Page 103 - Reforming Benefits Decision-Making -(updated - August 2021)

d) For PIP there is the PIP handbook (although this is not linked from the
gov.uk/pip page). It is aimed at people who may be entitled to PIP and
provides information on entitlement, assessment criteria and how to
make a claim.
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e) There is another set of guidance for New Style ESA, which provides
additional detail to the gov.uk/employment-support-allowance page,
although it is not linked from this page.

4.7 We commend the DWP for providing detailed guidance and information on
how to claim and manage benefits, which, on the whole, is clearly explained,
set out and presented. However, it is incredibly fragmented. It is difficult to
know what guidance is available and where to find it. The DWP has put
together a helpful guide on where to find detailed guidance on UC, however
this in itself is difficult to find. We recommend that existing DWP
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guidance on benefits should be less fragmented and clearly signposted to
on all application forms, benefits webpages and correspondence. One way
of doing this could be to have one landing page for each benefit with links to
the available guides. Duplication of information should be avoided where
possible to minimise the volume of information that claimants are directed to
read.

4.8 Of course, information provided online is only ever useful to those who are
able to access and navigate the internet. Hardcopies of the guidance should
therefore also be provided to those who are digitally excluded.

On conditionality and sanctions

4.9 One particular area where there needs to be better provision of information is
on conditionality and sanctions. A DWP Survey found that only half of
claimants correctly identified all the common reasons that would cause their

288 Understanding Universal Credit, Already claimed.
289 Understanding Universal Credit, Helping someone claim.
290 DWP, PIP Handbook (2018).
291 Understanding Universal Credit, Detailed Guidance (see n. 283 above).

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