David Hilferty on why we must change perceptions of welfare

“I wish I’d come to you sooner. It’s such a relief just to talk about all this.”  

When you work in the Citizens Advice network these are the type of comments our advisers hear from people coming through CAB doors for support. While it can be heartbreaking to witness these conversations, there’s real pride knowing we are able to help people going through some of the toughest times in their lives.  

One phrase we don’t want to hear is: “I’m so ashamed”. We are an impartial charity and see no room for shame in asking for help. Whether that’s someone experiencing financial distress or claiming social security for the first time, there’s no apology needed. We’re here to help when others can’t.  

For thousands of people across Scotland each year, we’re able to support them and navigate a more positive path. But for many, a barrier around stigma prevents them from reaching out.  

This comes from a long-term cultural narrative that puts people in boxes due to their circumstances. An attitude that risks perpetuating blame on the choices that individuals or households can make, when these choices are increasingly impossible. That to seek support is somehow an individual failing, rather than a result of broken systems. 

These myths have persisted as long as the concept of welfare support has existed, and they are just as prevalent today as ever. And myths is exactly what they are.   

For one thing, around 40% of people claiming Universal Credit are employed. Many are juggling two or more jobs, but their wages are not high enough to keep pace with the rising cost of living. If they need to claim some extra support that’s not their fault. It’s a symptom of a dysfunctional economy.   

For another, the social security system is there for all of us. Most people are only a few months’ salary away from needing it and a cut in income through sudden job loss or ill health is more common than many realise. “I never thought this would happen to me” is another of those phrases that our advisers hear too often.   

Worryingly, this kind of social security stigma has financial consequences, not just psychological ones. People who need support often tell us they don’t claim it because they don’t feel they should be entitled – even if they are. In the UK, an eye-watering £22.7 billion of income-related benefits goes unclaimed every year. There are several reasons for this but there’s no doubt that a very significant one is the shame associated with claiming.  

It’s time to 'design out' stigma from our social safety net. We need a countervailing positive vision, one in which everyone has access to a decent income, and a system which responds in real time to our changing needs without undermining us when we most need support.  

In a compassionate and just society, welfare should be a tool of social cohesion not isolation. Unfortunately, it is too often a mechanism for division and that needs to end now.  

David Hilferty is Director of Impact at Citizens Advice Scotland.

This column was first published in the Herald.