MT survey reveals flaws in the benefits system
By Tony Watts - Editor - 03/09/2010
A survey amongst Mature Times readers has revealed major problems in the benefits system – with just one in fifty claiming they actually understand it, and almost half being put off claiming because it is so complex. Mature Times editor Tony Watts reports.
In June we asked our readers for THEIR feedback on the Great British benefits system. In a survey designed by our Benefits Doctor Lee Healey, we put forward a whole series of questions designed to identify problems that older people encounter in claiming the benefits to which they are entitled.
The results were depressing and worrying in places – but hardly surprising.
As Lee Healey (photographed) who also regularly appears on BBC commenting on benefits issues, says: “Just 2% of the people surveyed say that they understand the benefits system, while 20% do not understand it at all. One half say they only understand it a little.
“Some 300 people took part, giving us a good sample to work from, and many respondents also added comments and personal experiences which have helped us build a bigger, better picture. What comes across loud and clear is that the current system is complex, unclear and frankly offputting. We often hear about the billions of pounds which go unclaimed each year in benefits, and here are the reasons.”
Above all, says Lee, “The figures show how important the role of independent advice services are for older people, but they also flag up how older people still value, trust and respect the advice and guidance they receive from their local council and government organisations, which to me says it is so important for statutory services to make sure the benefits information they give to people is correct or that they are referring people on to organisations with benefits expertise if necessary.
“It is telling that just 11% of older people would use an online benefits calculator, so the online revolution promised by the Government’s ‘Digital Britain’ initiative still has a long, long way to go. There still need to be people on the end of a telephone to whom they can speak.”
So what are the other results in detail?
• 46% of those surveyed do not know if they are entitled to any other benefits.
• 46% of those surveyed would prefer to contact an independent advice service to find out if they are entitled to other benefits
• Just 12% of people prefer to search online.
• 40% of people would prefer to access an independent benefits expert to help them understand and claim the correct entitlement, with a further 43% preferring to contact their local council or government department.
• 47% of older people are put off claiming or finding out about their benefit entitlement because they see the system as too complex. 21% see the claim forms as too complex and 19% just do not know where to start.
• 12% of older people are put off by having to disclose personal or financial details.
• 41% of people were not aware that certain other benefits can help with free central heating and insulation improvements.
• 90% of people knew that being entitled to certain benefits could help them become eligible for housing repairs from their local council – a reassuringly positive response.
• Only 44% of people knew that claiming Attendance Allowance or Carers Allowance can increase the amounts you are entitled to receive on Pension Credit, Housing Benefit and Council Tax Benefit.
• Only 30% of people know that certain benefits do not take into account the amount of savings they might have.
• Total respondents: 297
“The results, for the most part, were very much in line with the feedback my team at IncomeMAX receive on a daily basis,” says Lee. “There is plainly a lot of work that needs to be done for the system to be made more accessible, less complex and more transparent.
“At present the Coalition Government is looking hard at the entire benefits system, to make sure – they say – that those who need it receive the money they need, while eliminating fraud and providing incentives for people to move away from benefits.
“It would be nice to think that part of their remit would be to ensure that the needs of older people – most of whom have no choice but to rely on benefits – are given a high priority.”