Page 101 - Reforming Benefits Decision-Making -(updated - August 2021)

4.3 Many individuals applying for, or in receipt of, benefits have additional needs
that further exacerbate these issues. Claimants with health conditions and
vulnerabilities, who do not have English as a first language and those who are
digitally excluded, either through digital illiteracy or lack of access to IT
equipment and internet, face additional challenges engaging with the system.

4.4 Access to clear information and advice and support is therefore vital to
ensuring that individuals receive the benefits they are entitled to. In this
chapter we consider that information provision, advice and support and make
suggestions that place the user at the heart of the system.

Applying for, managing and challenging a benefits decision

Information provision

On the application process

4.5 The provision of clear information on what benefits are available, the
entitlement criteria for each, the supporting evidence required and the process
for applying for them is crucial to enable claimants to understand their benefit
entitlement and successfully navigate the application process.

4.6 DWP does provide a large volume of information about eligibility and the
application process online.

Information on the application process available online

For each of UC, PIP and ESA there is a set of gov.uk webpages which contain
the following sections (i) an overview of the benefit, (ii) the eligibility
criteria; (iii) the amount of money you will receive; and (iv) how to claim.
There are also additional sections depending on the benefit. For example, the
UC pages have a section on “your responsibilities” and how to get an advance
payment, whilst the PIP pages have a section on PIP reviews.
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277 DWP, Universal Credit; DWP, Personal Independence Payment (PIP); DWP, Employment and
Support Allowance (ESA).

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