NAWRA is an active voice for welfare rights advisers throughout Scotland, from responding to Scottish Government consultations to corresponding with Social Security Scotland.
In 2024, NAWRA surveyed our Scottish members to gather insights on the effectiveness of the devolved benefit system. The survey revealed widespread concerns among advisers, with nearly all reporting issues with case transfers to Adult Disability Payment in the past 12 months. The primary problems identified included inadequate processing by Social Security Scotland (SSS), communication breakdowns, and difficulties in clients receiving timely payments. Nearly half of the respondents felt that their clients’ experiences with SSS had worsened over the past year, exacerbating frustrations with the system.
The survey also highlighted significant dissatisfaction with the overall effectiveness of SSS, with only 1 in 5 advisers rating their interactions as “extremely” or “very” effective. Over a third of advisers described working with SSS as “not so” or “not at all” effective, and many reported issues with long, complicated forms and poor communication. Most respondents expressed concerns about SSS’s failure to consistently recognise their authority to represent clients, as well as its poor decision-making and failure to inform clients of their appeal rights in a timely manner. These challenges contributed to a general sense of frustration and inefficiency within the devolved benefits system.
In addition to issues with SSS, the survey also shed light on problems with the devolved tribunal service. Around 1 in 4 advisers had encountered difficulties with the scheduling of appeals, such as severe delays or miscommunications about hearing dates. Furthermore, more than 50% of advisers felt that the tribunal’s erstwhile-default approach of conducting hearings by telephone undermined their clients’ right to a fair hearing. Despite these frustrations, many advisers acknowledged the positive attitude and helpfulness of First-tier Tribunal for Scotland staff, offering a small but important glimmer of optimism amidst the widespread challenges.
We will be raising this feedback directly to Scottish Government, as well as senior management in SSS and the Tribunal service. Read the full results.
If you’d like to get in touch with your Scotland reps, please find their details here.