Page 98 - Reforming Benefits Decision-Making -(updated - August 2021)

phone. Some appellants have also found it difficult to find a quiet space
269
where they will not be interrupted.
270
3.50 For some appellants with disabilities and mental health conditions the thought
or process of travelling to a hearing may be physically difficult or stressful
and anxiety inducing. Some appellants may also be more comfortable in their
own space than at a hearing centre. For these appellants remote hearings are
likely to be preferrable. However, all consultees recognised that this would
not be the case for all appellants. Some appellants will find it much more
difficult to engage remotely (either by phone or video) and attempting to do
so may be detrimental to some appellants’ health. Complex cases will also be
better suited to face-to-face hearings. Some consultees felt that cases where an
interpreter was required were also better suited to face-to-face hearings,
although others felt that having an interpreter on the phone had worked fine.
We note that the Cloud Video Platform now has the ability to facilitate
simultaneous translation.
271

3.51 A number of consultees raised concerns about technical issues that they had
faced with remote hearings. For example, at the start of the pandemic
telephone hearings having a maximum of five users which meant that an
appellant’s representative was not able to attend where there are three panel
members, the clerk and the appellant. However, a new telephone system has
subsequently been put in place which allows for a greater number of
participants. Consultees also reported instances of appellants not being
notified that their hearing is running late, of not being provided with a hearing
time, or being provided with the wrong hearing time. In respect of video
hearings, there have been issues with internet connectivity and a lot of
technical and administrative support required to ensure that they function
smoothly. Working Party members and consultees also raised concerns that
appellants would not have the necessary equipment or internet access required

269 K. McKechnie, Impact of Covid 19 on People with Disabilities and their Carers (Child Poverty
Action Group, July 2020).

270 Ibid.
271 This is done by placing the interpreter and the appellant in a separate virtual room whilst still in the
hearing, where the interpreter can translate without being heard by anyone other than the person they
are translating for.

89