Charity unlocked more than £84 million in benefits payments for its clients in 2018-19
People are not claiming vital benefits because the system is too traumatising, with claimants made to feel they are begging.
Others are not getting all the help they need because of the way they have been treated by Jobcentre staff, because the system is too complicated and because they are not aware what they are entitled to.
People have been left feeling stigmatised through their interactions with the benefits system, according to a submission Scotland’s Citizen’s Advice network has made to the Scottish Parliament’s Social Security Committee, which is looking at the issue of benefit take-up.
In a series of case studies, Citizens Advice Scotland outlined the many obstacles claimants face.
One west of Scotland Citizens Advice Bureau (CAB) reported a client who withdrew her appeal for Personal Independence Payment (PIP) before appearing at tribunal as she has been made to feel she is “begging” and did not want to put herself through the trauma of a hearing.
Another reports a client and partner, expecting their first child, who were put off applying for Universal Credit (UC) even though it means missing out on the Best Start Pregnancy Grant, because of its reputation and the way they’ve been treated by Jobcentre staff.
There were myriad problems with people not understanding the system, being baffled by its complexity and struggling with technology when it comes to online claims.
It its submission, CAS also said it had unlocked more than £84 million in benefits payments for its clients in 2018-19.
New figures, published in the submission, show that over £30m of this related to PIP, while over £16m was in Disability Living Allowance (DLA), and over £10m in UC payments.
Without this third sector intervention the cash would have gone unclaimed and families left to struggle even further.
The submission also includes a summary of recommendations for CAB advisers on how to boost take up.
These include funding independent advice and advocacy and giving people the choice of applying for benefits in person, over the phone or online.
CAS Social Justice spokesperson Mhoraig Green said: “The Scottish Citizens Advice network helps hundreds of thousands of people every year and what we see is that many people are not claiming the benefits they are entitled to, or are having difficulty with their claim.
“Other people are having their payments withheld and need help to appeal. In all of these cases our network offers free, impartial and confidential advice and support, putting money in the pockets of people who need it.
“This is money people are entitled to receive, and in many cases it is a vital contribution which helps that family to make ends meet, pay their bills and put food on the table.
“We are proud of the work our advisers have done here. As well as the value this money has for the individual cases, we have also released a significant sum into the economy which would otherwise have remained locked in the system.
“That’s why we want to see more action from both the Scottish and UK government to encourage people to claim what they are due.”
