Trauma-insensitive benefit sanctions
Benefit sanctions undermining employment goals and lacking a trauma-informed approach, requiring a new methodology.
54 items
5 sources
Strongest theme matches
Mixed across source types and ranked by classifier confidence plus text match strength.
Committee recommendation
100match
#7 - Develop a new approach to benefit sanctions, incorporating trauma-informed decisions and updated research.
Sanctions risk undermining the work of Jobcentres and acting against the Government’s employment goals. DWP must develop a new approach to the use of sanctions. It should consider: • adopting a trauma-informed approach to sanctioning decisions; • issuing warnings rather than an immediate sanction; • having the option of non-financial sanctions, where appropriate, such as further mandatory appointments;...
Matched on
terms: benefit, sanction, trauma
Committee recommendation
87match
#6 - Current application of benefit sanctions is ineffective and damages trust in Jobcentres.
Sanctions are the sharp end of benefit conditionality. DWP’s own evidence shows that sanctions don’t work, causing people to move more slowly into work and to earn less. While sanctions have a place in the benefits system, there is clear evidence that their current application is not working. A more limited and sensible use of sanctions would go...
Matched on
terms: benefit, sanction
Committee recommendation
72match
#36 - Second Report - Disability employment gap
Sanctions can have a negative impact not only on disabled people’s employment prospects, but on their overall wellbeing. The Minister told us that the conditionality regime forms part of a “menu of support” and that sanctions are only used as a last resort, but even he acknowledged that it is in “no one’s interest” for a sanction to...
Matched on
terms: benefit, sanction
Committee recommendation
62match
#18 - Incorporate the good work agenda into benefit conditions and train work coaches accordingly.
DWP should incorporate the good work agenda into claimants’ benefit conditions. Work coaches should agree what constitutes a ‘good job’ for each claimant during a more personalised claimant commitment process. DWP should set out in response to this report how it will train and support work coaches to do this. (Recommendation, Paragraph 93)
Matched on
terms: benefit
Committee recommendation
62match
#5 - Clarify changes to benefit compliance monitoring and its integration into Jobcentre appointments.
In its response to this report, DWP should clarify what changes it is making to the system for monitoring compliance with benefit conditions. In particular, it should set out how it will move benefit monitoring “from the foreground to the background” of Jobcentre appointments. (Recommendation, Paragraph 31)
Matched on
terms: benefit
PFD report
61match
Kate Hedges
Disparate record-keeping systems prevent comprehensive risk assessments, safeguarding policies were not followed, and mental health service design lacks sufficient trauma-informed care.
Matched on
terms: trauma
Committee recommendation
61match
#16 - Previous 'ABC' employment support approach has failed to deliver sustainable work or good outcomes.
The previous Government’s ‘ABC’ approach to employment support (any job, better job, career) has not worked. While it may move people off benefits in the short-term, it all too often does not lead to long-term, sustainable employment and exacerbates the low-pay, no-pay cycle. This is not a good outcome for claimants, employers or the taxpayer. We are pleased...
Matched on
terms: benefit
Committee recommendation
61match
#8 - Set out detailed plans for building safeguarding and health impact assessment into new services.
DWP should set out more detail about how it will build a systems-based approach to safeguarding into the new jobs and careers service, including its conditionality and sanctions policy. We previously recommended that the Chief Medical Advisor assess the potential health impact on claimants of all policy changes, and we expect such an assessment to take place before...
Matched on
terms: sanction
Committee recommendation
61match
#4 - Jobcentre shift from compliance to personalised support lacks clear implementation plan.
We were encouraged to hear that the Government wants to shift the focus of Jobcentre appointments away from monitoring benefit compliance and towards personalised employment support. This shift is urgently needed. The Department now needs to expand on how it will deliver this change. 52 It is not clear how Jobcentre appointments will change and whether there will...
Matched on
terms: benefit
PFD report
57match
Tamara Logan
An incorrect benefits assessment, uncorrected by review, significantly impacted the deceased. Additionally, standard letters were sent despite recognised vulnerabilities, without attempting to reduce associated risks.
Matched on
terms: benefit
Committee recommendation
57match
#25 - Inconsistent application of DWP policies like sanctions exacerbates claimant vulnerabilities and hardship.
Incorrectly applied, policies intended to drive claimant behaviour and deliver value for money, such as sanctions and deductions, can create and exacerbate vulnerabilities. While DWP has checks in place that are supposed to ensure this doesn’t happen, the application of these checks is inconsistent. This can leave claimants facing substantial hardship, putting them at risk of harm. (Conclusion,...
Matched on
terms: sanction
Committee recommendation
57match
#21 - Any job' approach has alienated employers and undermined Jobcentre engagement efforts.
The ‘any job’ approach has not just been detrimental to claimants: it has also led employers to stop engaging with Jobcentres. Employers will use Jobcentres if it helps them find good employees, but their experience of Jobcentre candidates is often of people forced to apply just to meet benefit conditions. Efforts by DWP to engage with employers risk...
Matched on
terms: benefit
Committee recommendation
57match
#19 - Jobcentres prioritise short-term off-flows instead of sustainable, good-quality employment for claimants.
We welcome the Government’s focus on ‘good work’. Currently, Jobcentres too often prioritise short-term measures, such as benefit off-flow, rather than whether claimants enter good-quality, sustainable employment. Good jobs are better for citizens, employers and the state, while supporting a productive economy. DWP has the opportunity to bring the good work agenda to life through its Jobcentre reforms....
Matched on
terms: benefit
Committee recommendation
57match
#1 - Claimant commitments remain too generic and counter-productive, requiring more substantial reform from DWP.
Claimant commitments should be a cornerstone of the relationship between claimants and work coaches. But too often, commitments set work search requirements that are too generic and sometimes counter-productive (such as completing a set number of applications or spending 35-hours job searching per week). We heard that complying with these blanket conditions can be stressful and can leave...
Matched on
terms: benefit
PHSO casework decision
51match
P-001912 - Department for Work and Pensions
Mr A complains DWP wrongly sanctioned him between 2018 and 2019 and underpaid him benefits. He also complains DWP’s compensation offer is not enough due to the financial hardship he faced.
Matched on
terms: benefit, sanction
Committee recommendation
49match
#3 - Introduce an employment support guarantee detailing personalised support from new jobs service.
To demonstrate the Government’s commitment to supporting rather than coercing people into employment, it should introduce an employment support guarantee that sets out the personalised support and advice people can expect to receive from the new jobs and careers service. (Recommendation, Paragraph 24)
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classifier match
Committee recommendation
48match
#18 - Introduce specific questions and a tick-box on benefit forms for vulnerability disclosure.
DWP should add a question to all benefit application forms that asks claimants if they would like to disclose anything about their personal circumstances, including medical or mental health concerns, that means they might need additional support, now or in the future. Forms should also include a simple tick-box, through which a claimant could indicate they would like...
Matched on
terms: benefit
Committee recommendation
47match
#8 - Introduce requirement for Chief Medical Adviser to assess health impact of all significant DWP policies.
We recommend that as a part of a systems-based approach to safeguarding, the Department introduce an explicit requirement that all significant new policies and policy changes, including those that fall outside the disability service area, are assessed by the Chief Medical Advisor’s team to understand their potential health impact on claimants. This should be accompanied by an appropriate...
Matched on
terms: benefit
PFD report
45match
Philippa Day
DWP call handlers lacked training for mentally ill claimants, and brief, inaccurate call records hindered decision-making. The assessment process was inflexible, preventing correction of errors or flexible appointment management.
Matched on
classifier match
PFD report
45match
Nazerine Anderson
DWP staff failed to record and act upon a customer's known vulnerability and requests for communication through her daughter, indicating inadequate training and use of existing support tools.
Matched on
classifier match
Committee recommendation
45match
#17 - Return jobseeker preferred sector pursuit period to three months for Jobcentre approach change.
As a first step to changing the approach of Jobcentres, DWP should return the period during which jobseekers can pursue opportunities in their preferred sector to 3 months. (Recommendation, Paragraph 92)
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classifier match
Committee recommendation
44match
#17 - DWP's reliance on self-disclosure for vulnerable claimants is inadequate and needs proactive measures.
When it comes to identifying vulnerable claimants, the Department places too great an onus on self-disclosure. The nature of some vulnerabilities can make disclosure difficult. A lack of trust in the Department can further deter people from sharing their personal circumstances. Whilst DWP has sought to train staff to recognise signs of vulnerability, claimants’ experiences can change over...
Matched on
terms: benefit
Committee recommendation
43match
#7 - DWP policy framework inadequately addresses vulnerable claimants beyond the disability service area.
DWP is more likely to prevent vulnerable claimants from experiencing harm if it first engages them in decision-making that affects them: their needs, the potential risks of proposals, and how those risks might be mitigated. We welcome the intention to introduce a trauma-informed policy framework and the work reviewing policy changes from a clinical perspective, predominantly in the...
Matched on
terms: trauma
Committee recommendation
41match
#23 - Clarify government intentions for disabled people's conditionality regime, including appeal rights.
We recommend that the Government clarify its intentions for the conditionality regime for disabled people. In particular, it should spell out what requirements beyond support conversations a disabled person might have to meet. Furthermore, if the nature of a person’s conditionality regime is to be left to the discretion of work coaches, the Government needs to make clear...
Matched on
classifier match
Committee recommendation
41match
#22 - Uncertainty remains regarding conditionality regime determination and appeals process for disabled people.
We are cautiously optimistic about the Government’s proposals for conditionality, although a great deal remains uncertain. The tone of the Green Paper suggests the Government is minded to focus more on positive engagement than coercive conditionality. We appreciate the concerns expressed by many about the principle of drawing more disabled people within the scope of conditionality, but if...
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classifier match
Committee recommendation
41match
#2 - Publicly consult on claimant commitment changes, replacing blanket requirements with personalised action plans.
Instead of an internal review, DWP should publicly consult on changes to the claimant commitment. DWP should consider removing blanket requirements, such as the 35-hour job search requirement, and replacing them with a personalised action plan that is co-developed between the claimant and work coach, and relevant to the claimant’s skills and experience. (Recommendation, Paragraph 23)
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classifier match
Committee recommendation
40match
#15 - Formalise and publish a clear, consistent definition of vulnerability in all DWP public documents.
DWP should formalise its definition of vulnerability and undertake work to ensure it is clearly and consistently communicated in key public facing documents, including its ‘Advanced Customer Support: Delivering support and transformation to help DWP customers with additional support needs’ document, and its new approach to safeguarding, when published. The Department should also develop and publish guidance on...
Matched on
classifier match
Committee recommendation
40match
#74 - Proposed Universal Credit reductions for under-22s will disproportionately impact care leavers.
We welcome the new Youth Guarantee and the focus on supporting young people to access employment, education and training. However, we are deeply concerned about the proposal to reduce support through Universal Credit for those aged under 22. This is likely to have a disproportionate impact on care leavers, who already face significant financial hardship. (Conclusion, Paragraph 193)
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classifier match
PHSO casework decision
39match
P-001706 - Department for Work and Pensions
Mr U complains DWP wrongly applied sanctions to his universal credit claim and that staff were rude to him during an appointment.
Matched on
terms: sanction
Committee recommendation
39match
#16 - Fifth Report - Health assessments for benefits
We welcome efforts to reduce unnecessary reassessments for people whose conditions or needs are unlikely to change. However, ESA/UC and PIP are different benefits with different purposes, and this must be reflected in any criteria for reassessment. The Department should adopt a version of the severe conditions criteria for PIP, effectively ending the need for reassessment as it...
Matched on
terms: benefit
Committee recommendation
36match
#14 - Lack of clear DWP vulnerability definition hinders claimants from accessing additional support.
DWP’s existing description, or definition, of vulnerability in internal documentation encourages an open, flexible approach to determine when a claimant has additional support needs. However, the lack of a clear, consistent and public-facing definition of vulnerability could act as a barrier to understanding if and when individuals are entitled to additional support and to having that support put...
Matched on
classifier match
Committee recommendation
36match
#12 - Introduce a systems-based approach to safeguarding across all DWP policies and operations.
We recommend the Department introduce a systems-based approach to safeguarding, at all levels of DWP and in all policies. A systems- based approach should consist of developing mechanisms to ensure that safeguarding is explicitly considered at each point in the development, implementation, monitoring and evaluation stages of all policies. This work would ensure that safeguarding is everybody’s business,...
Matched on
classifier match
Committee recommendation
35match
#4 - 8th Report - Historical Forced Adoption
Historical forced adoption practices involved systemic coercion, the removal of parental choice and often resulted in deep trauma and lifelong consequences for mental and physical health. A formal apology is necessary to acknowledge these harms and to recognise the state’s role in 28 permitting them. We should be clear that the scope of the apology should extend beyond...
Matched on
terms: trauma
Committee recommendation
32match
#22 - Evaluate the link between welfare reforms, Local Housing Allowance, and homelessness prevention funding.
MHCLG and the Department for Work and Pensions must use the Inter- Ministerial Group as an opportunity to evaluate the link between welfare reforms and homelessness, particularly regarding LHA rates. We agree with the Government on the principle that, as far as possible, homelessness funding should be directed towards preventing homelessness in the first place. The Group should...
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classifier match
Committee recommendation
32match
#11 - DWP reform programme risks unintended consequences for vulnerable claimants without centering wellbeing.
DWP is undertaking a major programme of reform via its green and white papers and several long-term strategies and programmes. This work presents a significant opportunity to improve safeguarding for claimants across the social security system. However, DWP must be alert to unintended consequences that could put claimants at risk, as has happened too many times in the...
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classifier match
Committee recommendation
32match
#77 - Exempt care leavers from proposed Universal Credit reductions and prioritise Youth Guarantee access.
The Department for Work and Pensions must exempt care leavers from its proposed plans to reduce Universal Credit support for those aged under 22, if these reforms go ahead, and ensure that care leavers are prioritised for access to support through the Youth Guarantee. (Recommendation, Paragraph 196)
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classifier match
LGO / SPSO decision
32match
21-010-196 - Staffordshire Moorlands District Council
Summary: Ms X complains the Council passed her debt recovery on to Enforcement Agents (bailiffs) prematurely. She complains the bailiffs were aggressive and rude towards her even though she was vulnerable and suffering with the effects of long Covid. This caused her distress. We find fault with the bailiffs for a phone conversation they had with Ms X....
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classifier match
Detention investigation recommendation
30match
Review into the Welfare in Detention of Vulnerable Persons - Rec 12
I recommend that those with a diagnosis of Post Traumatic Stress Disorder should be presumed unsuitable for detention.
Matched on
terms: trauma
LGO / SPSO decision
30match
25-013-711 - Westmorland and Furness Council
Summary: We will not investigate Mr X’s complaint about the Council ending his housing benefit. This is because there is not enough evidence of fault. And it is reasonable to expect him to make a latte appeal.
Matched on
terms: benefit
Committee recommendation
27match
#6 - Forty-Eighth Report - HMRC’s management of tax debt
We are concerned that HMRC is not doing enough to identify vulnerable people who need extra support with their debts. The pandemic has left more people in vulnerable positions, such as managing serious illness, bereavement and with low resilience to financial shocks. The Financial Conduct Authority has reported a 15% increase in the number of adults who met...
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classifier match
Committee recommendation
27match
#7 - 8th Report - Historical Forced Adoption
The Government must provide an unqualified, formal apology to all those affected by historical forced adoption practices, including unmarried mothers who were forced to give up their children for adoption, adult adoptees who were forcibly taken from their birth families, unmarried mothers who were able to keep their children, but who were nevertheless subject to cruel practices, punishments...
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classifier match
LGO / SPSO decision
27match
21-017-575 - London Borough of Hammersmith & Fulham
Summary: Miss B complained about the actions of bailiffs (acting on behalf of the Council) in collecting a parking debt. She said they clamped her car unlawfully, refused to accept payment by instalments or consider her if she was vulnerable. This caused her childcare and financial difficulties, along with significant distress and time and trouble. We found fault...
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classifier match
LGO / SPSO decision
26match
25-010-442 - City of Wolverhampton Council
Summary: Miss X complained about how the Council pursued her for a debt related to overpaid housing benefit. We have ended our investigation as the Council has agreed not to pursue Miss X for the debt, therefore there is no worthwhile outcome achievable by our investigation.
Matched on
terms: benefit
LGO / SPSO decision
26match
25-017-701 - London Borough of Southwark
Summary: We will not investigate this complaint about a refusal of housing benefit as there is a right of appeal to tribunal.
Matched on
terms: benefit
Committee recommendation
23match
#20 - Forty-Eighth Report - HMRC’s management of tax debt
The pandemic has left more people in vulnerable positions, managing debt alongside other problems such as serious illness, bereavement and low resilience to financial shocks. The Financial Conduct Authority reported a 15% increase in the number of adults who met one of its characteristics of vulnerability between March 2020 and October 2020.51
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classifier match
Committee recommendation
23match
#8 - 8th Report - Historical Forced Adoption
The Government must give an initial commitment to an apology, and must undertake the preliminary work for an apology - including working with survivor groups - as quickly as possible and commit publicly to a clear timetable for developing and issuing its apology. (Recommendation, Paragraph 32)
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classifier match
Committee recommendation
23match
#6 - 8th Report - Historical Forced Adoption
The meaningful involvement of survivors in the design and implementation of an apology is essential to ensure that the apology validates their experiences and that the mitigations put in place thereafter support them directly. The Government must embed mothers and adoptees’ voices at every stage of the process of an apology. (Conclusion, Paragraph 30)
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classifier match
Committee recommendation
23match
#5 - 8th Report - Historical Forced Adoption
Furthermore, many of those affected - both mothers and adult adoptees - are now elderly, and any further delay risks denying them the recognition they have waited decades to receive. Given the advancing age of those affected, time is now a critical factor. (Conclusion, Paragraph 29)
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classifier match
Committee recommendation
22match
#22 - Forty-Eighth Report - HMRC’s management of tax debt
HMRC suggested that the number of customers its staff refer to the Extra Support Team may have remained stable because the wider changes it has made to its debt management approach, in particular taking a more empathetic tone with customers, has meant the need for extra support has not increased. It also noted that many of the new...
Matched on
classifier match
Committee recommendation
18match
#21 - Forty-Eighth Report - HMRC’s management of tax debt
Despite this, and despite managing an additional 2.4 million customers with debt, HMRC told us it has not seen an increase in the number of customers it identifies as being vulnerable, demonstrated by the steady rate of customers its staff have referred to its Extra Support Team.52 HMRC told us around 1,400 customers currently access help from its...
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classifier match