contact with Social Security Scotland or couldn’t remember was again high (n=3428).
As noted above, information on sources of support for carers is included in the letters received as part of the transfer process. This means that signposting is provided whether or not an individual is in direct contact with Social Security Scotland (for example, by telephone). Over half of respondents (57%, n=80) to the commissioned survey said that they had received information from Social Security Scotland about support that was available to carers. During interviews, clients recalled that this included services such as carer centres and other benefits that they may be eligible for.
“They do actually state in the letters you may be entitled to different benefits, double check your council tax. It's very clear which I found very good, because if you don't know about anything you would never find out… it's not very easy to find.” (Case transfer client)
However, more than a third (34%, n=80) of survey respondents in the commissioned research disagreed that they had been given information about other support available to carers. This was echoed by some comments from interviewees, suggesting that the information provided is either not being read or not being retained by some clients
“I can't remember anything about that in the letters.” (Case transfer client)
“I don't remember getting anything. I am a major critic of the system and how poor it is at informing carers and parents with children with disabilities about what's out there locally and nationally.” (Case transfer client)
3.2 Short-term outcomes
3.2.1 Individuals do not feel undue stress or anxiety about the transfer process
The Client Satisfaction Survey asked respondents how they felt during the transfer process. Almost three-quarters (72%) reported feeling reassured about the process. However, only half (50%) said that they felt supported throughout their case transfer, and just over a third (36%) reported feeling anxious about the case transfer process (Table 3).
| Response options | Strongly agree or agree | Neither agree nor disagree | Disagree or strongly disagree |
|---|---|---|---|
| I felt reassured about the process (n=3,939) | 72% | 18% | 10% |
| I felt supported during the process (n=4,008) | 50% | 37% | 14% |
| Being case transferred made me feel anxious (n=3,980) | 36% | 28% | 36% |
During interviews, most clients stated that they were comfortable with the transfer process.
“I wasn't really bothered. It didn't confuse me or anything.” (Case transfer client)
“I didn’t have to do anything, I was told well in advance so it wasn’t something that made me worry.” (Case transfer client)
Some interviewees did report feeling anxious about the transfer, and support organisations and Social Security Scotland staff also said that some people they supported were anxious. The main reasons for anxiety around the process were related to uncertainty caused by the change, and a concern that something may go wrong during the transfer process. These appeared to be linked to a general anxiety surrounding the process of having an award transferred, rather than a specific element of the process itself. However, as noted below in Section 3.2.3, one interviewee reported feeling anxious about the length of time it took to complete the transfer.
“It's that official letter that panics people, even though they can read and understand, they just want somebody to say, ‘it's all right, you don't have to worry or do anything’.” (Support organisation)
“I was anxious because you are always thinking something will go wrong.” (Case transfer client)
“I think there were probably some people with natural nervousness.” (Social Security Scotland staff member)
3.2.2 Experience of the process is in line with dignity, fairness and respect
As will be explored in more detail in Section 3.3.1, the majority of case transfer clients who responded to the Client Satisfaction Survey felt that they had been treated with dignity, fairness and respect by Social Security Scotland.
Interviewees stated that the transfer process was conducted with dignity, fairness and respect, highlighting the quality of communication, seamless nature of the transfer, and the helpful and respectful manner of Social Security Scotland staff.
“[Social Security Scotland] are very professional and they're thorough but fair.” (Case transfer client)
“You are very much treated with respect and dignity.” (Case transfer client)
“The transfer process was perfect and it was all done. You know, I was informed, but it was all done behind the scenes and it was seamless.” (Case transfer client)
3.2.3 Individuals feel throughout that the transfer is safe and secure (i.e. the right amount is paid on time and other benefit entitlements are not affected)
Overall, respondents to the commissioned survey provided positive feedback on the transfer process. More than three-quarters (78%) described the process as good or very good, around one-in-ten (9%) as neither good nor poor, and 13% as poor or very poor (n=81).
In general, interviewees were positive about the transfer process and felt that it was safe and secure, with good communications keeping them informed of what was happening and most steps happening automatically with no need for them to do anything.
“It was smooth with no interruption to my payments." (Case transfer client)
“It was a seamless process that I was kept fully in the loop with by regular communication.” (Case transfer client)
“From our point of viewed it just flowed and it happened. We were expecting complications but they never came.” (Case transfer client)
Social Security Scotland staff also stated in interviews that they felt the process had been largely successful in terms of how it was implemented and minimising the need for clients to do anything as part of this.
“We wanted to ensure that seamless journey for the client and to try and minimise contact required and give them that smooth journey into Social Security Scotland. I would say that in general, that was met. (Social Security Scotland staff member)
Timeframe
While the majority (87%) of respondents to the commissioned survey felt that their transfer took place within a reasonable timeframe, a small number (4%) disagreed or were unsure (9%, n=79). One interviewee commented that the length of time it took for their award to be transferred had caused them anxiety because they were unsure what was happening and when.
“It felt like it took a long time... It scared me. So I was like, oh, well, why is it taking so long?... It just feels like the process wasn't smooth enough at the end. I'll be honest with you, I don't know if I was ever out of pocket. That’s terrible. So I can only guess that it actually carried on.” (Case transfer client)
Right amount paid on time
Policy detail: Payment schedules
Different payment schedules are used for Carer’s Allowance, administered by the DWP, and Carer Support Payment, administered by Social Security Scotland. For some clients, Carer’s Allowance is paid three weeks in arrears and one week in advance[7]. Carer Support Payment is paid four weeks in arrears as standard[8]. This means that for these clients the length of time between their last Carer’s Allowance payment and their first Carer Support Payment will be five weeks.
Information about payment dates was included in the first letter sent by Social Security Scotland to people who were having their Carer’s Allowance award transferred to Carer Support Payment. This letter explained that people could request weekly payments in advance of their award being transferred if they had any concerns about waiting an additional week to receive their first payment of Carer Support Payment.
More than three-quarters of respondents to the commissioned survey (78%) agreed that the transfer of their award was safe and secure and there had been no gaps in their payments. However, 17% disagreed or strongly disagreed, and 5% were unsure or didn’t know (n=79).
One possible cause for reported gaps in payments is due to the differences in the payment schedules that are used by the DWP and Social Security Scotland. This issue was reported by a Social Security Scotland staff member, who noted that it had been a reason for some clients to contact them during the transfer process.
“The way the payment cycles work, if you're on a four-weekly payment with DWP, they pay three weeks in arrears and one in advance, whereas we pay four weeks in arrears. So when people transfer over, it means they're five weeks from the last payment from them to the first payment from us. That's a big driver [for clients] to contact [Social Security Scotland].” (Social Security Scotland staff member)
As noted above, information on the length of time between payments and how to request a change to payment schedules was included in the transfer letters that clients received. However, some interviewees did not recall receiving this, and stated that the additional week had caused difficulties with budgeting and managing their finances. These clients were also not aware that they could have requested to change the payment schedule.
“It would have been nice to have a heads up about how long I would have to wait from one payment ending to the next payment starting… I felt like one of the weeks I was very short on money because I didn't have that heads up to keep something behind to make sure that I could survive that week. But it is what it is and we survived.” (Case transfer client)
“I found it hard to manage that extra week and had to adjust direct debits to suit the new payment date.” (Case transfer client)
Other benefit entitlements
Some interviewees also reported that their Universal Credit payments had been affected following the transfer of their award. Information about Universal Credit was provided in the first letter that clients receive about the transfer of their benefit. However, research participants described various impacts following transfer including missing payments or unexpected deductions from their Universal Credit, and some were confused over who to report the issue to, the DWP or Social Security Scotland.
“The DWP system and the Scottish system used different computers, so it made it look to Universal Credit as if I was getting two lots of Carer’s Allowance, so they then took that amount away from my Universal Credit which meant I had almost no money at all that month.” (Case transfer client)
“Everything was absolutely fine until something happened and the payment stopped and I missed it. I think the Universal Credit came over, but the care element didn't. But it was fixed in hours when I spotted I'd no longer been getting paid for this and I called up Social Security Scotland.” (Case transfer client)
This was particularly stressful for households facing additional financial pressure.
“The worst of it was they took away the Universal Credit for them both rather than just the one and then it's a wait to get it backdated so we had a month of less money than we should have had which you budget for. And then suddenly we were getting, I can't remember, it was £250 less. We got it in the end but it was just so awkward.” (Case transfer client)
“I'm a one parent household, you kind of rely on every penny that comes in. So, it was, it was really frustrating.” (Case transfer client)
The interaction between Carer Support Payment and Universal Credit is explored further in Section 5.3.
3.2.4 Individuals understand what is happening and when, and Individuals understand when they will be paid, what they need to do and who they need to contact (when appropriate) or are reassured that they don’t need to do anything
Clients’ understanding of what happens and when
As discussed in Section 3.1.1, most case transfer clients who responded to the Client Satisfaction Survey found the communications around the process clear and easy to understand, and agreed that they helped them to understand the process. There was some difference in the results when analysing by age, with older respondents less likely to agree that communications and the transfer process were clear.
More than three-quarters (79%) of respondents from the Client Satisfaction Survey reported that they felt informed about the transfer process. Around a quarter (13%) neither agreed nor disagreed and 7% disagreed that they felt informed (n=4063). A notable difference among subgroups was for households where there was only one adult and at least one child, used as a proxy measure for lone-parent households (Figure 1). Here, a higher proportion (87%) reported feeling informed about the process.
More than three-quarters (79%) of respondents strongly agreed or agreed. Respondents from lone-parent households were more likely to strongly agree or agree (87%).
This is echoed in the commissioned survey, where most respondents also felt informed about the process, as noted in the previous section, and only one interviewee stated that they were unsure about the timings and process for the transfer of their award. A large majority (88%, n=80) stated that they understood what they had to do during the transfer of their award, or were reassured that they did not need to do anything.
Most respondents to the commissioned survey (85%, n=78) understood when they would be paid their first instalment of Carer Support Payment following transfer of their award. As discussed above, some interviewees reported being confused as to when first payments following transfer would arrive due to the differences in payment schedules for Carer’s Allowance and Carer Support Payment.
Change of circumstances and re-determinations
Policy detail: Change of circumstances
During the transfer process clients are asked to inform Social Security Scotland of any change in their circumstances. A change in circumstances may lead to a change in award level, so it is also important that clients are aware of their right to request a re-determination, and, if relevant, appeal decisions. The letter that clients receive notifying them of the intention to transfer their award includes details of who to contact if they need to report a change in circumstances during the process.
Table 4 shows results from the commissioned survey regarding respondents’ understanding of changes of circumstances, redeterminations and appeals. A large majority (88%) of respondents knew who to report a change of circumstances to and when. More than three-quarters (77%) understood their right to a re-determination or appeal and more than two-thirds (71%) were aware how to request a re-determination or appeal. Almost two-thirds (65%) agreed that they understood the timescales involved.
Although the proportions of respondents disagreeing to these statements were low, the numbers reporting that they were unsure or did not know were higher. Although information on re-determinations and appeals was included in the transfer letters, a fifth (20%) of survey respondents were unsure if they understood their right to a re-determination or appeal or how to request this, and more than a quarter (27%) were not sure they understood the timescales involved.
| To what extent would you agree or disagree that… | Strongly agree or agree | Disagree or strongly disagree | Not sure/Don’t know |
|---|---|---|---|
| I understood who to report a change of circumstances to and when (n=80) | 88% | 12% | 1% |
| I understood my right to a re-determination or appeal (n=76) | 77% | 3% | 20% |
| I understood how to request a re-determination or appeal (n=76) | 71% | 9% | 20% |
| I understood the timescales involved in the re-determination and appeal process (n=75) | 65% | 8% | 27% |
Underlying entitlement
One area of confusion around the transfer process that was highlighted by Social Security Scotland staff and support organisations during interviews involved people who have underlying entitlement to carer benefits.
Policy detail: Underlying entitlement
Underlying entitlement occurs in Carer Support Payment when a client receives an overlapping benefit. ‘Overlapping benefits’ are benefits which are paid for the same purpose. Carer Support Payment is an ‘income replacement’ benefit so it can’t be paid at the same time as other ‘income replacement’ benefits. For more information on overlapping benefits for Carer Support Payment see the Mygov page - Your other benefits - mygov.scot
Some carers may be receiving overlapping benefits which reduce the amount of Carer Support Payment they can be paid. If their overlapping benefit is paid at the same or a higher rate than Carer Support Payment they will get an award of £0 and this is known as underlying entitlement. The most commonly received overlapping benefit is State Pension, meaning that underlying entitlement may be more common among clients over pension age.
Despite their Carer Support Payment being reduced to £0, clients with underlying entitlement may still be able to get more from other benefits due to being recognised as a carer, meaning that it can still be helpful for individuals to have their carer benefit awarded in this way.
Information about underlying entitlement was included in the letter that carers received at the start of the transfer process.
Official statistics provide information on the caseload for Carer Support Payment, with a breakdown by those that are in payment and those with underlying entitlement. The most recent figures available show that a quarter (25%, n=33,905) of the total caseload consists of carers with underlying entitlement. This increased significantly following the national rollout of Carer Support Payment and the beginning of the case transfer process in November 2024[9]. Table 5 shows more detail on the number of Carer Support Payment cases in payment and with underlying entitlement by month, and as a percentage of the total caseload.
| Month | Total caseload | In payment | % total caseload in payment | Underlying entitlement | % total caseload underlying entitlement |
|---|---|---|---|---|---|
| October 2024 | 11,420 | 10,780 | 94% | 635 | 6% |
| November 2024 | 26,290 | 21,080 | 80% | 5,210 | 20% |
| December 2024 | 50,585 | 38,345 | 76% | 12,240 | 24% |
| January 2025 | 70,085 | 52,140 | 74% | 17,945 | 26% |
| February 2025 | 89,410 | 65,555 | 73% | 23,855 | 27% |
| March 2025 | 112,530 | 82,190 | 73% | 30,340 | 27% |
| April 2025 | 124,145 | 90,725 | 73% | 33,420 | 27% |
| May 2025 | 125,635 | 92,055 | 73% | 33,580 | 27% |
| June 2025 | 126,510 | 92,840 | 73% | 33,670 | 27% |
| July 2025 | 128,250 | 94,405 | 74% | 33,845 | 26% |
| August 2025 | 129,435 | 95,550 | 74% | 33,885 | 26% |
| September 2025 | 130,825 | 96,880 | 74% | 33,945 | 26% |
| October 2025 | 132,470 | 98,395 | 74% | 34,075 | 26% |
| November 2025 | 133,320 | 99,295 | 74% | 34,025 | 26% |
| December 2025 | 133,510 | 99,605 | 75% | 33,905 | 25% |
Social Security Scotland staff and support organisations reported that some clients with underlying entitlement did not realise that they had it. They may have believed their original application for Carer’s Allowance had been unsuccessful, or their award may have changed once they started receiving State Pension. These clients were therefore confused when they were contacted about the process of transferring their award to Social Security Scotland. Some support organisations were also unaware that information on underlying entitlement was included in the transfer letters.
“A lot of clients did get in touch to find out what was going on, especially clients who only had an underlying entitlement claim. They'd maybe applied with DWP years and years and years ago. But once they then hit State Pension age, they stopped getting a payment and a lot of those clients assumed that they just didn't have the benefit anymore, even though it was still open. There was a bit of confusion or a bit of explanation needed for those clients specifically.” (Social Security Scotland staff member)
“[Social Security Scotland] would send a covering letter to the cared-for person saying that, this person's claiming this, it might affect your benefits. And they're like, ‘oh, my goodness’… It could have been dealt with a bit better… They could have said that we understand you are not paid Carer Support Payment, but you do have an underlying entitlement, which may give you credits on other means-tested benefits. But there wasn't anything like that.” (Support organisation)
3.2.5 Individuals know who to contact for help and support
Overall, respondents to the commissioned survey knew who to contact for help and support. Four-fifths (80%) agreed or strongly agreed that they knew who to contact for help and support, 6% weren’t sure and 14% disagreed or strongly disagreed (n=79). The majority (84%) knew how to contact Social Security Scotland in the event that they needed help, 6% weren’t sure and 11% disagreed or strongly disagreed (n=78).
Generally, interviewees echoed these results, stating that the different ways of contacting Social Security Scotland and the contact details were clearly provided in communications during the transfer process.
“[The letter] stated that if there were any issues, I could directly contact them through online chat, over the phone, or make an arrangement to speak to them in person.” (Case transfer client)
“[Social Security Scotland contact details were] very clearly stated on the letter that I received.” (Case transfer client)
One area of confusion highlighted by a few interviewees was whether to contact Social Security Scotland or the DWP in the event of any problems with the transfer process. Some Social Security Scotland staff also mentioned that confusion over which agency was most suitable to contact was one area that could have been improved.
“I had to phone DWP to find out that I had to phone Social Security Scotland. And it wasn't that clear.” (Case transfer client)
“First of all I contacted Universal Credit when it went wrong. And they put me on to Social Security Scotland and then they put me on to DWP who put me back on to Universal Credit. I just went in circles so it wasn't clear at all.” (Case transfer client)
“I think there was a lot of confusion at that stage between what elements were with what department, whether it was with us or with DWP… we did find that at times we were pushing back to DWP… or DWP were pushing clients our way. And then we're pushing them back again. So I think there was a lot of back and forth during that phase, which made it difficult.” (Social Security Scotland staff member)
From the commissioned survey, a fifth (20%, n=80) of respondents stated that they did not know which external organisations they should contact for support with the transfer process. However, during interviews some participants commented that because they knew that they were able to contact Social Security Scotland for support they did not feel that there was a need to use any external organisations.
3.3 Medium-term outcomes
3.3.1 Individuals feel that they have a positive relationship with Social Security Scotland and Individuals feel treated with dignity, fairness and respect by Social Security Scotland
In addition to the positive feedback received from participants in the commissioned research (Section 3.2.2), feedback from the Client Satisfaction Survey indicates that clients feel they are treated well by Social Security Scotland overall:
- More than three-quarters (78%) of case transfer clients who responded to the Client Satisfaction Survey agreed or strongly agreed that they were treated with dignity by Social Security Scotland. Around a fifth (19%) neither agreed nor disagreed and only 3% disagreed or strongly disagreed (n=4078).
- The same proportion (78%) stated that they were treated with fairness, with around a fifth (18%) again neither agreeing nor disagreeing and 5% disagreeing (n=4067).
- Four-fifths (80%) agreed or strongly agreed that they were treated with respect. Slightly less than a fifth (17%) neither agreed nor disagreed and 3% disagreed or strongly disagreed (n=4076).
Feedback from the Client Satisfaction Survey on Social Security Scotland staff was similarly positive. More than four-fifths (84%) of respondents said that their experience with Social Security Scotland staff was either good or very good. Less than one-in-ten (9%) felt it was neither good nor poor, and 7% said that it was poor or very poor (n=879).
A large majority (90%) stated that they were treated with kindness by staff. Four-fifths (81%) said that they felt staff trusted them, and a majority (88%) said that staff listened to them, and that staff made them feel comfortable (86%). Table 6 has more detail. It should be noted that the lower response rates for these questions are likely due to the limited interactions that case transfer clients have with Social Security Scotland, due to the automated nature of the process.
| Thinking about your contact with Social Security Scotland staff… | Strongly agree or agree | Neither agree nor disagree | Disagree or strongly disagree |
|---|---|---|---|
| I was treated with kindness (n=874) | 90% | 7% | 3% |
| I felt trusted (n=855) | 81% | 12% | 7% |
| Staff listened to me (n=866) | 88% | 5% | 7% |
| Staff made me feel comfortable (n=868) | 86% | 9% | 6% |
In terms of how clients felt about Social Security Scotland as an organisation, more than two-thirds (70%, n=4052) of Client Satisfaction Survey respondents agreed or strongly agreed that Social Security Scotland was an open and honest organisation. However, there was significant variation by age group for this question, as shown in Table 7. While just over four-fifths (81%) of those aged 35 to 44 agreed or strongly agreed, this dropped to three-fifths (60%) for those aged 65 or over. However, this is not associated with a significant rise in those who disagreed that Social Security Scotland was an honest and open organisation, but rather an increase in those who neither agreed nor disagreed – 16% for those aged 35 to 44, compared to 34% for those aged 65 or over.
| Response options | 16 to 24 (n=25) | 25 to 34 (n=160) | 35 to 44 (n=591) | 45 to 54 (n=888) | 55 to 64 (n=1317) | 65 or over (n=980) |
|---|---|---|---|---|---|---|
| Strongly agree or agree (% within age band) | 80% | 83% | 81% | 71% | 71% | 60% |
| Neither agree nor disagree (% within age band) | # | # | 16% | 25% | 26% | 34% |
| Disagree or strongly disagree (% within age band) | # | # | 2% | 4% | 3% | 6% |
Similar results were seen when Client Satisfaction Survey respondents were asked if they felt that they could trust Social Security Scotland. Overall, three-quarters (75%, n=4091) agreed or strongly agreed that they felt they could trust Social Security Scotland. Results again varied by age, where more than four-fifths (82%) of those aged 35 to 44 agreed or strongly agreed compared to just under two-thirds (63%) of those aged 65 and over (Table 8).
| Response options | 16 to 24 (n=26) | 25 to 34 (n=160) | 35 to 44 (n=594) | 45 to 54 (n=894) | 55 to 64 (n=1329) | 65 or over (n=995) |
|---|---|---|---|---|---|---|
| Strongly agree or agree (% within age band) | 85% | 81% | 82% | 75% | 77% | 63% |
| Neither agree nor disagree (% within age band) | # | 14% | 14% | 20% | 18% | 26% |
| Disagree or strongly disagree (% within age band) | # | 5% | 4% | 5% | 5% | 10% |
Additional sub-group analysis showed that:
- Lone parent households[10] were more likely to agree or strongly agree that Social Security Scotland was an open and honest organisation (83%, n=329) compared to non-lone parent households (69%, n=3471).
- Lone parent households were also more likely to agree or strongly agree that they felt they could trust Social Security Scotland (82%, n=330) compared to non-lone parent households (73%, n=3508).
- Carers with English as a second language were more likely to agree or strongly agree that Social Security Scotland was an open and honest organisation (76%, n=985) compared to those whose main language was English (68%, n=3017).
- Carers with English as a second language were more likely to agree or strongly agree that they felt they could trust Social Security Scotland (78%, n=992) compared to those whose main language was English (72%, n=3051).
There is no further data available from the commissioned interviews or survey as to why lone-parent households or carers with English as a second language are more likely to hold positive opinions on Social Security Scotland.
3.3.2 Individuals understand what happens next
This outcome relates to individuals’ understanding of the steps within the transfer process, and what follows transfer, particularly their role in reporting any changes of circumstance. As outlined in the Section 3.2.4, the majority of clients reported that the communications they received on the transfer process were clear, easy to understand, and helped them to understand the transfer process. Most were also clear on how to report a change of circumstances, and how to request a re-determination or appeal.
3.3.3 Individuals are aware of the benefits, support and services available to them
As noted above under Section 3.1.6, clients’ perceptions of signposting that they received during the case transfer process indicates that among carers there is relatively low awareness of benefits, support and services that are available to them. This may partially be due to the automated nature of case transfer which meant that many clients did not have any reason to contact Social Security Scotland, reducing opportunities for signposting. However, survey respondents and interviewees in the commissioned research reported better awareness and indicated that they had received information about other sources of support during the transfer process.
3.4 Long-term outcomes
This section considers the long-term outcomes for the transfer of Carer’s Allowance to Carer Support Payment. As with Carer Support Payment below, these long-term outcomes refer to goals that are not affected by social security policy alone, but depend on many different societal factors.
This section therefore aims to provide evidence of progress through summarising findings from the short and medium-term outcomes and other data where appropriate.
As the case transfer process has only recently been completed, a full assessment of these long-term outcomes would require further data collection across a longer time period to explore clients’ experiences and opinions after transfer. In particular, it would require more substantive quantitative data and the ability to link this with other data sources.
3.4.1 Trust in Social Security Scotland increased
As shown in Section 3.3.1, the Client Satisfaction Survey also asks respondents about their trust in Social Security Scotland. The results year-on-year are presented in Table 9 below. They show that the proportion of respondents who strongly agree or agree that they trust Social Security Scotland has declined over time. However, the most recent results for 2024-25 show a small increase in people who felt they could trust the organisation. Due to changes in the client population of Social Security Scotland these overall figures are intended to offer some indication of yearly changes only[11]. More robust long-term data will be needed to assess trends over time once the client population has stabilised.
| Financial Year | Strongly agree or agree | Neither agree nor disagree | Disagree or strongly disagree |
|---|---|---|---|
| 2022-2023 (n=32,220) | 80% | 16% | 3% |
| 2023-2024 (n=35,597) | 69% | 22% | 7% |
| 2024-2025 (n=34,635) | 72% | 20% | 8% |
3.4.2 There are open and effective communications between individuals and Social Security Scotland and Individuals understand their responsibilities and feel more comfortable about reporting a change in circumstances
These outcomes relate to the relationship between clients and Social Security Scotland, specifically if clients feel comfortable reporting changes to their circumstances, understand how to do this, and can do so easily. We can assess these outcomes by looking at:
- Clients understanding of when and how to contact Social Security Scotland about any change in circumstances, and their ability to do this
- Clients views on their relationship with Social Security Scotland
Section 3.2.4 shows that respondents to the commissioned survey understood when to report a change in circumstances, and knew when to do this. In addition, Section 3.2.5 shows that the majority of respondents to the commissioned survey knew who to contact for help and support, and how to contact Social Security Scotland.
Section 3.3.1 shows that most Client Satisfaction Survey respondents feel that they can trust Social Security Scotland, and view it as an open and honest organisation. In addition, interviewees from the commissioned research had mostly positive feedback regarding their interactions with Social Security Scotland.
A Client Satisfaction Survey report on Experiences of the Case Transfer process showed that four-fifths (81%) of clients who had their award transferred to Carer Support Payment felt that the communications they received from Social Security Scotland had a friendly tone. More than three-quarters (78%) said that the communications they received made them feel confident that they could approach Social Security Scotland if they had a query.
Overall, this suggests that the majority of clients are comfortable contacting Social Security Scotland and understand the process of informing Social Security Scotland about any change in circumstances and when they should do this. As discussed later in this report (Section 4.2.5), during commissioned research on Carer Support Payment some clients highlighted issues contacting Social Security Scotland, citing long wait times on the telephone.
More long-term data will be needed to gauge clients’ knowledge and understanding regarding change of circumstances and how they feel about reporting these to Social Security Scotland change over time, and if this indicates that there are effective channels of communication between clients and the agency.
3.4.3 Public services treat people with dignity and respect
As noted above in Section 3.2.2, most case transfer clients felt that they had been treated with dignity, fairness and respect during the transfer process.
The Client Satisfaction Survey asks respondents if they feel that overall they have been treated with dignity, fairness and respect by Social Security Scotland. Examining the year-on-year results allows a snapshot of people’s experiences with one public service over time[12].
The results are presented below in Tables 10, 11 and 12. They show that most clients agree or strongly agree that they were treated with dignity, fairness and respect. They also show that over time slightly less clients agree or strongly agree with all three measures. Despite this, there is strong evidence that overall Social Security Scotland is continuing to meet its aim of treating clients with dignity, fairness and respect.
However, there are many more public services in Scotland which would contribute to this outcome and more data gathered from across multiple services would be needed.
| Financial Year | Strongly agree or agree | Neither agree nor disagree | Disagree or strongly disagree |
|---|---|---|---|
| 2022-2023 (n=31,619) | 88% | 10% | 2% |
| 2023-2024 (n=34,577) | 79% | 15% | 4% |
| 2024-2025 (n=34,226) | 79% | 17% | 5% |
| Financial Year | Strongly agree or agree | Neither agree nor disagree | Disagree or strongly disagree |
|---|---|---|---|
| 2022-2023 (n=31,536) | 87% | 9% | 4% |
| 2023-2024 (n=34,315) | 77% | 14% | 7% |
| 2024-2025 (n=33,989) | 76% | 17% | 5% |
| Financial Year | Strongly agree or agree | Neither agree nor disagree | Disagree or strongly disagree |
|---|---|---|---|
| 2022-2023 (n=31,708) | 89% | 9% | 2% |
| 2023-2024 (n=34,458) | 80% | 14% | 4% |
| 2024-2025 (n=34,132) | 80% | 15% | 5% |
Contact
Email: socialresearch@gov.scot