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Publication - Research and analysis

Devolved disability benefits: decision making evaluation

Published
19 February 2026
From
Director-General Communities and External Affairs
Directorate
Tackling Child Poverty and Social Justice Directorate
ISBN
9781806436224

Overall, there is evidence that the policy principles of decisions being person-centred and trust-based are being met, however, client experience tended to vary depending on their circumstances.

Part of

View supporting documents Supporting documents

Annex B: Supplementary tables

Please note that the following tables only include respondents who applied for Adult or Child Disability Payment. Note that with the exception of type of disability which was provided by the Client Satisfaction Survey team, these numbers were taken from the Client Satisfaction Survey 2024-25 Annual report and the corresponding supplementary tables published. The numbers were calculated based on the proportions and total numbers provided and then rounded up or down to the nearest whole number, as appropriate.

Table S1 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Benefit payment
Benefit Payment Total number of respondents
CDP 1,237
ADP 12,285
Table S2 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Outcome
Outcome Total number of respondents
Successful applicants 8,719
Unsuccessful applicants 3,147
Table S3 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Gender
Gender Total number of respondents
Man 5,054
Woman 7,928
Table S4 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Age
Age category Total number of respondents
16-24 607
25-34 867
35-44 2,223
45-54 2,743
55-64 5,082
65 and over 1,652
Table S5 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Ethnicity
Ethnicity Total number of respondents
White 12,232
Minority ethnic 626
Table S6 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: SIMD
SIMD Quintile Total number of respondents
1 3,358
2 2,772
3 2,204
4 1,721
5 1,143
Table S7 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Rurality
Rurality Total number of respondents
Urban 9,512
Rural 1,686
Table S8 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Type of disability
Type of Disability Total number of respondents
Mobility such as walking short distances or climbing stairs 1,644
Other 3,939
Breathing, fatigue, or stamina 739
Dexterity such as lifting or carrying objects or using a keyboard 348
Learning, understanding, or concentrating 936
Memory 1,653
Social or behavioural such as associated with Autism, attention deficit disorder or Aspergers' syndrome 129
Hearing such as deafness or partial hearing 67
Vision such as blindness or partial sightedness 183
Table S9 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 8371 (64%) 1769 (14%) 2908 (22%) 13048
Table S10 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
CDP 985 (81%) 105 (9%) 127 (10%) 1217
ADP 7386 (62%) 1664 (14%) 2781 (24%) 11831
Table S11 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 6800 (80%) 874 (10%) 793 (9%) 8467
Unsuccessful 714 (23%) 586 (19%) 1764 (58%) 3064
Table S12 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Ethnicity
Ethnicity Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
White 7636 (64%) 1608 (14%) 2637 (22%) 11881
Ethnic minority 440 (74%) 66 (11%) 88 (15%) 594
Table S13 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Gender
Gender Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Man 3066 (63%) 678 (14%) 1119 (23%) 4863
Woman 5110 (66%) 1007 (13%) 1600 (21%) 7717
Table S14 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Type of disability
Type of disability Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Vision 33 (54%) 8 (13%) 20 (33%) 61
Hearing 72 (58%) 19 (15%) 34 (27%) 125
Mobility 1126 (70%) 193 (12%) 286 (18%) 1605
Dexterity 492 (68%) 87 (12%) 140 (20%) 719
Learning 233 (70%) 45 (14%) 56 (17%) 334
Memory 576 (63%) 133 (15%) 200 (22%) 909
Stamina 2352 (61%) 567 (15%) 929 (24%) 3848
Social or behavioural 839 (52%) 208 (13%) 575 (36%) 1622
Other 116 (66%) 24 (14%) 36 (21%) 176
Table S15 Client Satisfaction Survey 2024-25 overall responses to: the application only asks relevant questions
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 7995 (62%) 2356 (18%) 2617 (20%) 12968
Table S16 Client Satisfaction Survey 2024-25 overall responses to: staff listened to me (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 5630 (86%) 488 (7%) 436 (7%) 6554
Table S17 Client Satisfaction Survey 2024-25 breakdowns of responses to: they felt trusted (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
CDP 589 (88%) 49 (7%) 34 (5%) 672
ADP 4688 (81%) 632 (11%) 489 (8%) 5809
Table S18 Client Satisfaction Survey 2024-25 breakdowns of responses to: they felt trusted (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 4180 (91%) 298 (7%) 142 (3%) 4620
Unsuccessful 614 (50%) 296 (24%) 317 (26%) 1227
Table S19 Client Satisfaction Survey 2024-25 breakdowns of responses to: they felt trusted (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Age
Age Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
16 to 24 278 (75%) 48 (13%) 46 (12%) 372
25 to 34 340 (76%) 50 (11%) 56 (13%) 446
35 to 44 836 (79%) 110 (10%) 117 (11%) 1063
45 to 54 1107 (82%) 148 (11%) 100 (7%) 1355
55 to 64 1975 (84%) 226 (10%) 147 (6%) 2348
65 or over 645 (86%) 73 (10%) 31 (4%) 749
Table S20 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 7096 (59%) 1470 (12%) 3448 (29%) 12014
Table S21 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
CDP 933 (79%) 71 (6%) 184 (16%) 1188
ADP 6163 (57%) 1399 (13%) 3264 (30%) 10826
Table S22 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 6825 (81%) 715 (11%) 715 (9%) 8446
Unsuccessful 132 (4%) 338 (11%) 2585 (85%) 3055
Table S23 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Gender
Gender Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Men 2464 (56%) 617 (14%) 1345 (30%) 4426
Women 4437 (62%) 802 (11%) 1911 (27%) 7150
Table S24 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 8327 (69%) 1445 (12%) 2283 (19%) 12055
Table S25 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
CDP 997 (85%) 64 (5%) 118 (10%) 1179
ADP 7330 (67%) 1381 (13%) 2165 (20%) 10876
Table S26 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 7563 (88%) 669 (8%) 335 (4%) 8567
Unsuccessful 725 (24%) 712 (23%) 1641 (53%) 3078
Table S27 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Gender
Gender Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Men 3032 (67%) 660 (15%) 864 (19%) 4556
Women 5246 (72%) 882 (12%) 1127 (16%) 7255
Table S28 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Ethnicity
Ethnicity Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
White 7775 (70%) 1465 (13%) 1906 (17%) 11146
Ethnic minority 431 (77%) 62 (11%) 67 (12%) 560
Table S29 Client Satisfaction Survey 2024-25 overall responses to: My practitioner understood my disability or health condition(s) and how it affects me (Note: only asked of those who reported that they had a consultation)
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 515 (84%) 57 (9%) 38 (6%) 610
Table S30 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 9785 (75%) 1941 (15%) 1416 (11%) 13142
Table S31 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
CDP 1041 (85%) 117 (10%) 65 (5%) 1223
ADP 8744 (73%) 1824 (15%) 1351 (11%) 11919
Table S32 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 7728 (90%) 615 (7%) 221 (3%) 8564
Unsuccessful 1079 (35%) 930 (30%) 1048 (34%) 3057
Table S33 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Age
Age Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
16 to 24 431 (72%) 103 (17%) 61 (10%) 595
25 to 34 580 (68%) 122 (14%) 149 (18%) 851
35 to 44 1566 (72%) 283 (13%) 315 (15%) 2164
45 to 54 1980 (74%) 379 (14%) 306 (12%) 2665
55 to 64 3797 (77%) 768 (16%) 396 (8%) 4961
65 or over 1267 (79%) 225 (14%) 117 (7%) 1609
Table S34 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Age
Ethnicity Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
White 8922 (75%) 1769 (15%) 1249 (10%) 11940
Ethnic minority 495 (83%) 58 (10%) 47 (8%) 600
Table S35 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Age
Disability Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Vision 46 (73%) 6 (10%) 11 (18%) 63
Hearing 87 (70%) 25 (20%) 13 (10%) 125
Mobility 1269 (79%) 216 (13%) 124 (8%) 1609
Dexterity 570 (78%) 96 (13%) 62 (9%) 728
Learning 248 (74%) 45 (14%) 41 (12%) 334
Memory 653 (72%) 145 (16%) 106 (12%) 904
Stamina 2829 (74%) 608 (16%) 410 (11%) 3847
Social or behavioural 1065 (65%) 265 (16%) 298 (18%) 1628
Other 138 (77%) 20 (11%) 21 (12%) 179
Table S36 Client Satisfaction Survey 2024-25 overall responses to: Have you faced any barriers getting help from Social Security Scotland? (Select all that apply) I could not get the information or updates I needed
Overall responses Yes No Total number
Count 1438 (11%) 11810 (89%) 13248
Table S37 Client Satisfaction Survey 2024-25 overall responses to: Have you faced any barriers getting help from Social Security Scotland? (Select all that apply) I could not communicate with Social Security Scotland when I wanted to
Overall responses Yes No Total number
Count 1158 (9%) 12090 (91%) 13248
Table S38 Client Satisfaction Survey 2024-25 overall responses to: Have you faced any barriers getting help from Social Security Scotland? (Select all that apply) I could not communicate with Social Security Scotland how I wanted to
Overall responses Yes No Total number
Count 11698 (88%) 1550 (12%) 13248
Table S39 Client Satisfaction Survey 2024-25 overall responses to: My application(s) was/ (were) handled within a reasonable time frame
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 8237 (62%) 2192 (17%) 2790 (21%) 13219
Table S40 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 9785 (75%) 1941 (15%) 1416 (11%) 13142
Table S41 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
ADP 7701 (66%) 2971 (25%) 1042 (9%) 11714
CDP 972 (80%) 187 (16%) 51 (4%) 1210
Table S42 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 7036 (83%) 1321 (16%) 160 (2%) 8517
Unsuccessful 827 (28%) 1369 (46%) 808 (27%) 3004
Table S43 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Ethnicity
Ethnicity Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
White 7905 (67%) 2907 (25%) 955 (8%) 11767
Ethnic minority 463 (78%) 93 (16%) 35 (6%) 591
Table S44 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Overall responses
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
count 9019 (69%) 2530 (19%) 1543 (12%) 13092
Table S45 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Benefit
Benefit Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
ADP 8010 (68%) 2388 (20%) 1468 (12%) 11866
CDP 1009 (82%) 142 (12%) 75 (6%) 1226
Table S46 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Outcome
Outcome Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Successful 7411 (86%) 961 (11%) 225 (3%) 8597
Unsuccessful 796 (26%) 1133 (37%) 1129 (37%) 3058
Table S47 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Age
Age Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
16 to 24 391 (67%) 116 (20%) 81 (14%) 588
25 to 34 538 (64%) 157 (19%) 151 (18%) 846
35 to 44 1477 (69%) 360 (17%) 313 (15%) 2150
45 to 54 1814 (68%) 524 (20%) 328 (12%) 2666
55 to 64 3506 (71%) 978 (20%) 471 (10%) 4955
65 or over 1163 (73%) 300 (19%) 129 (8%) 1592
Table S48 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Ethnicity
Ethnicity Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
White 8247 (69%) 2308 (19%) 1359 (11%) 11914
Ethnic minority in the UK 466 (78%) 76 (13%) 55 (9%) 597
Table S49 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Disability
Disability Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Vision 41 (62%) 14 (21%) 11 (17%) 66
Hearing 76 (61%) 32 (26%) 17 (14%) 125
Mobility 1179 (74%) 297 (19%) 122 (8%) 1598
Dexterity 529 (73%) 124 (17%) 69 (10%) 722
Learning 226 (68%) 72 (22%) 33 (10%) 331
Memory 620 (68%) 171 (19%) 116 (13%) 907
Stamina 2578 (67%) 790 (21%) 485 (13%) 3853
Social or behavioural 963 (59%) 304 (19%) 355 (22%) 1622
Other 123 (69%) 41 (23%) 15 (8%) 179
Table S50 Client Satisfaction Survey 2024-25 overall responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland treated me with dignity
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 10036 (77%) 2145 (16%) 934 (7%) 13115
Table S51 Client Satisfaction Survey 2024-25 overall responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland treated me with fairness
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 9208 (71%) 2022 (16%) 1761 (14%) 12991
Table S52 Client Satisfaction Survey 2024-25 overall responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland treated me with respect
Overall responses Strongly agree or agree Neither agree nor disagree Disagree or strongly disagree Total number
Count 10118 (77%) 2031 (16%) 918 (7%) 13067
Table S53 Client Satisfaction Survey 2024-25 overall responses to: Have you felt discriminated against at any point during your experience with Social Security Scotland?
Overall responses Yes No Prefer not to say Total number
Count 1058 (8%) 11443 (85%) 901 (7%) 13402

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The data collected for this social research publication:

  • may be made available on request, subject to consideration of legal and ethical factors. Please contact socialresearch@gov.scot for further information.

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Email: Stefania.Pagani@gov.scot

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