A former Department for Work and Pensions advisor has described the "absolute nightmare" of navigating the benefits system herself after deteriorating health forced her to stop working.
From advisor to claimant: A system shock
Jo, 53, from Sheffield, had spent her entire career in public sector roles, including several years as an advisor at the Department for Work and Pensions (DWP). However, when her health declined, she discovered the harsh reality of being on the receiving end of the system she once worked for.
"For me it was an absolute nightmare, my worst nightmare," said Jo, recalling her visits to the Jobcentre. Despite health conditions that make leaving home difficult, she was told she couldn't claim Universal Credit without attending in person to verify her identity.
The mother-of-two noted that during her time at the DWP she would always go "the extra mile" for claimants, but found the current system lacking in consistency. "It all depends on the advisor you get," she told the Independent. "You could go to one with an issue, and they just say 'I'm sorry there's nothing I can do', you'll go to another one and they will find a way or do everything they can."
The stigma and struggle of claiming
Jo expressed frustration at the stigma surrounding benefits claimants, despite having worked her entire life. "Nobody cares whether I've worked my whole life," she said. "They hear the words Universal Credit and think you're a scrounger. As a workaholic, it's hard for me to process not working. I feel like I've got no purpose, no worth."
She eventually sought support from Turn2us, a national welfare charity that has since published a report urging the government to address benefits stigma and restore confidence in the system. The organisation is calling for more investment in frontline staff and improvements to the Personal Independence Payment (PIP) assessment process.
PIP assessment: 'Set up to catch you out'
Jo described the PIP assessment as one of the most challenging aspects of navigating the welfare system. "I found it was just set up to catch you out," she says. "They won't admit that, but that's exactly what they're doing."
She recounted her assessment experience: "When I went for my assessment, they put it at the furthest room, and I didn't realise because I didn't have experience of PIP. They were watching my every move, and even though it was obvious I was in pain, and I had to keep stopping, the fact that I managed to do it went against me."
A full review of PIP is now being carried out by Sir Stephen Timms, the DWP disability minister, following failed attempts to restrict the benefit earlier this year. The planned cuts were shelved after triggering a backbench rebellion and protests from campaigners.
Notably, the findings of the Timms Review will impact all sickness and disability claimants of working age, as the PIP assessment is set to replace the separate Work Capability Assessment. This means the PIP process will serve as the single gateway to financial support for ill health and disability within the benefit system.
A DWP spokesperson stated: "We're shifting our focus from welfare to work, skills and opportunities, backed by £1bn a year for employment support for sick or disabled people by the end of the decade. We are also committed to making PIP fit and fair for the future, which is why we've announced a ministerial review of its assessment process."
The spokesperson added that the review will be co-produced with disabled people and the organisations that represent them, "ensuring their views and voices are at the heart of our decision making."
