Barriers to benefits: the need for accessible application processes
Barriers to benefits. At Citizens Advice Epsom and Ewell, we see vulnerable clients every day facing significant obstacles when applying for the support they really need.
VICTORIA WAN
Current application processes often feel exclusionary, particularly for those with limited digital skills or mental health challenges. Stories from two recent clients illustrate the pressing need for a more inclusive and compassionate system.
Barriers to benefits: Digital divide in applications
One recent case involved a client with serious health issues who needed to complete a digital Personal Independence Payment (PIP) application.
With support from his mother, he attempted to submit his application at our office. Despite being tech-savvy, he was repeatedly met with confusing error messages on the application site. These digital obstacles not only delayed his claim but left him uncertain and anxious about accessing much-needed support.
For clients who lack digital skills, this barrier can become insurmountable, risking their access to essential financial assistance.
Barriers to benefits: emotional and cognitive challenges
Another client, dealing with emotional difficulties, struggled through the telephone-based PIP telephone application. The rapid questioning and lack of sensitivity left the client feeling overwhelmed, frustrated, and unable to complete the application.
We offered support, called the helpline together, and arranged for the form to be mailed. Yet, this experience highlights the lack of flexibility in the process for clients with unique emotional and cognitive needs.
We call for accessible and compassionate reforms
These cases reflect a troubling pattern in the benefits system. Rigid processes can too easily leave vulnerable clients feeling excluded.
We urge the government to address these challenges by making applications more accessible. Key changes could include:
- tailored support
- improved digital accessibility
- further training for staff to recognise and respond to various needs.
Accessible benefits processes are essential to empower, not alienate, those seeking support. By taking steps to address these issues, we can ensure fairer access to benefits for everyone, regardless of their digital skills or emotional challenges.
At Citizens Advice, we are committed to supporting those navigating these hurdles and advocating for meaningful change. How to get advice.
Significantly, we also think this change of approach will work well with the government’s fresh plans for helping people back into work. Work coaches help their clients find a suitable job and understand their circumstances to ensure they receive the benefits they are entitled to claim.
Victoria Wan is Research & Campaigns Volunteer at CAEE.