Recommendations & Conclusions
40 items
3
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We note that while intergovernmental relations on the devolution of welfare appear to be working well, the evidence received by the Committee highlights that there are operational issues around data sharing that need to be resolved to the satisfaction of both governments. We note that there is an expectation that …
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We note that while intergovernmental relations on the devolution of welfare appear to be working well, the evidence received by the Committee highlights that there are operational issues around data sharing that need to be resolved to the satisfaction of both governments. We note that there is an expectation that the DWP would prioritise and look for all ways to expedite the sharing of data it does hold. However, we also note that the Scottish Government cannot reasonably expect the DWP to share data they do not hold or that would breach their data protection obligations.
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Government response AI summary
The government states it fully considers all data sharing requests, has established a dedicated Scottish Devolution Data Sharing Board, and works with the Scottish Government through a regular Chief Data Officers' forum to address data sharing processes.
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Scotland Office
6
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We recommend that that both governments take the opportunity to publicly restate their priorities for joint working and joint delivery of social security to those who rely on it in Scotland. This could be done via a Ministerial statement or publishing a joint policy document. This would prove that both …
Read more
We recommend that that both governments take the opportunity to publicly restate their priorities for joint working and joint delivery of social security to those who rely on it in Scotland. This could be done via a Ministerial statement or publishing a joint policy document. This would prove that both governments are treating this issue seriously and are approaching the devolution of welfare to Scotland as a joint programme with joint delivery.
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Government response AI summary
The government states its commitment to safe transfer of powers and highlights existing forums like the Joint Ministerial Working Group on Welfare, whose minutes are published, as demonstrating a collaborative approach, but does not commit to a new Ministerial statement or joint policy document.
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Scotland Office
7
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We recommend that the DWP should prioritise delivering the six to 16-year-old data required by the Scottish Government, or work with the Scottish Government to find an alternative type of data, so that the Scottish Government are able to roll out the Scottish Child Payment for this age group.
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We recommend that the DWP should prioritise delivering the six to 16-year-old data required by the Scottish Government, or work with the Scottish Government to find an alternative type of data, so that the Scottish Government are able to roll out the Scottish Child Payment for this age group.
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Government response AI summary
DWP states it already considers all data sharing requests, has a dedicated board and forum with the Scottish Government, and has informed them what data it can share and directed them to other data sources, implying the Scottish Government should also build its own datasets.
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Scotland Office
9
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We understand that the devolution of benefits has left a ‘tricky’ landscape of Scottish social security. There should be an improvement of communications to claimants on what measures are available to them and a review of how Jobcentres work in Scotland (with a particular look into how they convey information …
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We understand that the devolution of benefits has left a ‘tricky’ landscape of Scottish social security. There should be an improvement of communications to claimants on what measures are available to them and a review of how Jobcentres work in Scotland (with a particular look into how they convey information on devolved benefits to claimants). We are keen to see a ‘no wrong door policy’ being adopted in Scotland (whereby if someone approaches one agency that agency can help sign- post and pass on the information to the correct organisation).
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Government response AI summary
The government outlined several existing initiatives to improve communication and signposting, including a Work Coach toolkit and links between UK and Scottish government websites, and noted a new Operational Reference Group established to continuously improve the benefit experience.
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Scotland Office
16
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We recommend that there should be an increase in resources and support for claimants who struggle or cannot make a claim online—for example telephone and or video call appointments. The DWP should provide more financial resources for the Help to Claim service run by Citizens Advice Scotland to ensure it …
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We recommend that there should be an increase in resources and support for claimants who struggle or cannot make a claim online—for example telephone and or video call appointments. The DWP should provide more financial resources for the Help to Claim service run by Citizens Advice Scotland to ensure it is fully equipped to deal with the rise in job losses expected as the year progresses. (Paragraph 94) Does Universal Credit reduce poverty in Scotland?
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Government response AI summary
The government rejects the recommendation for an increase in resources, stating that existing support, including a Freephone helpline, open Jobcentres, and continued funding for Citizens Advice Scotland's Help to Claim service until March 2022, is sufficient.
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Scotland Office
22
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We note criticism levied about sanctions in the Universal Credit system, and we are particularly concerned that sanctions do not foster a positive atmosphere for people when they are receiving Universal Credit and looking for a job. Despite this, we note the DWPs analysis that found that the risk of …
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We note criticism levied about sanctions in the Universal Credit system, and we are particularly concerned that sanctions do not foster a positive atmosphere for people when they are receiving Universal Credit and looking for a job. Despite this, we note the DWPs analysis that found that the risk of sanctions encouraged people to search for work.
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Government response AI summary
The government describes existing procedures for work coaches to ensure reasonable commitments, the consideration of 'good reason' before sanctioning, and avenues for appeal and hardship payments, implying these measures address concerns.
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Scotland Office
24
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We see Universal Credit Scottish Choices as positive and flexible options to the people of Scotland, but the policy has been let down by a lack of communication by the Scottish Government and the DWP and Jobcentre Plus network in Scotland about the availability of these choices to claimants.
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We see Universal Credit Scottish Choices as positive and flexible options to the people of Scotland, but the policy has been let down by a lack of communication by the Scottish Government and the DWP and Jobcentre Plus network in Scotland about the availability of these choices to claimants.
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Government response AI summary
The government describes its current communication methods for Scottish Choices, including journal invitations and support from Citizens Advice Scotland, while explaining why initial online advertising is not aligned with policy.
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Scotland Office
40
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
In their written evidence to the Committee the DWP talk of examples of the work that has already been done with regards to data transfer to help to support the devolution of welfare to the Scottish Government. • DWP supplies data scans on Carer’s Allowance recipients to enable the Scottish …
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In their written evidence to the Committee the DWP talk of examples of the work that has already been done with regards to data transfer to help to support the devolution of welfare to the Scottish Government. • DWP supplies data scans on Carer’s Allowance recipients to enable the Scottish Government to pay its Carer’s Allowance Supplement105—an extra payment for people in Scotland who get Carer’s Allowance on a particular date which is paid by the Scottish Government to recipients without requiring an additional application; • DWP has provided Social Security Scotland with access to its Customer Information System to enable the Scottish Government to identify and verify information and shared data to support identification of eligible customers; • Social Security Scotland also currently uses DWP’s Customer Payment System, Bank Liaison Service, Financial Services Support & Reconciliation Services and Shared Services Connected Limited for accounting and reconciliation business services.106
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Government response AI summary
The DWP states it already fully considers all data sharing requests, has established a dedicated Scottish Devolution Data Sharing Board and a regular forum with the Scottish Government, and shared its Data Sharing Policy Statement to ensure consistent processing.
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Scotland Office
41
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Andrew Latto, Deputy Director, Devolution, Pensioner Benefits and Carer’s Allowance Policy Group at the DWP told us told us that there are existing processes in place through which the DWP process data requests based on whether it exists, whether they are legally entitled to share it, and if it exists, …
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Andrew Latto, Deputy Director, Devolution, Pensioner Benefits and Carer’s Allowance Policy Group at the DWP told us told us that there are existing processes in place through which the DWP process data requests based on whether it exists, whether they are legally entitled to share it, and if it exists, whether they can operationally share it. 107 He told us that: the basic principle that our chief data officer operates under is that we are prepared to share the minimum viable dataset we hold on citizens who make claims. In the case of the Scottish Government, once the Scottish Government have verified the identity of the person that they are dealing with, then we are content to share the data, providing it is clearly relevant to the new benefit that is being delivered to them.108 100 Q157 101 Q156 102 Q156 103 Q149 104 Q156 105 Scottish Government, Carer’s Allowance Supplement, Accessed 7 May 2021 106 Department for Work and Pensions (WPS0021) 107 Q186 108 Q187 Welfare policy in Scotland 23
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Government response AI summary
The government reiterates that DWP fully considers and responds to data sharing requests from the Scottish Government through an established Devolution Data Sharing Board and regular forums, ensuring compliance with legal and data protection obligations.
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Scotland Office
42
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
The Minister for Disabled People, Health and Work, Justin Tomlinson MP, highlighted that effective data sharing and intergovernmental relations ensured the successful roll-out of the Scottish Child Payment for younger children aged under six years old. He said that in that instance the Scottish Government had ‘checked in advance’109 about …
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The Minister for Disabled People, Health and Work, Justin Tomlinson MP, highlighted that effective data sharing and intergovernmental relations ensured the successful roll-out of the Scottish Child Payment for younger children aged under six years old. He said that in that instance the Scottish Government had ‘checked in advance’109 about the availability and access to the necessary data and the DWP were able to provide that data to enable the Scottish Government to operationalise the Scottish Child Payment to children under the age of six.
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Government response AI summary
The DWP states it fully considers all data sharing requests, has established a dedicated Data Sharing Board and a regular forum with the Scottish Government, and shared its Data Sharing Policy Statement to ensure consistency and legal compliance for all requests.
Read full response →
Scotland Office
45
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
They went on to explain that the UK Government ‘do not offer maternity grant in the case of older children’113 and so the data required ‘does not necessarily exist’114 for a direct data transfer to the Scottish Government in the same process as was done for Scottish Child Payment for …
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They went on to explain that the UK Government ‘do not offer maternity grant in the case of older children’113 and so the data required ‘does not necessarily exist’114 for a direct data transfer to the Scottish Government in the same process as was done for Scottish Child Payment for younger children. A reason offered by the Minister for Disabled People, Health and Work for this situation arising was that he would ‘question whether officials, who probably know that this [rolling out the Scottish Child Payment to older children] is more challenging than perhaps the political people would want to hear, are empowered enough’115 to push back on timelines for policy delivery if the technical aspects are not yet in place.
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Government response AI summary
The government explains that DWP has established processes and a dedicated Devolution Data Sharing Board to fully consider and respond to all data sharing requests from the Scottish Government, ensuring legal compliance and claimant rights.
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Scotland Office
46
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
The DWP concluded on this point that they understand that the Scottish Government is working with ‘very good intentions’116 to try to deliver supportive welfare policies to people in Scotland but the UK Government ‘worry that things are announced before they [Scottish Government] have worked through the details’ of policies.117 …
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The DWP concluded on this point that they understand that the Scottish Government is working with ‘very good intentions’116 to try to deliver supportive welfare policies to people in Scotland but the UK Government ‘worry that things are announced before they [Scottish Government] have worked through the details’ of policies.117 Despite this 109 Q185 110 Q187 111 Q185 112 Q185 113 Q185 114 Q185 115 Q177 116 Q187 117 Q177 24 Welfare policy in Scotland the Minister for Disabled People, Health and Work did highlight the UK Government’s enthusiasm for intergovernmental work on welfare issues and with the DWP there is ‘never a situation where we will not share data where we can’118 with the Scottish Government.
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Government response AI summary
The DWP states it fully considers all data sharing requests from the Scottish Government through a dedicated Data Sharing Board, a regular forum, and a Data Sharing Policy Statement, ensuring consistency and legal compliance for all requests.
Read full response →
Scotland Office
47
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
A related issue raised by the DWP was whether the data they collect from clients involves a consent process that limits their ability to transfer to other agencies, such as the Scottish Government. In our evidence session with the DWP, officials raised concerns that when taking a claim for Universal …
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A related issue raised by the DWP was whether the data they collect from clients involves a consent process that limits their ability to transfer to other agencies, such as the Scottish Government. In our evidence session with the DWP, officials raised concerns that when taking a claim for Universal Credit, currently there was no indication to claimants that they may ‘share [claimants] information with the Scottish Government’.119 The Scottish Federation of Housing Associations noted in their written evidence that they felt the DWP should take a ‘more rational approach to data sharing and implicit consent.’120 The Scottish Federation of Housing Associations also pointed out the comments of the Information Commissioner’s Office from April 2019 when it gave the opinion that the ‘DWP appears to be taking an unduly restrictive view of the definition of consent under data protection’.121
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Government response AI summary
The government states that DWP already fully considers and responds to all data sharing requests, has a dedicated Scottish Devolution Data Sharing Board, and works with the Scottish Government through established forums and policies to manage data sharing efficiently and legally.
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Scotland Office
48
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We heard that some existing processes were in place for sharing data such as in the instance of suspected cases of domestic or financial abuse. Margarita Morrison, Area Director, Work and Health Services Scotland at the DWP stated that the Department ‘use data mining to make sure we pick up …
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We heard that some existing processes were in place for sharing data such as in the instance of suspected cases of domestic or financial abuse. Margarita Morrison, Area Director, Work and Health Services Scotland at the DWP stated that the Department ‘use data mining to make sure we pick up any key words of concern’.122 The DWP then use this information to ‘work with all our partners across Scotland, including local authorities, police and social work departments’123 to ensure that the DWP are offering as much tailored support to individuals as possible. This suggests that in particular instances, it is possible to develop collaborative process to successfully identify and share client data to improve services.
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Government response AI summary
The DWP states it fully considers and responds to all data sharing requests from the Scottish Government through a dedicated Data Sharing Board, a regular Chief Data Officer forum, and a Data Sharing Policy Statement, ensuring consistency and legal compliance for all requests.
Read full response →
Scotland Office
50
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We note that while intergovernmental relations on the devolution of welfare appear to be working well, the evidence received by the Committee highlights that there are operational issues around data sharing that need to be resolved to the satisfaction of both governments. We note that there is an expectation that …
Read more
We note that while intergovernmental relations on the devolution of welfare appear to be working well, the evidence received by the Committee highlights that there are operational issues around data sharing that need to be resolved to the satisfaction of both governments. We note that there is an expectation that the DWP would prioritise and look for all ways to expedite the sharing of data it does hold. However, we also note that the Scottish Government cannot reasonably expect the DWP to share data they do not hold or that would breach their data protection obligations. 118 Q185 119 Q185 120 Scottish Federation of Housing Associations (WPS0017) 121 Scottish Federation of Housing Associations (WPS0017) 122 Q181 123 Q181 Welfare policy in Scotland 25
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Government response AI summary
The government states DWP already fully considers and responds to data sharing requests through a dedicated board and regular forums, ensuring claimant rights and data quality. It also clarifies that the Scottish Government should establish data availability before policy design and build its own datasets …
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Scotland Office
53
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We recommend that that both governments take the opportunity to publicly restate their priorities for joint working and joint delivery of social security to those who rely on it in Scotland. This could be done via a Ministerial statement or publishing a joint policy document. This would prove that both …
Read more
We recommend that that both governments take the opportunity to publicly restate their priorities for joint working and joint delivery of social security to those who rely on it in Scotland. This could be done via a Ministerial statement or publishing a joint policy document. This would prove that both governments are treating this issue seriously and are approaching the devolution of welfare to Scotland as a joint programme with joint delivery.
Show less
Government response AI summary
The government states its commitment to safe transfer of powers and highlights existing forums like the Joint Ministerial Working Group on Welfare, whose minutes are published, as demonstrating a collaborative approach, but does not commit to a new Ministerial statement or joint policy document.
Read full response →
Scotland Office
55
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We recommend that Social Security Scotland consider all mechanisms for acquiring their own data where possible if they are requesting data which DWP does not hold. DWP and Social Security Scotland should develop a shared protocol and agreement about data sharing to ensure swifter data sharing on a benefit-by-benefit basis. …
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We recommend that Social Security Scotland consider all mechanisms for acquiring their own data where possible if they are requesting data which DWP does not hold. DWP and Social Security Scotland should develop a shared protocol and agreement about data sharing to ensure swifter data sharing on a benefit-by-benefit basis. This protocol should be agreed as soon as possible. This could include a shared DWP-Social Security Scotland data team to examine data and produce information reports. 26 Welfare policy in Scotland 4 Accessing Social Security in Scotland Accessing and signposting social security in Scotland
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Government response AI summary
DWP stated it already has robust data sharing mechanisms in place, including a dedicated board and forum with the Scottish Government's Chief Data Officers. It advised the Scottish Government to establish data availability with DWP before finalising policy and noted that Social Security Scotland acquiring …
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Scotland Office
60
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Citizen’s Advice Scotland stated that to achieve a ‘no wrong door policy’ it would require: efforts to ensure that people receive information about other benefits they might be entitled to that are delivered by a different agency–for instance if someone is unable to work due to a health condition or …
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Citizen’s Advice Scotland stated that to achieve a ‘no wrong door policy’ it would require: efforts to ensure that people receive information about other benefits they might be entitled to that are delivered by a different agency–for instance if someone is unable to work due to a health condition or disability, when making an application for Universal Credit, they should be notified by DWP that they may also be eligible for Scottish disability assistance, and vice versa by Social Security Scotland.133 Similarly, Kirsty McKechnie of the Child Poverty Action Group told us that data sharing amongst the agencies would be crucial in helping claimants in Scotland apply for and receive the money that they are eligible for and Nina Ballantyne, of Citizens Advice Scotland, specifically identified the need for ‘implicit consent for recognised agencies’134 which would help organisations, like Citizens Advice Scotland support their clients in dealing with the different agencies and ‘help make things a little smoother’.135 Neil Cowan from The Poverty Alliance suggested the need for ‘One-stop shops and colocation of services: that is the kind of approach that we need to avoid the kind of complexity that could arise.’136 Reducing the complexity for agencies who support people in poverty
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Government response AI summary
The government states that DWP and Social Security Scotland have recently established an Operational Reference Group to continuously improve the benefits experience for shared customers and review service delivery issues, addressing the need for better inter-agency collaboration.
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Scotland Office
62
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We heard how these agencies adapted during covid-19 lockdowns; Glasgow Life, an arm’s length organisation who deliver Universal Credit support on behalf of Glasgow City Council, ‘set up a universal support service freephone helpline number’140 and Health and Social Care Partnership Welfare Rights Officers provided financial and benefits advice to …
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We heard how these agencies adapted during covid-19 lockdowns; Glasgow Life, an arm’s length organisation who deliver Universal Credit support on behalf of Glasgow City Council, ‘set up a universal support service freephone helpline number’140 and Health and Social Care Partnership Welfare Rights Officers provided financial and benefits advice to people who were shielding. Suzanne Lavelle of Southside Housing Association in Glasgow told us about the demands on Registered Social Landlords or Housing Associations to benefits advice and support for applications: we had a lot of people who came to us looking for assistance to claim universal credit and also for general advice about what other help was available. Our advisers spent a lot of time assisting people to make their claims online, and they gave advice on how to maintain those claims.141
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Government response AI summary
The government states that DWP and Social Security Scotland have recently established an Operational Reference Group to continuously improve the benefits experience for shared customers and review service delivery issues.
Read full response →
Scotland Office
63
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
To successfully support people experiencing poverty many of these agencies require good collaborations and communications with the DWP and Social Security Scotland. Professor McKeever, Ulster University, emphasised the need for a ’better systemic approach’142 at the organisational level ‘of what each organisation needs to make the system work more smoothly’.143 …
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To successfully support people experiencing poverty many of these agencies require good collaborations and communications with the DWP and Social Security Scotland. Professor McKeever, Ulster University, emphasised the need for a ’better systemic approach’142 at the organisational level ‘of what each organisation needs to make the system work more smoothly’.143 When asked about their communications with the DWP, Kirsty McKechnie from the Child Poverty Action Group highlighted that it had ‘less contact with the UK Government [than the Scottish Government] which is sometimes regrettable’.144 They went on to say that information about the operation and delivery of benefits ‘has not been forthcoming’145 from the DWP and that this has a knock-on effect on how the organisations can advise claimants. They also stressed the point that if the communication with these organisations was timely and clear then this could ‘take some of the pressure off the DWP.’146 Marion Davis of One Parent Families Scotland agreed with this point of view saying ‘our experience is that DWP do not engage well in terms of communicating about key changes’,147 going on to say that new information ‘seems to appear on the DWP website when it is going live. It is not giving time for advice staff to digest and prepare for the impact.’148 They concluded by saying they would ‘welcome more 137 Q105 138 Q105 139 Q120 140 Q106 141 Q107 142 Q7 143 Q7 144 Q72 145 Q72 146 Q72 147 Q74 148 Q74 Welfare policy in Scotland 29 consultation’149 from the DWP on changes to the benefits system. This echoed evidence from Suzanne Lavelle at Southside Housing Association who told us it was ‘difficult for RSLs [Registered Social Landlords] to plan support services for tenants’150 to support people through the Universal Credit migration process due to shifting DWP timelines and limited communication of roll-out delays. Kirsty McKechnie from the Child Poverty Action Group reasoned that this lack of communication between the DW
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Government response AI summary
The DWP and Social Security Scotland have established a regular Operational Reference Group to improve communications and continuously enhance the benefits experience for shared customers.
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Scotland Office
73
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
The Adult Disability Payment175 will be replacing the Personal Independence Payment (PIP).176 Those eligible for the payment are: • people who are age 16 to state pension age (which in 2021 will be 65); • people who have difficulties with daily living or getting around (or both) and 168 Cabinet …
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The Adult Disability Payment175 will be replacing the Personal Independence Payment (PIP).176 Those eligible for the payment are: • people who are age 16 to state pension age (which in 2021 will be 65); • people who have difficulties with daily living or getting around (or both) and 168 Cabinet Secretary for Social Security and Older People, Statement to Scottish Parliament, 1 April 2020 169 Cabinet Secretary for Social Security and Older People, Statement to Scottish Parliament, 17 November 2020 170 Q161 171 Scottish Government, Child Disability Payment, accessed 24 April 2021 172 Department for Work and Pensions, Disability Living Allowance (DLA) for children, accessed 24 April 2021 173 Scottish Government, Social Security, Terminal illness, accessed 24 April 2021 174 Scottish Government, Social Security, Disability Assistance, accessed 26 April 2021 175 Scottish Government, Social Security, Disability Assistance, accessed 26 April 2021 176 Department for Work and Pensions, Personal Independence Payment (PIP), accesses 26 April 2021 32 Welfare policy in Scotland • have had the physical or mental difficulty for at least 3 months and expect it to continue for at least 9 months. If a person is terminally ill these qualifying periods do not apply.177
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Government response AI summary
The government confirms the rollout of the Child Disability Payment later this month and the Adult Disability Payment in 2022, which will replace the UK Government's PIP.
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Scotland Office
86
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Throughout the inquiry we heard evidence that highlighted that the digital by default system, whilst working for some claimants, was not a suitable way for many claimants in most need of social security payments to access Universal Credit in Scotland both prior to and during the pandemic.
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Throughout the inquiry we heard evidence that highlighted that the digital by default system, whilst working for some claimants, was not a suitable way for many claimants in most need of social security payments to access Universal Credit in Scotland both prior to and during the pandemic.
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Government response AI summary
The government states existing resources are sufficient, highlighting the Freephone helpline, continued Jobcentre face-to-face support, Wi-Fi access, additional Work Coaches in Scotland, and continued funding for Citizens Advice Scotland's "Help to Claim" service which offers phone support and public access terminals for online claims.
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Scotland Office
87
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Marion Davis of One Parent Families Scotland noted that there ‘are huge and significant problems around digital access for parents who do not have a PC or a tablet’.213 Nina Ballantyne at Citizens Advice Scotland agreed saying that ‘a lot of people just do not have access to devices. If …
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Marion Davis of One Parent Families Scotland noted that there ‘are huge and significant problems around digital access for parents who do not have a PC or a tablet’.213 Nina Ballantyne at Citizens Advice Scotland agreed saying that ‘a lot of people just do not have access to devices. If they do it is a phone, which is even harder to complete applications on.’214 Polly Jones from The Trussell Trust added to this saying that to make a Universal Credit application via a mobile phone was difficult ‘because the screen is too small and you are very conscious of what you are paying for while you are trying to navigate around.’215 Fife Welfare Reform and Anti-Poverty Partnership wrote about how many people rely on library computer resources to submit Universal Credit claims, and state that ‘the pandemic has highlighted that when centres like libraries and local offices close, there really isn’t much help there for the digitally excluded’.216 Suzanne Lavelle of Southside Housing Association said that in their experience they found the Universal Credit ‘system is clunky and if you are trying to make a Universal Credit claim, for example, and you are doing it for a couple, there is lots of signing in and signing out and it is very difficult to navigate.’217 210 Department for Work and Pensions, Universal Credit, Using your account online, accessed 20 April 2021 211 Q49 212 Q49 213 Q71 214 Q75 215 Q120 216 Fife Council (WPS0020) 217 Q121 36 Welfare policy in Scotland
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Government response AI summary
The government stated that existing resources are sufficient, citing the Freephone helpline, open Jobcentres with Wi-Fi and computers, increased Work Coaches, and continued funding for Citizens Advice Scotland's 'Help to Claim' service, which provides phone support and public access terminals for digitally excluded claimants.
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Scotland Office
88
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Furthermore, once a claimant does manage to access a device suitable for navigating the Universal Credit system Scotland’s geography and rurality present further digital access issues. Nina Ballantyne of Citizens Advice Scotland highlighted that rural areas in Scotland make up ‘about 48% of the entire land mass. Only 40% has …
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Furthermore, once a claimant does manage to access a device suitable for navigating the Universal Credit system Scotland’s geography and rurality present further digital access issues. Nina Ballantyne of Citizens Advice Scotland highlighted that rural areas in Scotland make up ‘about 48% of the entire land mass. Only 40% has good 4G coverage, and something like one in 25 premises in Scotland cannot access a decent fixed broadband connection’.218 Polly Jones from The Trussell Trust agreed commenting that people who visit their food banks raise this as an issue and are ‘seeking more support’219 with it.
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Government response AI summary
The government asserts that existing resources are sufficient and outlines current provisions such as Freephone helplines, open Jobcentres with internet access, additional Work Coaches, and funding for Citizens Advice Scotland's Help to Claim service, including public access terminals.
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Scotland Office
89
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
On top of having a device and a good internet connection a claimant is also expected to have the necessary IT skills to access the Universal Credit system. A digital-literacy barrier was highlighted in the evidence we heard. Neil Cowan of The Poverty Alliance noted that for people with IT …
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On top of having a device and a good internet connection a claimant is also expected to have the necessary IT skills to access the Universal Credit system. A digital-literacy barrier was highlighted in the evidence we heard. Neil Cowan of The Poverty Alliance noted that for people with IT or literacy issues it becomes ‘almost impossible to make applications and to manage their claims online.’220 Nina Ballantyne from Citizens Advice Scotland went further in suggesting that the system was too complicated even for people who were experienced in using digital systems. They said that even the ‘digitally savvy are still having trouble making and maintaining a claim just because the system is so complex and unfamiliar, particularly for new people claiming Universal Credit.’221
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Government response AI summary
The government states that existing resources are sufficient and details current support available, including a freephone helpline, Jobcentre face-to-face support, Wi-Fi and computers in Jobcentres, and continued funding for Citizens Advice Scotland's 'Help to Claim' service.
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Scotland Office
90
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We have heard about support programmes designed for claimants who don’t have the confidence, or the skills required to make an application for and maintain their Universal Credit claim provided by local organisations who have stepped in to deliver what they feel is essential support not being provided by the …
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We have heard about support programmes designed for claimants who don’t have the confidence, or the skills required to make an application for and maintain their Universal Credit claim provided by local organisations who have stepped in to deliver what they feel is essential support not being provided by the UK Government. Councillor Bell of Glasgow City Council said that the current support to claimants from DWP ‘does not offer some of the key elements that we feel were very important [ … ] particularly around IT skills that we believe are very necessary for people to maintain their online claims.’222 He went on to highlight that Glasgow City Council have seen an increase in demand from citizens for their financial inclusion services. We were told Glasgow City Council ‘invests over £2 million a year on citywide financial inclusion services’223 which is used to fund translation services and offers a range of ‘ongoing support and advice’224 to claimants in Glasgow. Suzanne Lavelle from Southside Housing Association also told us about a £500,000 grant they received from the Big Lottery ‘for a five year project to assist with the increased need from our tenants and the local community for Welfare Benefit and Money Advice during the transition to Universal Credit.’225 In their evidence to us the Scottish Government also outlined a ‘£250,000 multimedia platform and an income-maximisation marketing campaign’226 designed to bolster support for low-income families to access both devolved and reserved benefits. Help to Claim
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Government response AI summary
The government stated that its existing resources are sufficient to help claimants make and maintain their Universal Credit claims, citing the Freephone helpline, Jobcentres with Wi-Fi and computers, increased Work Coaches, and continued funding for Citizens Advice Scotland's 'Help to Claim' service.
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Scotland Office
91
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
In 2018 the DWP responded to previous concerns about access and support for Universal Credit applications by funding the ‘Help to Claim’ service. This is administered in Scotland on DWP’s behalf by Citizens Advice Scotland. The Minister for Welfare 218 Q75 219 Q120 220 Q49 221 Q75 222 Q105 223 …
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In 2018 the DWP responded to previous concerns about access and support for Universal Credit applications by funding the ‘Help to Claim’ service. This is administered in Scotland on DWP’s behalf by Citizens Advice Scotland. The Minister for Welfare 218 Q75 219 Q120 220 Q49 221 Q75 222 Q105 223 Q122 224 Q105 225 Southside Housing Association (WPS0023) 226 Q164 Welfare policy in Scotland 37 Delivery confirmed that the system across the UK was funded ‘to the tune of £39 million’227 and has helped 250,000 people access Universal Credit in the past year.228 However, in written evidence Citizens Advice Scotland said that a drawback with the Help to Claim service is that it ‘cannot support a person with claim maintenance’229 (including the actions above in the bulleted list) and only helps people with making an initial application for a claim.
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Government response AI summary
The government asserted that existing resources are sufficient for both making and maintaining Universal Credit claims, citing the Freephone helpline, Jobcentres with Wi-Fi and computers, and Work Coaches. It also noted continued funding for Citizens Advice Scotland's 'Help to Claim' service for new applications.
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Scotland Office
93
Recommendation
Second Report - Welfare policy in Scotl…
Accepted
We pay tribute to the DWP employees during this very difficult time in managing and handling the huge increase of people accessing welfare because of the covid-19 pandemic. The digital by default system has withstood the pressure placed on it during the pandemic, although, the DWP should look to offer …
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We pay tribute to the DWP employees during this very difficult time in managing and handling the huge increase of people accessing welfare because of the covid-19 pandemic. The digital by default system has withstood the pressure placed on it during the pandemic, although, the DWP should look to offer other options of support for those who require it—especially with expected job losses set to increase as the year progresses and the anticipated conclusion of the furlough scheme at the end of September 2021—which will likely bring further demands on Universal Credit through natural migration (and managed migration if and when that process starts) of individuals still in receipt of legacy benefits.
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Government response AI summary
The government claimed its existing resources and assistance, including the Freephone helpline, open Jobcentres, and funded "Help to Claim" service via Citizens Advice Scotland, are sufficient to support Universal Credit claimants.
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Scotland Office
106
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
A work allowance is the amount that a claimant can earn before their Universal Credit payment is affected. Once a claimant starts work their Universal Credit amount will gradually decrease as the claimant earns more money through their job. The work allowance is currently set at: • £293–if a claimant’s …
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A work allowance is the amount that a claimant can earn before their Universal Credit payment is affected. Once a claimant starts work their Universal Credit amount will gradually decrease as the claimant earns more money through their job. The work allowance is currently set at: • £293–if a claimant’s Universal Credit award includes housing support; or 264 Scottish Government (WPS0013) 265 HC Deb, 3 March 2021, Col 252 [Commons Chamber] 266 Q193 267 Q193 268 Q193 269 Q193 270 Oral evidence taken before the Work and Pensions Committee on 2 February 2021, HC (2019–21) 178, Q381 271 Oral evidence taken before the Work and Pensions Committee on 2 February 2021, HC (2019–21) 178, Q381 272 Oral evidence taken before the Work and Pensions Committee on 2 February 2021, HC (2019–21) 178, Q385 273 Q64 & Q101 42 Welfare policy in Scotland • £515–if the claimant does not receive housing support.274
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Government response AI summary
The government explains the purpose and targeting of Universal Credit work allowances, confirming they are increased annually and reiterating that there are no plans to extend them to single adults.
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Scotland Office
109
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
DWP was keen to highlight its approach to tackling poverty in Scotland and around the UK. It argues that the welfare reforms carried out since 2010 have brought a ‘holistic approach to supporting individuals and households’283 with their ‘fundamental principle of being better off working than not, unless you cannot …
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DWP was keen to highlight its approach to tackling poverty in Scotland and around the UK. It argues that the welfare reforms carried out since 2010 have brought a ‘holistic approach to supporting individuals and households’283 with their ‘fundamental principle of being better off working than not, unless you cannot work’284 being the driving force of removing the old legacy benefits system which it thought ‘dis-incentivised progression in and extension of work.’285 The Department argue that as a result of the welfare reforms since 2010, including the roll out of Universal Credit, absolute poverty in Scotland had fallen ‘from 17% in the three years leading up to 2009/10 to 14% in the three years up to 2018/19.’286 It also outlines plans to ‘level up’ across the country and will continue to tackle 274 Department for Work and Pensions, Universal Credit work allowances, April 2021 275 Department for Work and Pensions, Universal Credit work allowances, April 2021 276 Citizens Advice Scotland (WPS0014) 277 Explanatory memorandum to the Universal Credit (Work Allowance) Amendment Regulations 2015 278 Citizens Advice Scotland (WPS0014) 279 Q52 280 Q101 281 Q101 282 Citizens Advice Scotland (WPS0014) 283 Department for Work and Pensions (WPS0021) 284 Department for Work and Pensions (WPS0021) 285 Department for Work and Pensions (WPS0021) 286 Department for Work and Pensions (WPS0021) Welfare policy in Scotland 43 poverty through its ‘new schemes such as Kickstart and Job Entry Targeted Support’287 as well as ‘doubling the number of work coaches who [ … ] will provide more people with the tailored support they need to move into or back into work and towards financial independence.’288
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Government response AI summary
The government describes ongoing initiatives with the Scottish Government to ensure effective delivery of reserved and devolved benefits, including new Work Coach toolkits, online service cohesion, and an operational reference group.
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Scotland Office
124
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Some of our contributors discussed the use of sanctions on claimants who fail to maintain their claimant commitment. A claimant commitment is an agreement between a claimant and the DWP. It is a record of the responsibilities (to prepare for and look for work) that a person accepts in return …
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Some of our contributors discussed the use of sanctions on claimants who fail to maintain their claimant commitment. A claimant commitment is an agreement between a claimant and the DWP. It is a record of the responsibilities (to prepare for and look for work) that a person accepts in return for receiving Universal Credit, and the consequences of not meeting those responsibilities.311 Should a claimant not maintain their claimant commitment then they can be sanctioned meaning that they would receive a reduction in their benefit.312 This has become known as conditionality as a claimant has to meet certain conditions to receive their Universal Credit payment.
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Government response AI summary
The government states that Work Coaches ensure reasonable claimant commitments, DWP assesses good reason for non-compliance, and claimants can request explanations, seek reconsideration, appeal decisions, or apply for hardship payments.
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Scotland Office
125
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
Kirsty McKechnie of The Child Poverty Action Group highlighted that this policy caused a lot of stress to claimants, since whether or not a claimant had met their claimant commitment was ‘very much at the work coach’s discretion. It depends very much with different work coaches, different jobcentres and different …
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Kirsty McKechnie of The Child Poverty Action Group highlighted that this policy caused a lot of stress to claimants, since whether or not a claimant had met their claimant commitment was ‘very much at the work coach’s discretion. It depends very much with different work coaches, different jobcentres and different claimants how the claimant commitment will be agreed and how that will be appropriate for each individual.’313 The written evidence we received on the topic from the Scottish Association for Mental Health talked of how this policy was detrimental to the mental health of claimants pointing to a University of Glasgow study that found that ‘sanctions are associated with increases in both anxiety/depression’314 for claimants. The Trussell Trust also said that sanctions are one of the ‘significant predictors of demand for food parcels.’315 The Scottish Federation of Housing Associations noted that disabled people and people with mental health issues face particular difficulties in maintaining their Universal Credit claim as they ‘may be required to carry out work related activities before going through a Work Capability Assessment and may face sanctions as a result.’316 Meanwhile Inclusion Scotland highlighted that after sanctions were reintroduced in July 2020 (having been suspended in March 2020 due to the covid-19 pandemic) this action means that ‘disabled people are more likely to be disproportionately impacted’ as they may face problems ‘finding suitable work, and may feel forced to accept jobs which put them at risk’317 to avoid facing benefit sanctions. 311 Department for Work and Pensions, Universal Credit and your claimant commitment, July 2020, accessed 23 April 2021 312 Department for Work and Pensions, Universal Credit and your claimant commitment, July 2020, accessed 23 April 2021 313 Q92 314 SAMH (Scottish Association for Mental Health) (WPS0005) 315 The Trussell Trust (WPS0006) 316 Scottish Federation of Housing Associations (WPS0017) 317 Inclusio
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Government response AI summary
The government reiterates existing processes for Work Coaches to ensure claimant commitments are reasonable, outlines how good reasons are considered for sanction decisions, and reminds claimants of their rights to appeal and apply for hardship payments.
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Scotland Office
126
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
There were also questions raised as to the effectiveness of sanctions in encouraging claimants to find work. The Poverty Alliance said that ‘sanctions are both ineffective in their stated purpose of encouraging entry into employment and act only to exacerbate poverty and income crisis.’318 Marion Davis of One Parent Families …
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There were also questions raised as to the effectiveness of sanctions in encouraging claimants to find work. The Poverty Alliance said that ‘sanctions are both ineffective in their stated purpose of encouraging entry into employment and act only to exacerbate poverty and income crisis.’318 Marion Davis of One Parent Families Scotland called for a more positive approach than the current system of sanctions for claimants who fail to meet their claimant commitment. They reasoned that parents are ‘desperate to and aspire to do things for their children’319 when they are looking for work to help to support their families and, when on Universal Credit, ‘do not need to be told they are going to get their benefit cut’.320 Instead they presented a picture that claimants ‘want to be part of society, to be part of the economy’321 and so the welfare system should foster a more ‘positive model, [where] they are supported to move into work.’322
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Government response AI summary
The government details existing procedures for Work Coaches to ensure reasonable claimant commitments, how sanction decisions are made with consideration for good reasons, and the available appeal and hardship payment processes.
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Scotland Office
127
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We did not ask the DWP to comment on its sanctions policy as part of this inquiry. However, we are aware that it has commented on this matter recently, in response to the House of Lords Economics Affairs Committee’s inquiry into The Economics of Universal Credit. In their response to …
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We did not ask the DWP to comment on its sanctions policy as part of this inquiry. However, we are aware that it has commented on this matter recently, in response to the House of Lords Economics Affairs Committee’s inquiry into The Economics of Universal Credit. In their response to that Committee’s report, the DWP said: ‘Sanctions can be a useful way to encourage claimants to comply with reasonable and achievable requirements, developed and agreed between the Work Coach and the claimant to prepare for and/or move into work.’323 It goes on to say that the Department has committed to look at further processes such as sending written warnings before actioning sanctions on claimants as well as highlighting its own analysis on conditionality, that highlighted that: ‘72% of claimants agreed that the potential for sanctions meant they were more likely to conduct work search.’324
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Government response AI summary
The DWP reiterates its existing policies and procedures for sanctions, stating Work Coaches ensure reasonable claimant commitments, claimants have rights to explanation and appeal, and can apply for hardship payments.
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Scotland Office
128
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We note criticism levied about sanctions in the Universal Credit system, and we are particularly concerned that sanctions do not foster a positive atmosphere for people when they are receiving Universal Credit and looking for a job. Despite this, we note the DWPs analysis that found that the risk of …
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We note criticism levied about sanctions in the Universal Credit system, and we are particularly concerned that sanctions do not foster a positive atmosphere for people when they are receiving Universal Credit and looking for a job. Despite this, we note the DWPs analysis that found that the risk of sanctions encouraged people to search for work.
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Government response AI summary
The government details DWP's existing processes for managing sanctions, including ensuring reasonable claimant commitments, considering good reasons for non-compliance, claimant appeal rights, and the availability of hardship payments.
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Scotland Office
131
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
There are currently two Universal Credit Scottish Choices in operation: • Twice-monthly payments, whereby Universal Credit is paid twice a month (may not necessarily be every two weeks) rather than monthly; and • Direct Payments, whereby claimants can opt for their rent to be deducted from their Universal Credit and …
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There are currently two Universal Credit Scottish Choices in operation: • Twice-monthly payments, whereby Universal Credit is paid twice a month (may not necessarily be every two weeks) rather than monthly; and • Direct Payments, whereby claimants can opt for their rent to be deducted from their Universal Credit and paid directly to their landlord.325
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Government response AI summary
The government explains its existing process for informing claimants about Scottish Choices, including invitations via the Universal Credit journal and support through Citizens Advice Scotland, in line with the Scottish Government's policy of offering choices from the second assessment period.
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Scotland Office
133
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We heard in our inquiry that Universal Credit Scottish Choices is a positive feature for people who claim it in Scotland. Neil Cowan from The Poverty Alliance highlighted that ‘anything that makes Universal Credit more responsive to people’s needs and gives people greater choice over how they are supported is …
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We heard in our inquiry that Universal Credit Scottish Choices is a positive feature for people who claim it in Scotland. Neil Cowan from The Poverty Alliance highlighted that ‘anything that makes Universal Credit more responsive to people’s needs and gives people greater choice over how they are supported is a positive thing and should be welcomed.’327 Nina Ballantyne of Citizens Advice Scotland noted the demand for the Scottish Choices options, adding that 37% of people offered the more frequent payment option took it.328 Engender, a feminist policy and advocacy organisation, outlined how the choices ‘offer additional flexibility and are better able to meet individual need.’329
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Government response AI summary
The response details the Scottish Government's current policy to offer Scottish Choices in the second assessment period, outlining their interaction with DWP Alternative Payment Arrangements and how they operate.
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Scotland Office
136
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
We heard that not enough claimants know about the Choices and that this has meant that their uptake is lower than what it could be. Neil Cowan from The Poverty Alliance mentioned in evidence that their research showed that claimants ‘did not know that they could take up their choices, …
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We heard that not enough claimants know about the Choices and that this has meant that their uptake is lower than what it could be. Neil Cowan from The Poverty Alliance mentioned in evidence that their research showed that claimants ‘did not know that they could take up their choices, they were not aware of it, so there is obviously some work to do around increasing awareness of the flexibilities.’331 This was echoed by Marion Davis of One Parent Families Scotland who said that the Scottish Choices were hindered by ‘a lack of awareness and understanding around [Scottish Choices]’332 by claimants. Our own survey, (whilst not being representative as the respondents were self-selecting), also highlighted this issue. 63 of the respondents said they claimed Universal Credit and despite Scottish Choices being an option for all of these people only nine respondents said they knew what they were.333
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Government response AI summary
The government states it sends invitations via the Universal Credit journal and relies on Citizens Advice Scotland to inform claimants about Scottish Choices, defending its current approach to awareness despite findings of low uptake.
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Scotland Office
139
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
This point was illustrated further by Kirsty McKechnie of the Child Poverty Action Group. They argued that the initial five-week wait for a first payment would put claimants off opting for the twice-monthly choice as it would leave claimants with too little money to get by: 331 Q56 332 Q86 …
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This point was illustrated further by Kirsty McKechnie of the Child Poverty Action Group. They argued that the initial five-week wait for a first payment would put claimants off opting for the twice-monthly choice as it would leave claimants with too little money to get by: 331 Q56 332 Q86 333 Scottish Affairs Committee, Welfare Policy in Scotland: What we learned, March 2021 334 Scottish Government, Universal Credit Scottish choices: evaluation, March 2021, Page.vi 335 Scottish Government, Universal Credit Scottish choices: evaluation, March 2021, Page.vi 336 Scottish Government, Universal Credit Scottish choices: evaluation, March 2021, Page.vi and Page 8 337 Written evidence received by the Scottish Affairs Committee, HC (2017–19) 2269, Citizens Advice Scotland (WIS0010) 50 Welfare policy in Scotland it is difficult for people to uptake the twice-monthly payments because, once you have had the five-week wait, you only receive half the payment. I think that can be prohibitive to people being able to take it up because they cannot afford to wait another two weeks or longer for that subsequent payment.338 As noted by the Scottish Federation of Housing Associations: ‘It would therefore not be surprising if the claimant felt that more frequent payments were not an attractive option’.339
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Government response AI summary
The government explains its current policy of offering Scottish Choices in the second assessment period to allow for consideration of DWP Alternative Payment Arrangements, without committing to changes to address the identified barrier of the five-week wait.
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Scotland Office
140
Conclusion
Second Report - Welfare policy in Scotl…
Accepted
The Scottish Federation of Housing Associations also highlights that the policy choice of building in this wait time for Scottish Choices does not align with other DWP policies: the rationale given by the DWP for the one month wait to take up the Choices is on ‘the basis that it …
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The Scottish Federation of Housing Associations also highlights that the policy choice of building in this wait time for Scottish Choices does not align with other DWP policies: the rationale given by the DWP for the one month wait to take up the Choices is on ‘the basis that it might not be in the interests of the claimant until the first assessment had verified the claimant’s entitlement.’340 We heard, however, that waiting for verification policy is ‘at odds with the DWP’s readiness to offer an advance payment of up to 100% of the claimant’s estimated monthly award at the start of the claim, prior to verification of entitlement.’341 Initial administration issues
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Government response AI summary
The government explains its current policy of offering Scottish Choices in the second assessment period, allowing time to consider DWP Alternative Payment Arrangements to protect vulnerable individuals.
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Scotland Office