Page 10 - Reforming Benefits Decision-Making

EXECUTIVE SUMMARY

Being denied benefits can have a devastating impact on individuals’ and their
families’ lives. It can plunge people into debt, result in eviction and exacerbate or
create health issues. The economic fall-out from Covid-19 has only increased these
risks. It is therefore vital that there is a fair benefits system that is accessible and
makes timely and accurate decisions, and for there to be an effective means of
reviewing decisions once made.

This Report follows a number of previous reports raising concerns with the benefits
system and putting forward proposals and recommendations for change. However,
despite these prior efforts, it is clear that there remain ongoing issues with benefits
decision making and barriers to effectively challenging those decisions when they
have been wrongly made. This joint JUSTICE and Administrative Justice Council
Working Party has focused on improving the administrative and procedural elements
of the benefits system, from initial decision making, through to appeals, with a
primary focus on the central government administered working age benefits.

The findings of this Report demonstrate that the benefits system is not working as
well as it should, in particular for those with health conditions and disabilities,
especially mental health conditions and fluctuating conditions. Many claimants are
incorrectly denied the benefits that they are entitled to, demonstrated by the high
success rates of appeals. This is due to a lack of knowledge regarding entitlements,
decision making processes that are confusing, inaccessible and time-consuming, and
barriers and inefficiencies caused by inflexible digital systems. DWP has recognised
during our consultations for this report that individual errors ought not to have
happened. But systemic, repeated errors continue to cause unnecessary hardship to
many people in need of support.

The Report makes 44 recommendations that seek to ensure welfare support is made
available to those that need it as quickly, accurately and effectively as possible. This

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