Social Security Experience Panels - Seldom Heard research programme: wave 2 report

General experiences of benefits

Interview participants and survey respondents had diverse experiences with benefits delivered by the Department for Work and Pensions, Social Security Scotland, and local authorities. Table 4 shows that the most common were: Universal Credit (48 per cent), followed by Child Benefit (25 per cent) and Personal Independence Payment (22 per cent).

Communication channels for information and application processes

Table 5 sets out the sources of information about benefits for survey respondents. Similar proportions (28 per cent) found information about which benefits they are entitled to: online, by organisations/professionals and by friends/family which gave them information. Less than one fifth (17 per cent) said a Jobcentre Plus advisor told them. Interview participants also found information through various sources.

Mixed views were conveyed concerning how easy it was to get information. A few survey respondents and participants mentioned that it was easy to get information online. They highlighted that it was easy to look for information using the internet, online searches, and specific websites. A few mentioned that they used more than one source to get information about benefits. Those sources included: word of mouth, benefit staff and public sector workers from health services and local authorities. Many also reported getting information from relatives, friends, acquaintances, and peer and fellow service users.

“If I need information, I’ll just Google it. I was always quite tech savvy cos’ you get taught that at school. I know my way around a computer. I’ll ask Terrence Higgins Trust or my friend [name], or I’ll call the Citizens Advice Bureau. So, between those, I’ll usually get an answer.” (Vulnerable Groups strand, participant with HIV)

“I found out about the Scottish Child Payment through my sister. […] and I had a support worker that was supporting me during my first pregnancy, and she was the one that kind of helped me know what I could apply for and what I could fill in for as I had no clue.” (Carers and Care Experienced strand, single parent participant)

Several highlighted the difficulties they had to find information from different channels^[7]. Many reported their difficulties of using and accessing digital technologies: not having access to internet or/and computers, not knowing how to use smartphones and computers, and not knowing which websites to look for information.

“I wouldn’t say it was easy to find out, but I did get a lot of help from the people from the job centre. I’m not very good on phones and technology. I could build you a house. But technology I need to brush up on. I’m not very good at emails and covering letters and all that.” (Vulnerable Groups strand, homeless participant)

However, a few highlighted that they were computer literate so they were able to find the right information about benefits. A small number of participants noted differences between how easy it was finding information of some benefits, but not about other ones.

“I’m pretty confident using the computer. I don’t have one myself but the library was brilliant. It’s free and you just go in and there’s a computer you can use.” (Vulnerable Groups strand, prisoner participant)

“…Child Benefit was easy enough because the criteria for it are quite straightforward. Most other things I've found my earnings are too high, but sometimes finding what those thresholds and other criteria, to decide whether it's worth making an application, can be quite tricky as this isn't usually clearly stated on the UK Government websites.” (Carers and Care Experienced strand, survey respondent)

A few mentioned that they looked for information about benefits through social media. A small number of participants who mentioned finding information was easy were aware that some people could find difficulties of finding information online; for example people who do not have access to digital services, do not have computer skills or are elderly.

“If you have access to sort of like the internet and stuff like that and you’re sort of up to time, it’s pretty easy, you know, you can go online, you can research it, you can use these little calculator things that they have and all of that. But I think maybe for somebody who is maybe a bit elderly, they would prefer to use the phone… (Carers and Care Experienced strand, single parent participant)

A few also said that due to the challenging sudden changes of their personal circumstances or their mental health conditions, they experienced more difficulty finding benefit information.

“I was suffering mentally, I was dealing with a nasty break up, I am a single parent and found it very difficult to find out what I was entitled too. There are so many benefits all on different websites without the help I got I wouldn't have managed...” (Carers and Care Experienced strand, single parent participant)

Participants and respondents were asked about their communication preferences for making benefit applications. When asked to think about what channel they used in their most recent application, over half of survey respondents (56 per cent) said they applied online. A quarter (25 percent) completed a paper application and the remaining respondents applied face-to-face (13 percent) and by telephone (6 per cent) (see Table 6).

Interview participants also have a diverse experience with most of them applying online and by paper. A few noted they applied in person with support of benefit staff. Most participants found the application processes difficult with a few noting that it was an easy process.

“There was nothing good about the [PIP] application process; nothing whatsoever. It is one of the most degrading, soul destroying processes that I have ever had to go through and, in the line of work that I do, I have seen a lot and done a lot, but that application process was really harrowing.” (End of Life strand, participant with terminal illness)

“The forms online have always been pretty simple and stuff, so nothing much to it, to be honest.” (End of Life strand, bereaved participant)

A few who mentioned that they found applying for benefits easy said they received support from advocacy organisations or benefit staff to complete the benefit forms.

“I had somebody sit with me while I did it online, but I’m not a very computer techy person so I think I would have struggled if I was trying to sit and do that on my own online.” (Carers and Care Experienced strand, young parent participant)

“The contact I then had with Social Security Scotland was then quite a quick process and that was really helpful. I would say the phone call and it was like a very short interview I had to have. It was for the Funeral Support payment. […] The person I spoke to was really lovely. Like, really calm and supportive - I didn’t really want to ask for help for the funeral. It was a huge thing to do, to ask for help and to go through that process.” (End of Life strand, bereaved participant)

Mixed views were noted concerning applying for benefits online. A small number mentioned that applying online was better way to apply than waiting in a telephone queue for hours.

“If you’re comfortable enough to go online and fill out forms and stuff, great. But probably if you’re doing it on the phone, be prepared to sort of wait a while to speak to people. Easier online, but hard to do without an iPad or computer. I found applying on the phone was difficult.” (Carers and Care experienced strand, single parent participant)

A few highlighted various further barriers to navigate the benefit system including lack of literacy skills or barriers to travel to benefit offices to get support and appointments.

“…also transport wise, getting to your local Benefit Office as well, that could be a problem, and maybe literacy skills if you’re not able, or computer skills if you’re not able to kind of navigate your way round an online application form that could be a problem.” (Carers and Care Experienced strand, single parent)

Support with navigating the benefit system

Many participants and respondents across the seldom heard groups reported a strong reliance on support workers from third sector organisations. They mentioned that they helped them with accessing various services, including the benefit system.

Third sector organisations gave them support for finding information about benefit entitlement, completing the applications and signposting to further services. The most common organisations participants and respondents emphasised as giving them support were those which work on, and advocate for the specific needs of the seldom heard groups.

I’d say my support worker and Streetwork in general. I’ve been off and on homeless a big part of my life, and Streetwork – they’re a charity in Edinburgh and they’re kind of genuine people, hands-on, the voice of us folk. They genuinely care about homeless people and getting them benefits if they’re maybe not being treated fairly by the benefits system. They’re my main source of information and the go-to guys if I need advice on what my actual rights are or what is the best thing to do in a situation whether its regarding benefits or homelessness or whatever. […] When you’re in the claim process or pre-claim, as soon as you’re on the benefits and you speak with a support group like Street Work and you explain your benefit situation, it’s so much easier to get help. (Vulnerable Groups strand, homeless participant)

Terrence Higgins Trust. I’d normally phone my support worker and speak to him, and he’s always available on the phone. […] one of the support workers there helped me fill out the [PIP] form. We had to get stuff from my psychiatrist, my GP and my HIV consultant. And we submitted everything, and then I waited about six or seven weeks for a reply. And then it said I’d been awarded the care aspect, but not for mobility. But I was quite happy with that. (Vulnerable Groups strand, participant with HIV)

Some of the advocacy organisations they mentioned were: Who Cares Scotland, Simon Community Scotland, Cyrenians, Sacro, Shelter, Terrence Higgins Trust, BLESMA, Macmillan, MND Scotland, Maggie’s Centre, Women’s Aid, Funeral Link, among others. Many also mentioned that support workers from these organisations were essential support when they needed to attend health assessments and appeals. A few also mentioned that these workers spoke on their behalf with benefit staff.

“What had happened, because my partner had cancer, and they gave me a number for a welfare officer and she introduced me to benefits. My partner had been unwell for a long time, and so we knew Macmillan very well anyway, but when they knew he was dying, they really helped thinking about me and my future and things.” […] If it hadn’t have been for [name] from the welfare service at Macmillan, I wouldn’t have got by. A lovely woman, she put me in the right direction of who I should contact and what I should do really…” (End of Life strand, bereaved participant)

Some mentioned other organisations which support a wider range of people with financial and housing issues. Some organisations mentioned for their support with navigating the benefit system were Citizen Advice Bureaux (CAB), CFINE and StepChange.

“They [Citizen Advice staff] set it out for you and help you work out what you are entitled to, even things you wouldn’t think of yourself. Any benefits I have had in the past, it’s because they have let me know about something, and I wouldn’t have known otherwise. […] I trust Citizen’s Advice to give me good advice, they have helped me. They are the main source of help, I don’t really look on websites or anything. I speak to them.” (Vulnerable groups strand, prisoner participant)

Some reported getting help from support workers from local authorities. A few also noted getting information from local support groups and foodbanks. Other mentioned their informal networks consisting of friends and family members as key contacts who provided them with information and support for benefit applications and processes.

“I just ask friends and family for advice. You get to find out what help is out there, what benefits to claim for that way. You just ask around, or people say ‘oh you have a kid you should claim for that now’. So yes, it’s all just through your contacts, and based on what they know.” (Vulnerable Groups strand, prisoner)

“It would have been through my social worker, through [my] aftercare worker, mainly just like through them kind of letting me know what’s out there…” (Carers and Care Experienced strand, care experienced participant)

Mixed views were identified in relation to support from benefit staff from DWP and Jobcentres. A few noted that they were helpful whereas several highlighted various negative experiences related with not being treated with respect and dignity.

“It’s not supportive; it’s not supportive at all [DWP staff]. You’ve got to beg - or at least that’s what I feel like. Begging for something that I’m entitled to. If I’m not entitled to it then fine; but if I am, why are you still treating me suspiciously, or like I’m a criminal?” (End of Life strand, participant living with a lifelong condition)

“I’ve got a work coach person through DWP, they phone me every 5-6 weeks to check in on me. He’s been very understanding, he’s the one that helped me sort this out with that money being taken off that shouldn’t have been.” (Vulnerable Groups strand, homeless participant)

The effects of the Coronavirus (COVID-19) pandemic on accessing the benefit system

Some participants and respondents were asked their views on the effects of the pandemic when accessing benefits and contacting benefit staff. Respondents were asked how easy it was to find out about the impact of the pandemic, furlough and self-isolation on benefits. Over half (54 per cent) said there were not sure, one in four (25 per cent) said it was easy and around one in five (21 per cent) noted it was not easy (see table 7).

Survey respondents who provided some explanation of why it was not easy mainly noted confusion when having to look for information.

“There seems to be different grants that come out but often hear about them at short notice or when they are finished. The information on eligibility is confusing.” (Carers and Care Experienced strand, survey respondent)

When communicating by phone during the pandemic, a few interview participants experienced long waiting times for getting benefit information or for checking on the progress of their applications. Others also experienced being transferred directly to a telephone message explaining they were unable to receive their calls.

“…we still have a fair few people on ESA and getting someone on the phone before the pandemic was hard enough. You could be on hold for up to an hour before the pandemic, and now it’s got even harder.” (Vulnerable Groups strand, homeless participant)

A few participants highlighted the long waiting times not only with communication by phone; but also when waiting for the outcome of their applications or arranging phone appointments. In contrast, a couple of participants provided positive feedback with the option of being able to complete application forms or to provide evidence online.

“It’s difficult because I’ve been part of that during the whole Covid period largely, so it’s all been quite slow with my son’s PIP application…” (Carers and Care Experienced strand, single parent participant)

“The only thing I would say is that having the online forms this time has been really good. And, I think also, I know they [DWP/Social Security Scotland] are really busy during this time, and there will be less people available to deal with cases like funerals and things…” (End of Life strand, bereaved participant)

Some participants highlighted that they would abide by government’s rules and/or the use of personal protective equipment. One participant mentioned the financial advantage of not using public transport for face-to-face appointments.

“I think the fact that now you don’t have to do everything face to face, I sort of hope it stays that way because it saved a lot of money on public transport.” (Vulnerable Groups strand, homeless participant)

A few participants and respondents noted that as a result of the COVID-19 pandemic they were unable to communicate with benefit staff when they were looking for the reasons behind lengthy delays of benefit processes or changes.

“I have had multiple issues with money being stopped etc and it’s been very hard sorting and getting in touch because no one is at work”. (Carers and care experienced strand, survey respondent)

“It would have been nice for them to just say, ‘due to covid we’ve got a 6-month delay’, so that you’re not sitting there waiting, you know. And I was thinking any day now […] any day now for months. And that’s just so long. So that was the main COVID thing for me. But it’s more frustration and wanting food and stuff ‘cause obviously the Universal Credit thing took ages as well. So, I was on very basic pay and my housing benefit didn’t cover my rent, so I was dipping into my money to pay for my rent and [sigh] it was just a bit of an ordeal. I felt like I was trapped for that period of time.” (Survivors of Abuse strand, survivor of abuse participant)

A small number of participants noted the impact of not accessing public spaces to use computers to complete requirements such as job searches as part of getting UC payments.

“They expect everyone to be online now, and you’re expected to spend 6 hours a day on the internet looking for work. […] But you can’t with Covid just go to a library and log in there. I’d have to find one of my pals and find out if I could use a laptop at one of their houses.” (Vulnerable Groups strand, homeless participant)

Views on benefits being devolved to Scotland

Participants from the Vulnerable Groups strand were asked about their views of some benefits being transferred from DWP to Social Security Scotland. A few participants were not aware of the changes in the administration of some benefits. Mixed views were conveyed when being told about the changes.

A few thought this change will affect positively and they were hopeful that clients will have more help when accessing benefits.

“I was looking at the Scottish Welfare Fund. I think it is brilliant, I really wish the whole thing would be devolved really, because I have the impression that Scottish Government and the majority of parties in Scotland want the system to be quite equitable.” (Vulnerable Groups strand, participant with HIV)

“I’ve read something recently about PIP being moved under the Scottish legislation rather than the UK, the Scottish Independence Payment or something. I’d hope that might be slightly better than the UK experience because lots of our guys apply for PIP and don’t get it, mainly because most mental health conditions are invisible […] Mental health doesn’t seem to be taken into account. […] I would hope at least that they would make sure that everybody stays on their current payment until they can be reassessed and I’d hope they won’t penalise anybody.” (Vulnerable Groups strand, homeless participant)

“No, I wasn’t aware there was any changes with DWP and Social Security Scotland. I had no idea anything was changing, who decides. I think it can only be a good thing if Scotland can decide how we do it.” (Vulnerable Groups strand, participant with HIV)

A small number of participants mentioned that significant changes in the benefit system were unlikely as Social Security Scotland would still depend on the UK government to make changes on benefits. One participant thought the delivery of devolved benefits would be worse because Social Security Scotland will need time to learn to implement and delivery them.

“I feel that as long as England’s in charge, there’s always going to be stumbling blocks in between cos it’s going from London to Edinburgh and then to us. If it was direct, one-to-one… But right now, it’s got to go through two governments.” (Vulnerable Groups strand, homeless participant)

“Things moving from UK to Scotland I don’t think things will get any better. It’s just a different outfit doing the same thing. It will probably get worse because they have to find their feet with it. Changes to benefits over the years have just made them harder and harder.” (Vulnerable Groups strand, homeless participant)

A few participants raised the following concerns and fears regarding the transfer of some benefits to Scotland: data security, the need to reapplying and the decrease of their current payments.

“The only thing I’d worry about would be because my award runs out May 2023; it got extended for a year because of the pandemic. My thing would be when it does go over to Social Security Scotland, would I need to reapply, or will it be automatically transferred over? That would be the sort of thing I’d be worried about.” (Vulnerable Groups strand, participant with HIV)