Carer benefits evaluation: phase 1 - case transfer and Carer Support Payment

4. Findings - Carer Support Payment

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 Carer Support Payment. Where there is overlap between different outcomes within the relevant section, these are discussed together.

4.1 Process (immediate)

4.1.1 The process of applying for and receiving Carer Support Payment is as accessible as possible

Since the launch of Carer Support Payment in November 2023, 40,000 applications have been received with 32,425 processed. An application is processed once a decision has been made to authorise or deny, or once an application is withdrawn by the applicant. Of these processed applications, 75% were authorised, 16% denied, and 9% had been withdrawn (n=32,425). Table 13 provides more detail on applications by financial year, showing that overall approval rates have increased.

Table 13: Carer Support Payment applications by financial year

Time period	Total processed	Percentage Approved	Percentage Denied	Percentage Withdrawn
Total (all time)	32,425	75%	16%	9%
Financial year 2023-2024	435	69%	12%	19%
Financial year 2024-2025	10,075	73%	17%	10%
Financial year 2025-2026 (to Dec 2025)	21,920	76%	15%	9%

Official statistics also provide information on how people have applied for Carer Support Payment. They show that since the launch of Carer Support Payment:

• 75% (29,975) of applications were made online
• 19% (7,480) were made by phone
• 6% (2,375) were paper applications^[13]

The survey conducted as part of the commissioned research for this evaluation also asked respondents how they had applied for Carer Support Payment. Four-fifths (80%) had applied online. One-in-ten (10%) had applied via telephone, 7% by paper and 3% in another way (n=70). During interviews, a range of reasons for applying online rather than by telephone or paper were given. These included:

• Ease and convenience
• The option to save and return later, which meant carers could complete the form in chunks around their caring responsibilities
• The ability to easily edit any errors
• Lack of access to a printer to print a paper form
• Personal preference to complete tasks online

“I just find it easier because phone calls can sometimes take time and you're waiting. I think there was a process where you could start the application and save it and continue it if I had to go away and find out something or work something out. So for me that was maybe easier than doing it via the phone.” (Successful applicant)

“When I had applied for the Child Disability Payment, I filled out all the forms by hand, and it was really time consuming and I just felt like my handwriting was getting worse and worse as it went on. So by doing it online I thought it was really helpful because when you have someone to care for as well silly things like trying to go to the post office to post things is an absolute rigmarole.” (Successful applicant)

From the commissioned survey, almost all respondents (93%, n=75) said that the application process was straightforward. This was supported by comments from interviews, where participants highlighted the information provided, the length of the form and the ease of completion as positive elements.

“I was impressed with this support stuff around it, the information was useful.” (Successful applicant)

“There wasn’t a huge amount of questions to answer worked well for me, as it wasn’t overwhelming unlike a DLA (Disability Living Allowance) form.” (Successful applicant)

“Everything was very easy to do. The online form is very clear and simple and not too onerous.” (Successful applicant)

Despite this positive feedback, there was also evidence that some applicants had difficulties with their application or elements of the process. Figure 2 shows how respondents to the commissioned survey felt about their experiences of the application process. Notably, more than a quarter (29%) felt that the application process caused undue stress or anxiety and 30% stated that they had difficulty accessing or completing the application process.

The majority of respondents (67%) disagreed or strongly disagreed that the application process caused them undue stress or anxiety, or that they had difficulty completing or accessing the application (72%).

Almost all (93%) respondents agreed or strongly agreed that they found the application process easy and straightforward.

Difficulties described by interviewees included using the online form and not being able to provide enough detail on their circumstances.

“The questions that they ask, it wasn't in depth enough for me personally because I have got a complex situation. So, it was basic and generic, which is fair enough... [but] just getting a couple of tick boxes doesn't actually fully cover what we're going through as a family and what [my son’s] needs are.” (Successful applicant)

Other factors highlighted by interviewees included:

• Difficulties contacting Social Security Scotland
• Processing times for applications (covered in more detail in Section 4.2.2)
• Providing supporting information
• The complexity of interactions between Carer Support Payment and other benefits the applicant was receiving (covered in more detail in Section 5.3).

During interviews with Social Security Scotland staff, some staff suggested that specific groups may need more support with their application. These included people who have health conditions, such as dementia, and those whose main language is not English.

The Client Satisfaction Survey asks respondents if they had help or support to complete their applications. Of people who had applied for Carer Support Payment, around a third (30%, n=697) said that they had help or support to apply. Sub-group analysis shows that this was more likely for:

• Older applicants, with more than two-fifths (43%, n=180) of respondents aged 65 or over getting help with their application.
• Applicants who have a long-term health condition, with more than a third (34%, n=211) of respondents saying that they had help or support with their application.
• Applicants whose main language was not English, with more than a third (37%, n=164) of respondents saying that they had help or support with their application.

The most common sources of support for Client Satisfaction Survey respondents who had help with their application were:

• Social Security Scotland (46%, n=207)
• A friend or family member (28%, n=207)
• Welfare rights organisations (9%, n=207).

Almost all (97%, n=93) respondents who had support from Social Security Scotland agreed or strongly agreed that it was easy to get help from them.

The Client Satisfaction Survey also asks if people have faced any barriers to getting help from Social Security Scotland. Less than a quarter (22%, n=729) said that they had faced a barrier to getting help.

Of applicants who said that they had faced a barrier a fifth (21%) said that they had told Social Security Scotland about the barrier and had received help to overcome it. However, a quarter (25%) reported that they had told Social Security Scotland about the barrier they faced but had not received any help. Around two-fifths (44%) had not told Social Security Scotland about the barrier (Figure 3).

25% responded 'Yes, but they didn't help me overcome them'

44% responded 'No'

21% responded 'Yes, they helped me overcome them'

11% Prefer not to say

The commissioned survey asked respondents about their knowledge of how to get help with their application, and if they were able to get the support that they needed (Figure 4). Almost all (92%) stated that they understood how to contact Social Security Scotland if they had any questions with their application. More than three-quarters (77%) also understood which external organisations they could contact for help or support. Roughly half (53%) said that they were able to access any support they needed from external organisations to complete their application.

Almost all (92%) respondents agreed or strongly agreed that they understood how to contact Social Security Scotland during the application process if they had any questions. Most (77%) understood which external organisations they could contact for help and support with the application process. Around half (53%) were able to access any support they needed from external organisations during the application process. 28% disagreed or strongly disagreed.

During interviews, participants mostly stated that they had found the process straightforward and had not needed any help with their application from external support. Some had found the information they needed online or had got the help they needed from Social Security Scotland.

Some participants noted that they had been asked to submit supporting information as part of their application. Most did not have any issues with this part of the process and described it as straightforward.

“I had to send in my P45s. So just sending that information, that was fairly straightforward. I just scanned it and sent it off online.” (Successful applicant)

A few participants said that they were asked to submit supporting information for the conditions of the person that they cared for, noting that this may have been provided previously under different benefit applications. However, Social Security Scotland would not request this information for a Carer Support Payment application.

Others said that they had received multiple requests to submit documents to Social Security Scotland during their application, despite already providing these.

“It was already there through the Child Disability Payment that I had already applied for. I'd already put all that info in.” (Successful applicant)

“I'd already received two letters asking me to submit documents. And it was only another few weeks later, when I got the third letter, and by this point, it's probably been about six weeks since I applied. Then I called up and said, ‘look, you know, I've submitted this stuff, I keep getting letters’.” (Applicant – awaiting determination)

One support organisation highlighted difficulties that some people they support have in providing payslips as supporting information, where these are only provided electronically and the person does not have paper copies.

“So for their employment, it can be quite difficult, especially in the new systems that everybody has got. They're all paid by an electronic service. A lot of people find it hard to get into the service to get the information they're looking for. They're having to phone their HR to get pieces of information.” (Support organisation)

4.1.2 Signposting is provided to other support and services that are available for carers

As outlined above in Section 3.1.6 on the case transfer process, individuals will be given information by Social Security Scotland about other support services that are available to them when they have their award transferred or make a new application. This is known as signposting.

The Client Satisfaction Survey asks respondents if they were told about other sources of support when they applied for a benefit. Almost a quarter (23%) reported being told about other sources of help during their application. Around a third (29%) said that they were not, and half (49%) said that the question was not applicable to them (n=414). It should be noted that two-fifths (40%, n=289) of Carer Support Payment applicants who responded to the Client Satisfaction Survey indicated that they had no contact with Social Security Scotland, and so did not answer this question.

Respondents to the commissioned survey were also asked about signposting during their application process. Half (50%) agreed or strongly agreed that they were provided with clear information on wider support services available to them as a carer. More than a third (37%) disagreed or strongly disagreed and 14% were unsure (n=73).

The mixed response shown in responses to the Client Satisfaction Survey was echoed in statements made during interviews, where some carers said that they did not remember being signposted to any additional support services.

"I do think it would be helpful to include other external support that may be available for carers. Personally, I am not fully aware of all the extra help and support I could get so it would have been better to have that made available when applying." (Successful applicant)

Others said that although they didn’t remember receiving any information on other sources of support, they were already aware of what was available and so might have paid less attention to this.

“I was already pretty clued up on this before I even contacted Social Security Scotland. So if the information was there, I didn't really notice it because I would have breezed by it, having known most or all of it already.” (Applicant – awaiting determination)

4.1.3 Payments are administered well

Official statistics provide information on the number of Carer Support Payment clients paid and on the number and value of payments made. They show that the number of payments administered has increased each year, with a noticeable increase associated with the start of the case transfer process.

The most recent statistics available on the number of clients paid are for financial year 2025-26 (up to December 2025) and show that 102,925 individual clients have been paid that year so far. The most recent statistics also show that since the launch of Carer Support Payment in November 2023:

• 3,077,805 payments have been made
• The total value of payments is £407,846,550
• 105,335 individual clients have received a payment.

Table 14 shows more detail on payments by time period^[14].

Table 14: Payments processed by time period

Time period	Total number of payments	Total value (GBP)
Total payments (all time)	3,077,805	£407,846,550
Total payments – Financial year 2023-2024	615	£291,635
Total payments – Financial year 2024-2025	736,115	£89,180,905
Total payments - Financial year 2025-2026 (to Sept 2025)	2,341,080	£318,374,010

Table 15 shows more detail on payments broken down by if the client had their award transferred from Carer’s Allowance or was a new applicant to Carer Support Payment. The majority of payments have been made to people who had their award transferred from Carer’s Allowance.

Table 15: Payments processed by case transfer/new application

Time period	Number of payments	Value (GBP)
Total payments (all time)	3,077,805	£407,846,550
Total payments – Case transfer (all time)	2,917,560	£330,733,330
Total payments – New applications (all time)	160,245	£77,113,220

During interviews, no participants reported any unexpected gaps or breaks in their payments.

“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)

The Social Security Scotland Client Panels annual survey also asks respondents if they experienced any problems with their payments during the last 12 months, including clients who receive Carer Support Payment. However, the number of people responding to this question in the most recent iteration of the survey was too low to allow reporting. The results for the next edition of the survey will be available in June 2026.

To allow further reporting on this outcome, the survey administered for the next phase of this Carer Benefits Evaluation includes questions on any problems with payments. Additional evidence for this section will therefore be included with the Phase 2 report.

4.2 Short-term outcomes

4.2.1 Individuals understand rules around eligibility and earnings, and the application process

Official statistics provide information on the number of applications made for Carer Support Payment, and the number of these applications which have been approved or denied. Although statistics do not provide information on why an individual’s application may have been unsuccessful, the denial rate can still provide one way of assessing how well understood eligibility rules and the application process are understood.

The most recent statistics released for Carer Support Payment show that 15% of applications have been denied for the financial year 2025-2026^[15]. More detail is given in Table 16.

Table 16: Carer Support Payment applications approved and denied^[16]

Time period	Total number of applications processed	Authorised applications	Percentage authorised	Denied applications	Percentage denied
Total	32,425	24,335	75%	5,065	16%
Financial year 2023-2024	435	295	69%	50	12%
Financial year 2024-2025	10,075	7,405	73%	1,700	17%
Financial year 2025-2026	21,920	16,635	76%	3,315	15%

Rules around eligibility and earnings

The Client Satisfaction Survey asks respondents if they found the eligibility criteria clear before they applied for Carer Support Payment. More than three-quarters (78%) agreed or strongly agreed. Slightly more than one-in-ten (12%) neither agreed nor disagreed and 9% disagreed (n=440). A notable difference was in the response by age, where those aged 65 or over were less likely (71%) to agree or strongly agree that the eligibility criteria were clear, and more likely to disagree or strongly disagree (13%, n=180). These results may relate to confusion around underlying entitlement, discussed below.

For applicants who were unsuccessful, the percentage who agreed or strongly agreed was lower at 55%, while 22% neither agreed nor disagreed, and 22% disagreed or strongly disagreed (n=76). However, the response numbers were lower within this category so these findings should be viewed with caution.

The commissioned survey asked respondents which areas of Carer Support Payment they found difficult to understand. Eligibility criteria (31%), rules around earnings (25%), and how Carer Support Payment might affect other benefits or support (23%) were the most commonly identified aspects that people found hard to understand (Figure 5).

Eligibility criteria - 31%

Rules around earnings - 25%

How Carer Support Payment might affect any other benefits or support - 23%

Underlying entitlement - 17%

How to claim backdated payments and the process and timings for this - 15%

Other - 10%

Rules around studying - 6%

Caring hours requirement - 6%

The past presence test - 4%

Underlying entitlement

Most comments on eligibility criteria from the interviews and survey related to rules for those receiving State Pension and underlying entitlement. The most recent statistics show that a quarter (25%, n=133,510) of the current caseload for Carer Support Payment consists of cases with underlying entitlement. As noted above in Section 3.2.4, there is evidence that underlying entitlement can cause confusion as it involves a successful award of Carer Support Payment but a payment level of £0.

Some interviewees reported that their application had been unsuccessful because they were receiving State Pension. However, receiving State Pension is not a reason for an application to be rejected. It is likely – though not possible to verify from interview data – that these interviewees had been successfully awarded Carer Support Payment with underlying entitlement, meaning that the payment level was set to £0. As they were not receiving any payments they believed that their applications had been unsuccessful and they were ineligible. As noted earlier in this report, even though payments are reduced to £0, there are still advantages to having underlying entitlement as being recognised as a carer can increase the amount that they receive from certain other benefits.

Evidence of confusion around underlying entitlement emerged during the research. A few interviewees who were in receipt of their State Pension wanted to see clearer information about how overlapping benefits and underlying entitlement work. They mistakenly believed that they were ineligible and stated that they would not have applied for Carer Support Payment if they had known that their pension would reduce the value of their award, and they were not aware of any advantages to having an award with underlying entitlement.

“Given my age at the start of the application process and the fact that I have a firm’s pension and State Pension, it should have been made clear that I was not eligible.” (Unsuccessful applicant)

“I thought it could have been made clearer at the outset that if you got State Pension, you can't get that payment.” (Unsuccessful applicant)

Similarly, one support organisation reported that many of the queries they receive relate to underlying entitlement. This was echoed by a Social Security Scotland staff member, who also noted that it was difficult to explain to people the advantages of having underlying entitlement.

“The ongoing thing is somebody's underlying entitlement, but they can't get Carer Support [Payment] because their income was the State Pension. [That is] one of the biggest things, we get so many queries over that.” (Support organisation)

“I think it's something that we struggle with as a whole is finding the best way to really break [underlying entitlement] down and explain to the clients that we're not paying you but you do still have access to other premiums with other benefits, so it can still benefit you to have [Carer Support Payment].” (Social Security Scotland staff member)

Interaction of Carer Support Payment with other benefits

Another element that caused confusion for some applicants was how Carer Support Payment may interact with any other benefits that the carer or cared-for person is receiving. Some examples given by interviewees included Universal Credit, Employment Support Allowance, and whether or not Carer Support Payment has any impact on National Insurance contributions that would count toward their State Pension entitlement.

“The bit that was confusing was about being on the Universal Credit at the same time, if that’s affecting my benefits.” (Successful applicant)

“I looked at other benefits and whether or not it would affect my husband's, because he gets a DWP higher rate. I wondered if [Carer Support Payment] would affect that, but it didn't.” (Successful applicant)

One support organisation reported that the possibility of Carer Support Payment affecting other benefits could discourage some people from applying.

“If somebody's getting severe disability premiums on top of Employment Support Allowance or housing benefit, they can lose that premium. So it's not clear cut, you've got to make sure that a cared-for person doesn't lose any money. And it's explaining that to the person and they're like, ‘I'm not applying then, even though I care, I'm not applying, taking money off them’.” (Support organisation)

Finally, two Social Security Scotland staff members highlighted that rules around education could be confusing for some applicants due to their complexity, and because they are different for Carer Support Payment compared to Carer’s Allowance.

“Queries around education for young people, whether or not they're entitled because there are different education rules from DWP to us, that's a big query.” (Social Security Scotland staff member)

“The education rules and stuff are pretty complex. I don't think people do fully understand it” (Social Security Scotland staff)

Policy details: Carer Support Payment education rules

Carer Support Payment has different rules around education than Carer’s Allowance, the benefit that it has replaced in Scotland.

• For Carer’s Allowance, carers in education are only eligible if they are studying part-time, for less than 21 hours a week.
• For Carer Support Payment, education rules are the same for the majority of carers. Carers aged 20 or over can be eligible whether they are studying part-time or full-time and at whatever level they are studying.

However, there are different rules for carers aged 16 to 19. These carers can be eligible if they are in part-time education at any level or full-time advanced education, but not if they are in in full-time non-advanced education, such as school. This is because support for young people in full-time non-advanced education is normally provided through support to their parent or guardian such as Child Benefit or Child Elements in Universal Credit for families on lower incomes. In addition, young carers may be able to receive support through the Education Maintenance Allowance, as well as Young Carer Grant.

To ensure that young carers who are entitled to benefits in their own right are not disadvantaged, carers aged 16 to 19 in full-time non-advanced education can be eligible in some exceptional circumstances. These circumstances are that the carer:

• does not get support from parents or guardians
• is responsible for a child or qualifying young person (including being a foster parent)
• gets a disability benefit and has been assessed or treated as having ‘limited capability for work’
• is a student and lives with a partner who is not
• or lives with a partner who is a student but meets any of the above exceptional circumstances.

Information on the rules is provided on Mygov (If you study - mygov.scot) and only carers aged 16 to 19 will be asked questions about education on application.

The application process

In the most recent Client Satisfaction Survey, the majority (84%) of Carer Support Payment applicants agreed or strongly agreed that the application process was clear, while 8% neither agreed nor disagreed, and 8% disagreed or strongly disagreed (n=719). From the commissioned survey, almost all respondents (91%, n=74) said that they found the application process easy or very easy to understand.

During interviews, most research participants described communications from Social Security Scotland during their application as clear and prompt. They spoke positively about the information provided on the application process and about Carer Support Payment itself.

“[Social Security Scotland] were quite good with [communicating]. I've actually still got the emails they had notified me when [my application] was received and when it was being processed and then finally when they had my answer. [Social Security Scotland] were always quite helpful with that.” (Successful applicant)

“Every step worked well. There was enough clear information regarding Carer Support Payment which made understanding the application process even easier.” (Successful applicant)

However, some interviewees wanted more communication while they were waiting for their applications to be processed.

“When you submit the application, I had one phone call about my earnings and then I didn't hear anything for quite a long time. But I just sort of assumed that maybe we’re not eligible. That was probably the only flaw, you don't receive any communication until you get your decision letter really.” (Successful applicant)

“They acknowledged I'd sent in the application. It took a long while. But there was nothing in between it, to say how it was going.” (Successful applicant)

This sentiment was echoed by one Social Security Scotland staff member, who felt that it would be helpful to provide clearer information about when clients could expect updates on their applications.

“I don't know specifically what it says on the website about how long it would take, but we have had a few people phoning in and saying, ‘online it says it should only take so many weeks. It's been three times as long now.’ [It would be helpful] if certain expectations could be set, even just updating our IVR (interactive voice response), ‘if you're phoning in about a new application and it's been less than three months, then we'll contact you and we'll have an update’.” (Social Security Scotland staff)

Some interviewees also suggested that more information be provided to applicants to help them understand the process and different stages of their application. A few suggested using an online portal where information about applications could be viewed.

“I think it would be really good if they'd done an online journal so that everyone had their own little journal they could upload things. Then if someone needed to they could reply and comment on it… I think if you were to do the journal then if they needed anything immediately, you'd get that notification and it would be on the ball instead of holding you up, that might be more useful.” (Successful applicant)

“In comparison to Universal Credit, where they've got journals and they can pop questions as and when they want and get replies as and when they want. We don't really have that just yet. It's probably a little string to our bow if we ever went down that avenue.” (Social Security Scotland staff member)

As being eligible for Carer Support Payment depends on how much the carer earns, applicants and people receiving Carer Support Payment must tell Social Security Scotland if there is any change in their earnings.

The commissioned survey asked respondents if they understood who to report a change of circumstances to and when to do this, if needed, during the application process. The majority (88%) of respondents agreed or strongly agreed, 9% disagreed and 3% were unsure (n=74).

4.2.2 Individuals’ applications are handled quickly

Official Carer Support Payment statistics from Social Security Scotland provide detail on the processing times for applications. The processing time is the number of working days from an application being received to when a decision is made or the application is withdrawn. The data is only calculated for applications that were processed – i.e. a decision was reached – within the time period, and by month of decision rather than month that the application was received.

As of December 2025 the average (median) processing time for applications since the launch of Carer Support Payment was 45 working days. Table 17^[17] provides more detail on the number of applications received and the average processing time by financial year^[18].

Table 17: Applications processed by financial year

Financial year	Total applications processed	Average (median) processing time (working days)
2023-2024	435	14
2024-2025	10,075	21
2025-2026 (to 31 Dec 2025)	21,920	62

This information shows that both the volume of applications and processing times have been increasing year-on-year. Considering data from the time period that this research was conducted (June - September 2025) the average (median) processing time was 73 working days in June, falling to 65 working days for September 2025. The most recent figures for December 2025 show a further reduction to 54 working days.

The Client Satisfaction Survey asks applicants how they feel about the processing time for their application. Almost two-thirds (63%) of respondents agreed or strongly agreed that their application was handled within a reasonable timeframe. Just over a fifth (22%) disagreed or strongly disagreed and 16% neither agreed nor disagreed (n=707).

There were notable differences in opinion between successful and unsuccessful applicants. More than three-quarters (78%) of successful applicants agreed or strongly agreed compared to just over half (55%) of unsuccessful applicants (Figure 6).

Successful applicants - 78% strongly agree or agree, 10% neither agree nor disagree and 12% disagree or strongly disagree

Unsuccessful applicants - 55% strongly agree or agree, 17% neither agree nor disagree and 29% disagree or strongly disagree

During interviews, applicants were asked if they were satisfied with how quickly they received a decision on their application. Some were happy with the length of time it took to receive their determination.

“I thought it was quite okay, it wasn't too long. I'm sure it was 4 to 8 weeks I think before I heard back.” (Successful applicant)

However, others felt that the length of time it took to process their application and receive a decision was too long. Many reported a wait time of several months. Some said that this had a financial impact where they had changed working patterns or stopped working in order to care for someone.

“I don't have a lot of money. I understand there has to be a process and that it takes time to confirm everything... I would imagine most people claiming Carer Support Payment wouldn't be in a good financial position or have lots of money. And they probably would appreciate a quicker time turnaround.” (Successful applicant)

“Taking an unpaid career break made the application more difficult and a very long drawn-out process when I wasn’t receiving income [from] an employer.” (Unsuccessful applicant)

“An individual couldn't apply while they were still working, they'd have to leave their job or at least reduce their hours in order to be [eligible], so they can work part time but lots of people go from full time to no work, you can't be applying waiting for your answer and then quit your job or then reduce your hours. You have to have made that decision, and then if someone is found to be not eligible, that whole period of time they’ve been waiting for what they think is going to be a benefit that doesn't come.” (Social Security Scotland staff member)

One support organisation noted that some people who apply withdraw their applications while waiting for a decision as it can be difficult to manage that period without any income.

“That could be because they've took up employment that earns more and a few of them have actually decided not to be a carer because of the process, the length of time. So they're saying I've went too long without any income. I need to go and get a job. And they've had to just pull their application.” (Support organisation)

Social Security Scotland staff also described processing times for applications as long. They felt that this created a situation where they had to respond to more enquiries from applicants waiting for a decision, reducing the staff available to process applications.

“We're stuck in that cycle of the long processing times, the calls are quite high because people naturally want to chase [their application] up.” (Social Security Scotland staff member)

A few respondents to the commissioned survey said that the application process could have been improved by receiving more regular updates on the progress of their application.

“[An] update on [my] application. I had to wait months for information and that was when I phoned.” (Successful applicant)

4.2.3 Individuals are aware of the benefits, support and services that are available to them

A key way to gauge awareness of a benefit is by considering its take-up rate. Scottish Government analysts estimate take-up rates^[19] for the devolved Scottish benefits. These results are published annually, and the most recent are available online: Take-up Rates of Scottish Benefits: October 2025 - gov.scot. Carer Support Payment only became available in November 2024, and the case transfer from the DWP continued throughout the most recent complete financial year (2024-25). Therefore, it was not possible to robustly estimate the take-up rate of Carer Support Payment for the most recent publication, since recipients were split between Social Security Scotland and the DWP and it is not possible to differentiate eligibility within Scotland across equivalent Social Security Scotland and DWP benefits. Now that the case transfer process is complete, analysts will work towards developing a methodology to estimate the take-up rate for Carer Support Payment and will report on progress towards this in the next take-up rate analysis publication scheduled for Autumn 2026.

This means that at this time, it is not possible to estimate how many carers who are eligible for Carer Support Payment currently have an award.

In the interviews, a few clients reported that they were not aware of carer benefits when they first began caring and had gone without support for years, and had experienced some financial difficulties during that time.

“Although I've had the care role for many years now, no one's ever told me like ‘hey this is what you can have for support’, both as a young carer and now as an adult carer for my mum. So that was something that I felt perhaps could have been maybe improved. I think especially directly on Carer Support Payment website that I went through, it might have been beneficial to have something on there.” (Successful applicant)

“I feel people should be more aware that the support payment is available. I had to take redundancy from work to care for my dad and have had to use my redundancy payment to live and pay bills. I only found out about this support payment in April 2025 and have been caring for dad for the past six years.” (Unsuccessful applicant)

Just under a fifth (17%) of Client Satisfaction Survey respondents said that they had been told about other benefits they may be entitled to by Social Security Scotland staff. More than a third (35%) said that they had not. Almost half (48%) did not feel the question was applicable to their situation (n=417).

4.2.4 Individuals understand how to challenge a determination, and are clear on process and timings for re-determination decisions

Of the survey respondents and interviewees who had made an unsuccessful application for Carer Support Payment, most understood the reasons why their application was unsuccessful. A few of these interviewees and one support organisation highlighted that communications around decisions and the reasons for these were clear.

“The award letters are quite straightforward explaining why somebody might not qualify.” (Support organisation)

“At least I understood why. I was sitting right on that [earnings] threshold, right on the cusp. But I get that a line needs to be drawn somewhere.” (Unsuccessful applicant)

Client Satisfaction Survey respondents were asked if they felt that the decision made on their Carer Support Payment application was clear. Table 18 below shows that more than three-quarters (77%) agreed, and most (78%) also understood the decision and agreed with it (73%).

Table 18

Thinking about the decision(s) made on your application…	Strongly agree or agree	Neither agree nor disagree	Disagree or strongly disagree
It was explained clearly (n=585)	77%	13%	9%
I understood the decision (n=570)	78%	12%	10%
I agreed with the decision (n=564)	73%	14%	13%

There are notable differences when looking at unsuccessful applicants:

• Only half (50%) thought the decision made on their application was clearly explained. More than a quarter (29%) disagreed (n=76).
• More than two-fifths (45%) said that they understood the decision, but more than a third (36%) said they did not (n=76).
• Only a quarter (26%) agreed with the decision, and slightly more than half (51%) disagreed with the decision that had been made on their application (n=73).

Re-determinations

Policy detail: Re-determinations

Carer Support Payment applicants have the right to request a re-determination if they disagree with the original decision made on their application. Carers can request a re-determination online, by phone or through a re-determination request paper form. When a re-determination is requested a new team at Social Security Scotland will look at the application and any additional information to make a new decision, independent of the original.

Re-determination requests must be made within 42 days of a client receiving their original decision letter. Social Security Scotland then have 56 days to make a new decision following the re-determination request. If an applicant is unhappy with the re-determination request, they can appeal to the First-tier Tribunal within 31 days of the new decision being made.

Official statistics show that 950 re-determination requests have been received for Carer Support Payment up to December 2025, with 880 of these re-determinations completed. Of these:

• 32% were allowed or partially allowed
• 62% were disallowed
• 92% of valid re-determination requests were closed within 56 days.

Recent findings from a Social Security Scotland survey on re-determinations, appeals and complaints showed that most respondents^[20] (73%) understood how to ask for a re-determination. Most respondents (75%) were also clear on how long they had to request this, and on how long Social Security Scotland had to respond (65%). However, only 57% agreed or strongly agreed with the statement ‘it was clear what the re-determination process would involve and what I should expect.’ Almost a quarter (23%) disagreed or strongly disagreed and 17% neither agreed nor disagreed (n=1326)^[21].

These findings are similar to those of the commissioned survey of Carer Support Payment applicants, where more than three-quarters (77%, n=73) of respondents said that they were aware of their right to request a re-determination or appeal. Most (73%, n=73) also knew how to request a re-determination or appeal and two-thirds (66%, n=73) understand the timescales that are involved.

Only four respondents had requested a re-determination or appeal. Of these, three described their experience as poor and one as good. One respondent provided more detail about their experience, describing it as a significant and demanding additional task to take on for someone who is already providing care.

“I think that there needs to be a more sensitive and empathetic approach to this kind of benefit when people have children with special needs. It is so hard and there are many days where you're absolutely on your knees and you just don't have any fight left in you for anything let alone attending a tribunal call... It really is a massive undertaking for people in this situation. I think it's very important that the Scottish Government realise that.” (Successful applicant (following an appeal))

As this is a small sample, it cannot be assumed that this is representative of client experiences of redeterminations or appeals for Carer Support Payment. More research into client experiences of redeterminations and appeals could be helpful to identify common themes and any scope for improvements.

4.2.5 Individuals feel that they have been treated with dignity, fairness and respect by Social Security Scotland

More than four-fifths (86%, n=708) of Client Satisfaction Survey respondents stated that they were treated fairly and respectfully during their application process. Thinking about their overall experience with Social Security Scotland, a clear majority (87%, n=714) said that they were treated with dignity, that they were treated fairly (82%, n=701) and that they were treated with respect (88%, n=708).

These results varied significantly for unsuccessful applicants, who were less likely than successful applicants to say that they were treated with dignity, fairly and with respect (Figures 7, 8 and 9).

During interviews, most applicants said that they were treated with dignity, fairness and respect during the application process or other interactions with Social Security Scotland. Mostly positive feedback was given on Social Security Scotland staff, who interviewees described as being helpful, competent, compassionate and polite.

“Staff themselves [were] extremely polite and really did seem to know what they were doing and did seem to sort things out.” (Successful applicant)

“I think the nicest thing I found is the people that answer the phones are just human and quite compassionate and really nice, like really helpful.” (Successful applicant)

However, a small number of interviewees felt that they were not treated with dignity, fairness and respect due to negative experiences with Social Security Scotland staff.

“[Social Security Scotland staff] did sound bored, at least two of them. And I never spoke to the same person twice, but at least twice I thought, ‘oh, could you take an interest, please?’ Because this really does matter to me.” (Successful applicant)

“When I’m phoning up I feel like they can be quite abrupt or dismissive when you’re trying to explain something.” (Successful applicant)

Some interviewees and staff from support organisations were also critical of other aspects of client interactions with Social Security Scotland, which they felt undermined the principles of dignity, fairness and respect. These included long processing times for applications, poor communication and difficulties contacting Social Security Scotland.

“It's just the backlog that they have, you would question that, how long it's taken to actually make decisions, you would say that's a problem. But the actual application, it's how long it's taken sometimes for decisions to come back. So I would say that's the part with dignity, but you're thinking people have not got any dignity, you've got no money in your pocket.” (Support organisation)

“It's no different from any other bureaucratic system now. You're kept waiting and when you finally get through, you're losing the will to live. You're a busy carer, you haven't got the time. Forty minutes, just waiting.” (Successful applicant)

One respondent felt that current rules around earnings were unfair. They suggested that these could be made fairer by deducting from the payment according to how much an individual was over the earnings limit, rather than stopping it completely.

“If people want to earn more or work longer hours then they should still receive Carer Support Payment. It is unfair when you have a pay rise and your allowance stops because of this, even though you still provide the same amount of care. A fairer system would be to take a pound off your allowance for every pound of earnings you receive that is over the earnings threshold. You shouldn’t be punished by losing all of the [payment], that isn’t a fair way to do it.” (Successful applicant)

4.2.6 Individuals understand entitlement rules for claiming backdated payments and the processes around this

Policy detail: Backdated payments

When someone applies for Carer Support Payment they can ask Social Security Scotland to backdate their payment. This means that they may be awarded payments starting from a date in the past, providing that they were eligible for Carer Support Payment at that time. Payments can be backdated for up to 13 weeks, although in some cases this can be extended^[22]. A client’s award letter will inform them if they have been successful in their request for backdated payments, the amount that they will be paid and the period that this payment relates to.

During the commissioned research, survey respondents were asked if they found any parts of Carer Support Payment hard to understand. Only 15% of survey respondents identified how to claim backdated payments and the process and timing for this as an element that was difficult to understand (see Figure 5 above).

During interviews, participants were also asked if they understood the rules and process for claiming backdated payments as part of their application for Carer Support Payment. Most interviewees said that they understood they were able to do this as part of their application, and knew how to do this. Some had successfully requested backdated payments.

However, a few interviewees were unaware of how to claim backdated payments, and one was confused as to how and when their backdated payments would be paid.

“No information like that [on how to claim backdated payments] was given to me. None.” (Successful applicant)

“That was a bit of a surprise. So I assumed you'd just start getting the payment from when they sent me the letter… and then one day when I was on my banking app I just saw a larger amount. And then it made me panic so then I did have to go on the online chat thing and ask was this actually for us or has there been a mistake? And then it was explained.” (Successful applicant)

4.3 Medium-term outcomes

Research for the medium-term outcomes for Carer Support Payment is planned for the second phase of reporting for the Carer Benefits Evaluation, currently due for publication in Summer 2026. Where evidence emerged as part of the research conducted during the first phase of evaluation it has been included under the relevant outcome. Findings presented here are therefore indicative and will be expanded upon once research and data analysis for the second phase is complete.

4.3.1 Individuals who are eligible take up the benefit and get all of the support that they are entitled to

As outlined in section 4.2.3, at this time, it is not possible to estimate how many carers who are eligible for Carer Support Payment currently have an award.

However, this research did identify some issues that could act as potential barriers to take-up, including:

• Difficulties with applications. Around a quarter of Client Satisfaction Survey respondents reported encountering a barrier during their application. During the commissioned research clients reported difficulties with accessing online applications or contacting Social Security Scotland, and issues with the application form such as not being able to provide enough information on individual circumstances or supplying supporting information (Section 4.1.1). Some groups may also need additional support during the application process, including people with health conditions or those with English as a second language^[23].
• Long processing times for applications, which led to some applicants withdrawing their application or experiencing financial difficulties (Section 4.2.2)
• Confusion around how Carer Support Payment interacts with other benefits, primarily State Pension and Universal Credit (Section 4.2.1 and Section 5.3).

However, some of the evidence from this research also shows that carers are aware of some of the different ways to claim support that they are entitled to. One way is through looking at the ability of applicants to claim backdated payments for time they spend caring before an application is approved. As discussed above in Section 4.2.6, the majority of participants understood how to claim backdated payments during the application process.

Another way is to look at the ability of applicants to request a re-determination if they disagree with a decision made on their application. As shown in Section 4.2.4, the majority of participants are aware of their right to request a re-determination, along with the processes and timings for these.

A final measure is to consider if successful applicants receive the payments that they are entitled to, on time and without any unexpected gaps or breaks in payment. As discussed in Section 4.3.2 below, following a successful application, interviewees did not report any problems with receiving their payments.

4.3.2 Individuals experience stability of support

Respondents to the commissioned survey were asked if they agreed with the statement that Carer Support Payment was a stable source of support for them. More than four-fifths (87%) of respondents agreed or strongly agreed, one-in-ten (10%) disagreed or strongly disagreed and 3% were unsure (n=97).

One of the most common impacts of Carer Support Payment reported during research was an improvement to financial stability. This was linked to an improved ability to manage and plan household expenses, and less financial pressure. This in turn was described as improving wellbeing through reducing stress caused by worrying about finances.

“I think knowing that you have that money coming in, I think 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)

“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)

“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)

Participants also noted that the regularity of the payments provided stability of support, particularly where they have a variable income due to caring responsibilities affecting their ability to work.

“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)

4.3.3 Individuals are able to access wider support services external to Social Security Scotland

This outcome was not covered in research for Phase 1. However, some participants noted during interviews that they had been able to access additional support, such as discount schemes, due to being recognised as a carer through receipt of Carer Support Payment, or through being connected with local support services following transfer of their award (Section 4.3.4) or making an application (Section 5.1).

4.3.4 Individuals are able to access opportunities outside of caring e.g. for education and employment

Respondents to the commissioned survey were asked if they felt that Carer Support Payment had helped them to access opportunities outside of caring. Half (49%) agreed or strongly agreed that it helped them to access opportunities such as education and employment. Just over a quarter (27%) disagreed or strongly disagreed and 23% were unsure (n=99).

Some carers reported that activities such as training or part-time study now felt more achievable as they had more confidence and less financial constraints. One carer said that receiving Carer Support Payment had allowed them to undertake a part-time qualification, which subsequently connected them with further support from a local carers’ organisation.

“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)

Some participants also reported that receiving Carer Support Payment allowed them to access opportunities outside of caring that they previously could not due to financial barriers. These opportunities included things like short breaks, family outings, money for hobbies and small treats for the family or children like takeaway meals or toys. These were variously described as improving quality of life and wellbeing for carers and the cared for person, reducing stress and bringing happiness.

“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)

“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)

“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)

4.3.5 Individuals feel that they have a positive relationship with Social Security Scotland

The Client Satisfaction Survey asks respondents how they feel about Social Security Scotland in terms of trust, openness and honesty. More than three-quarters (79%) agreed or strongly agreed that they felt they could trust Social Security Scotland. Less than one-in-ten (7%) disagreed or strongly disagreed and 15% neither agreed nor disagreed (n=706).

More than three-quarters (76%) agreed or strongly agreed that Social Security Scotland was an open and honest organisation. A small number (4%) disagreed or strongly disagreed and a fifth (20%) neither agreed nor disagreed (n=694).

The majority of feedback from carers during the commissioned survey and interviews indicates a positive relationship with Social Security Scotland. Around three-quarters (74%, n=123) of respondents to the survey said that they have a good relationship with Social Security Scotland.

Many carers described staff at Social Security Scotland as approachable, helpful and supportive, and said that their interactions were respectful and responsive. Some highlighted the willingness of staff to help them and understand their individual circumstances in particular.

“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)

“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)

Others reported that Social Security Scotland was easy to contact and communications were quick, friendly and efficient.

“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)

“[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)

Although most feedback was positive, there were a few examples of clients who did not feel that they had a positive relationship as noted in Section 4.2.5.

4.3.6 Individuals feel that Carer Support Payment provides recognition of the caring role they provide

Participants in the commissioned research were asked if they felt that receiving Carer Support Payment offered some recognition of the caring role that they provide. Four-fifths (80%, n=123) of survey respondents agreed or strongly agreed that Carer Support Payment made them feel that their caring role was recognised.

Qualitative feedback was also positive about the recognition offered by Carer Support Payment, and the meaningful impact that this has for carers. Participants said that receiving the payment made them feel that the emotional and physical labour required to be a carer was recognised, particularly when this was on top of other roles such as being a parent.

“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)

Participants also felt that Carer Support Payment was framed differently to other benefits, offering recognition of their role and also the different circumstances that carers may be in, such as young carers who are in education. Participants viewed this as inclusive and empowering, helping carers to feel supported and recognised.

“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)

“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)

Views on the level of payment provided

Carer Support Payment is designed to offer recognition of the caring role provided and to offset some of the impact that this can have on the carer’s ability to work by replacing some of the lost income. It is not intended as a payment for the care provided.

However, while many participants in this research felt that Carer Support Payment was offering recognition of their caring role, there were some who felt that their caring work was not properly recognised. These participants stated that they felt the level of payment provided by Carer Support Payment was too low for the amount or intensity of caring they did.

“The amount of money is really a pittance considering the 24 hour job I do and it would cost the government vastly more if I decided to continue to work and have paid carers do the work.” (Successful applicant)

“Stop making us feel we are doing nothing for payment, I work harder now than I have in the 39 years I worked, it’s a 24/7 job.” (Case transfer client)

A number of participants equated Carer Support Payment with an hourly wage, noting that this was very low. This suggests that there may be some misunderstanding over the purpose of Carer Support Payment.

“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)

“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)

“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)

“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)

A few participants felt that there should be a higher level of payment where someone was caring for more than one person^[24].

“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)

4.4 Long-term outcomes

This section considers the long-term outcomes for Carer Support Payment. As with the case transfer process above, these long-term outcomes refer to goals that are not affected by policy alone, but depend on many different societal factors.

This section therefore aims to provide evidence of progress by summarising findings from the short and medium-term outcomes together with additional data where relevant.

As Carer Support Payment has only recently been introduced, a full assessment of these long-term outcomes would require further data collection across a longer time period to assess the impact of the benefit over time. In particular, it requires more substantive quantitative data and the ability to link this with other data sources.

4.4.1 The take up of benefits is maximized

As noted above in Section 4.3.1, there are currently no take-up estimates available for Carer Support Payment. Once a methodology has been developed to allow estimation of take-up rates, more evidence will be available.

Indirectly, there was evidence from some outcomes which will contribute to take-up of Carer Support Payment, namely that:

• Most clients found the application process clearly explained, easy to understand, accessible and straightforward. Most understood how to get help from Social Security Scotland during applications if they needed it (Section 4.1.1)
• Most clients understood the rules for Carer Support Payment around earnings and eligibility (Section 4.2.1)

Positive opinions of Social Security Scotland may also help to contribute toward the take-up of benefits (Sections 4.3.5 and 4.3.6).

However, there are many other factors which will affect the take-up of benefits in Scotland, for example, changes within the social security system and government policies relating to the delivery of benefits.

4.4.2 Poverty is reduced

The reduction of poverty is not an explicit aim of the carer benefits. They are intended as recognition payments for the caring role that carers provide. However, there is some evidence that receiving Carer Support Payment had a positive financial impact for some and may be contributing to alleviating pressure on finances and stress and anxiety linked to this. During this research, carers reported that:

• Carer Support Payment gave them some measure of financial stability, and they experienced reduced pressure on finances caused by loss of earnings due to caring (Section 4.3.2).
• They were able to use Carer Support Payment to offset some of the costs of caring e.g. specific clothing needs or equipment (Section 5.1).
• Some were able to access additional support, such as discount schemes (Section 5.1).

4.4.3 Public services treat people with dignity and respect

As shown in Section 4.2.5, most clients agree or strongly agree that they were treated with dignity, fairness and respect by Social Security Scotland, although 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 across multiple services would be needed to evidence this outcome.

4.4.4 Trust in Social Security Scotland increased

As discussed in Section 3.4.1, data from the Client Satisfaction Survey shows that in the most recent financial year there has been a small increase in the number of clients who feel that they can trust Social Security Scotland. More long-term data will be needed to assess trends over time. In particular, as Carer Support Payment has only recently been introduced more time will be needed to assess if and how it is contributing to levels of trust in Social Security Scotland.