Publication - Research and analysis

Social Security experience panels: others speaking to Social Security Scotland for clients - main report

Published: 17 Aug 2020

Outlines the Social Security experience panel's views expressed in a survey on the process for someone else being able to contact Social Security Scotland on behalf of a client.

Social Security experience panels: others speaking to Social Security Scotland for clients - main report
Giving consent for someone else to speak to Social Security Scotland

Giving consent for someone else to speak to Social Security Scotland

We told respondents that if they were to be represented by someone else, they would need to inform Social Security Scotland that they were happy to be represented by that person.

One quarter of respondents (25 per cent) said they would want to let Social Security Scotland know that they were happy with someone else speaking on their behalf online using a computer. This was followed by 18 per cent of respondents who said telephone, and 16 per cent who selected post using a paper form. One in ten respondents (10 per cent) said they would like to tell Social Security Scotland in person during a home visit, whilst only 3 per cent said they would like to do so in person at a Social Security Scotland location.

Combined, around four in ten respondents (44 per cent) said they would want to let Social Security Scotland know through an online method (computer, mobile phone or tablet). Eight per cent of respondents selected 'another way'. These respondents listed a combination of the categories listed.

Table 14: How would you want to let Social Security Scotland know that you were happy with someone else speaking to them on your behalf? (n=214)
%
Online using a computer 25
Telephone 18
Post using a paper form 16
Online using a mobile phone 14
In person through a home visit 10
Online using a tablet 6
Another way 8
In person at a Social Security Scotland location 3
Total 100

Contact

Email: Socialsecurityexperience@gov.scot