Social Security Scotland - Policy, procedure and Equality Act queries: FOI release

Information requested

Request for information 1:

Copies of your internal policies in relation to how you transition a young person from DLA to ADP. Details, of these policies that your organisation should follow something goes wrong in this process including processes that should be followed an issue has been brought to your attention.

Request for information 2:

What is your escalation process when a complaint/concern is raised?

Request for information 3:

Records of the number of individuals seeking ADP who have only submitted section one of their ADP application before their 18th birthday and have had their DLA reinstated prior to a decision being made about the ADP.

Request for information 4:

Your internal policy that prevents a live call from the public being escalated to a manager. Alternatively, a copy of your internal policy which details how a call handler should manage a call when a request to speak to a manager has been raised.

Request for information 5:

What is your policy regarding promised call back calls to your client or their representative?

Request for information 6:

What are your disciplinary procedures for workers providing false or deliberately misleading information?

Request for information 7:

Please provide a copy of your equality and inclusion policy.

Request for information 8:

Please provide a copy of your complaints procedure.

Response

Request for information 1:

We have interpreted your request to be for copies of Social Security Scotland policies in relation to how we transition a young person from DLA to ADP. All of the information you have requested is available from Adult Disability Payment - mygov.scot and Adult Disability Payment decision making guide - Social Security Scotland. Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

Requests for information 2 and 8:

All of the information you have requested is available from Complaints handling procedure - Social Security Scotland and Make a complaint - Social Security Scotland . Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

Request for information 3:

We have interpreted your request to relate to Disability Living Allowance, Personal Independence Payment and Adult Disability Payment.

While our aim is to provide information whenever possible, in this instance Social Security Scotland does not have the information you have requested. Disability Living Allowance and Personal Independence Payment are both administered and delivered by the Department for Work and Pensions. As such, Social Security Scotland does not hold information in relation to these benefits that would allow us to carry out an analysis for the information within scope of your request.

Social Security Scotland require a Part 2 Adult Disability Payment application in order to progress to decision stage.

This is a formal notice under section 17(1) of FOISA that Social Security Scotland does not have the information you have requested.

Requests for information 4 and 5:

We have interpreted you request to relate to situations where a client wishes to raise a complaint to a manager. Attached is a copy of internal guidance with the steps that should be taken in such a circumstance (Document 3).

Requests for information 6:

Such behaviours would fall under our Standards of Behaviour. Where action is required we would apply the Scottish Government Discipline Policy accordingly. Attached are copies of the Scottish Government Standards of Behaviour and Discipline Policy (Documents 1 and 2).

Request for information 7:

Please provide a copy of your equality and inclusion policy.

All of of the information you have requested is available from Inclusive Communication and Equality - Social Security Scotland and Mainstreaming Equality Report 2025 - Social Security Scotland. Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.

FOI 202600504836 - Information released - Documents

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