Page 53 - Reforming Benefits Decision-Making

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disabilities. Further, under UC, receipt of first payment is conditional upon
accepting the claimant commitment. We were told that claimants often feel
pressured into accepting it as a result, whether or not they feel the
requirements are manageable in their circumstances.
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2.60 The setting of accurate and realistic claimant commitments relies on work
coaches making a judgment based on detailed knowledge of claimants’
circumstances. They must therefore either rely on claimants disclosing
relevant information or must ask the right questions to illicit it. Whilst the
DWP announced in July 2020 that it was recruiting 13,500 new work
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coaches as the SSAC has pointed out, this increase is not nearly as large as
the increase in numbers of UC claimants. As a result of Covid-19, the DWP
has also stated that the initial claimant interview with a work coach to agree
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the claimant commitment will be reduced from 50 to 30 minutes. We are
concerned that reductions in the time available for the initial interview will
unduly limit the already inadequate or poorly utilised amount of time work
coaches have to understand an individual’s particular circumstances and tailor
claimant commitments accordingly.

2.61 Work coaches can use easements to reduce or switch off a claimant’s
conditionality for a period of time if their circumstances mean it would be
unrealistic for them to comply. Some easements are a legal requirement for
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example, when someone is a victim of domestic abuse and others are at a
works coach’s discretion, for example when someone is experiencing a
domestic emergency or in response to situations arising due to the
pandemic. There is evidence suggesting that these are used insufficiently
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138 This is echoed by the NAO which found that work coaches lack confidence applying processes
flexibly and making reasonable adjustments National Audit Office, Supporting disabled people to work
(see n. 129 above) p.63.
139 Work and Pensions Committee, Benefits Sanctions (see n. 11 above) para 90.
140 DWP and T. Coffey, ‘It’s key for job centres to help people back to their feet’ (7 July 2020).
141 SSAC, A review of the Covid-19 temporary measures (see n.12 above) p.16.
142 13 weeks only UC Regs, reg 98(1)(a); 2 reg 98(1)(b).
143 Universal Credit Regulations 2013, regs 95- 99.

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