Social Security Charter Review: research findings

11. Phase one findings: Seldom heard groups evidence review

A review of existing evidence examined reports from the Seldom Heard Voices research programme.^[16] The review of evidence highlighted a number of common barriers experienced by seldom heard groups to accessing and engaging with the social security system. The sections below outline these barriers. A summary of how these findings were used in the next phase of research are described in section 12.

11.1 Low awareness and isolation

A common barrier across all groups was a lack of awareness of the social security system and other sources of available support. This included being unaware or confused about eligibility rules and which body was responsible for delivering different benefits. People often stated that information about benefits was hard to find, difficult to understand or inconsistent.

“As a foster carer, I am not sure what I would be entitled to for the child within my care, then moving onto being an adoptive parent. I can now apply but due to never using benefits in the past, I do not know what or if I am entitled to anything.”^[17]

Linked to the theme of awareness, isolation was a factor for many of the groups. This included social, physical and cultural isolation. These were sometimes mentioned as overlapping factors. For example, an older member of an ethnic minority community who is housebound may experience all three. Isolation could be compounded by a reliance on family and friends to support or handle applications and communication about benefits. This barrier was most commonly mentioned by those from ethnic minority communities or who had English as a second language.

11.2 Difficulty navigating the social security system

All of the seldom heard groups involved in previous research highlighted difficulties navigating the benefits system. The groups experienced barriers to understanding processes, completing applications, and making appeals.

Participants described feeling confused and helpless during application and appeals processes. Participants said they weren’t sure what they had to do and what was required of them. They said processes were unclear and weren’t sure who was responsible for making decisions and how they were made.

The groups described the structure and language of forms as repetitive, inflexible, prescriptive and overly long. Many said that they relied on support from third party organisations to make applications and engage with the system.

“It was like a book. Someone with experience is much better to fill these things in. The woman from Macmillan took a pen and crossed out pages just saying, ‘that’s not relevant to you’, but we didn’t know…”^[18]

11.3 Communication needs

All groups raised communication as a key issue and potential barrier. Needs varied between and within groups.

Limited means of communication was one of the most frequently mentioned barriers. This included people who felt they didn’t have enough choice about how they communicated with benefit agencies. Some felt options were limited and some forms of communication were prioritised which might not suit everyone for example, online or telephone. Digital exclusion was another common barrier described across all groups. Feedback stressed that not all individuals felt comfortable using digital communication and many did not have access to the technology required, such as smartphones, computers or internet access.

“… [finding out about benefits] it depends on age, young people are all on computers and their phones and all their IT stuff, so certainly IT, but I still think like the older generation are more into like something to read and stuff, paper docs […] different methods for different groups.”^[19]

Communication barriers also included language barriers when information was not available in an individual’s first language. Participants said that not enough support was provided through translated materials or interpreters. People from ethnic minority communities or who had English as a second language also described cultural misunderstandings which could make it difficult to understand and navigate the social security system. Some said the language and concepts were not easily understood or translated where equivalent meanings were not available in their first language.

11.4 Stigma and discrimination

Participants across all groups reported negative experiences when interacting with staff about benefits. They described various situations where staff were unhelpful or unwelcoming, or gave poor quality information regarding benefits which was sometimes contradictory with other sources. Some had poor experiences with assessments in the DWP system which they described as stressful and degrading. Many thought the outcomes of assessments were commonly inaccurate.

Feedback highlighted insensitivity from staff who did not take into account the particular circumstances faced by these groups. For example, participants from mobile populations described feeling judged, stigmatised and discriminated against by staff.

Participants from various groups also described a sense of shame or embarrassment that they felt around claiming benefits. For some this included cultural issues which stopped people from applying for benefits they are eligible for.

“Treated me like a criminal, like I was a scrounger. They [DWP] don’t help people.”^[20]