Page 99 - Reforming Benefits Decision-Making

IV. CLAIMANT SUPPORT

"I had to get someone to help me and do my mandatory reconsideration for me. I
tried to do it myself but couldn't...I was left without money for around 12 weeks,
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which made me very ill, and [I] considered taking my life many times.”
"Not been well enough or had enough concentration to understand what I am
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entitled to [or] how to apply for benefits."
4.1 The benefits system is complex. Many individuals are not aware of their
potential eligibility. Even for those that are, the process of claiming benefits
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270
is not straightforward and the application process is lengthy. The criteria for
entitlement are complicated and require claimants to gather a variety of pieces
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of evidence to prove their entitlement.
4.2 Given the issues with DWP decision-making outlined in Chapter 2 we know
that many claimants are not receiving the benefits they are entitled to in the
first instance. However, challenging an incorrect decision requires claimants
to be aware of their rights and entitlements, as well as the process for doing
so. When claimants do embark upon such a challenge, the process can be
daunting and difficult to navigate.

267 N. Bond et al., The Benefits Assault Course (see n. 50 above) p. 35.
268 Ibid., p.19.
269 G. McKeever, M. Simpson and C. Fitzpatrick, Destitution and Paths to Justice (see n. 3 above) p.7
and 40. A recent report has estimated that there are around half a million people who were eligible for
UC during the start of the Covid-19 pandemic but not claimed it (B. Geiger et al, Non-take-up of
benefits at the start of the COVID-19 pandemic (The Health Foundation, April 2021)).
270 For example there are ten stages to making a UC claim, many of which are time sensitive. See
Citizens Advice, ‘Universal Credit claims falter due to complicated application process and lack of
support’ (2018).
271 See Chapter 2 with respect to difficulties obtaining evidence for disability assessments. A Citizens
Advice survey found that 48% of respondents found it difficult to provide evidence for health
conditions; 40% found it difficult to provide evidence for housing; 35% found it difficult to provide
evidence for childcare. See Citizens Advice, ‘Universal credit claims falter due to complicated
application process and lack of support’ (see n. 270 above).

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