Oral Answers to Questions
Debate between Drew Hendry and Deidre Brock(1 year, 8 months ago)
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Deidre Brock (Edinburgh North and Leith) (SNP)
Drew Hendry (Inverness, Nairn, Badenoch and Strathspey) (SNP)
Oral Answers to Questions
Debate between Drew Hendry and Deidre Brock(6 years, 10 months ago)
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Deidre Brock (Edinburgh North and Leith) (SNP)
Drew Hendry (Inverness, Nairn, Badenoch and Strathspey) (SNP)
Universal Credit: Highlands
Debate between Drew Hendry and Deidre Brock(7 years, 9 months ago)
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Drew Hendry
I absolutely agree with my hon. Friend, and I shall provide some further examples in a few moments.
For people who suffer from digital exclusion, that is not the end of the problem, because that 0345 number is, in effect, a premium phone line. Another constituent, Claire, was in tears in my office because she had used her last £20 of credit for her mobile phone while being held on the phone for 30 minutes waiting to get through. When her call was eventually answered, after she had used up all that credit, she was promised a call back—she was looking for money to feed her children, by the way—but that call back never came. Two days later she appeared in our office, and when we phoned, it took 34 minutes to get through so that we could get an answer on her case.
The Minister said in the letter:
“Our latest data from February has shown a speed of answer time of between 8 and 9 minutes and I can reassure your that more resource is planned”—
I can tell him that more resource is definitely required. That is a big change from what I was told in a written answer that I received, and it is as an admission that the length of time is increasing, even if the Government’s figure is not accurate. On 16 December, when I asked the Minister what the average call time was, I was told that it was three minutes 27 seconds. That is clearly not correct, even according to the Minister’s letter. Citizens Advice and my constituency office decided to undertake an experiment in which we timed the calls, so the Minister does not have to take just my word for it. It took 28 minutes on average to get through to that line. There is a requirement for a free 0800 support line, and I hope that the Minister will take that on board.
In response to my claim that there was no support line for agencies or MPs, the Minister’s letter said:
“As I mentioned earlier Universal Credit is designed to be accessed online”,
and that there is a “once and done” service. It might be “once and done” for the DWP, but it is certainly not “once and done” for my constituents who are under pressure.
Deidre Brock (Edinburgh North and Leith) (SNP)
Last week, during the joint meeting of the Scottish Parliament’s Social Security Committee and Westminster’s Scottish Affairs Committee, a representative of Inclusion Scotland said that the Department for Work and Pensions had a “digital by default” approach to universal credit. That approach penalises people with sensory impairments and learning difficulties, quite apart from those who are not computer-literate. Does my hon. Friend agree that it should be possible to contact the DWP by whichever means is most appropriate to claimants’ circumstances?
Drew Hendry
Hear, hear. As I said, I believe that the “once and done” approach applies to the DWP, not the outcomes for constituents. I agree entirely with my hon. Friend.
The Minister’s letter states:
“The Department feels that a support line would cut across this relationship and create delays and confusion.”
I have news for the Minister: there is already a great deal of confusion and an awful lot of delays, which are causing people problems.
On arrears, the Minister’s letter states:
“This is a complex issue and our research shows that many people are coming onto Universal Credit with pre-existing arrears.”
Perhaps the Minister could tell that to John, a constituent of mine, who lived in the same house for three years. When he was transferred to universal credit, he found that he was waiting for 12 weeks—three months—for support. That was too long a wait for his landlord, and he was served with notice of eviction. The landlord was nice to him about it, but explained that she could not possibly wait because she in turn was getting into financial difficulties.
Landlords are waiting for an average of 10 weeks, and many are losing patience. Many are now saying, in signs in their windows and in their advertisements, “No universal credit”, because they do not want to take the risk. The proportion of tenants of Albyn Housing Society, a housing association, who are not receiving universal credit and are in arrears is 22%, whereas the proportion of its tenants on universal credit who are in arrears is nearly 100%. The average universal credit claimant arrears amount in the highlands is £900. Highland Council’s arrears through universal credit have risen by 82% since September and now amount to nearly £1 million. Just in case the Minister is wondering, I should add that the council deducted previous arrears from that. The increase is 100% due to universal credit. Services will be affected unless something is done.
The Minister said in his letter:
“We have taken a number of steps to…prevent claimants from falling into arrears.”
The six-week minimum wait puts claimants in arrears by default. By definition, someone who is waiting for the money to come through will not be paying rent and will already be in arrears. My constituent Gavin’s rent is £175 a week. Under the old system, he received £168 a week in housing allowance, which meant that he had to find £7 from his other entitlements. That was not an easy job for someone on benefits, but it was do-able. Now, under universal credit, he receives £60 a week. Even if he does not eat or turn on the power—even if he does nothing and sits still—he cannot pay his rent. He is automatically in arrears.
The Minister’s letter advised me to look at
“details about the payments process”,
which
“can be found in the Third Party Creditor/Supplier Handbook”.
The date of the handbook is March 2015, two years ago. It is out of date, as is the information that the United Kingdom Government are obtaining to defend their position.
There are other issues, and I could spent a great deal of time giving more examples. I hope that the Minister will accept one of the many invitations he has received to visit my constituency and hear for himself, from people and agencies, the travails that are being experienced. However, one issue that I think is particularly damning was raised by Macmillan Cancer Support. Sometimes people who are terminally ill choose not to have their diagnosis given to them directly, because they just do not want to know—they want to live out their lives as they choose. However, universal credit forces claimants to declare themselves to receive their entitlement, which means that they must be told in order for them to make their claim and be put into a work group. Two things are wrong there. First, it is wrong that they should have to do that, so I hope the Minister will take early action to sort that out. Also, why would they be put into a work group? There is no need for them to go into any work group.
So what needs to be done? The Scottish Government will use their 15%—a very small amount—of devolved power for the welfare system to bring about fairness and dignity, but they have no control over this. All the Minister can ask them to do is to put in more money to cover UK Government issues. Citizens Advice asked for an additional single non-refundable payment to bridge the six weeks of hardship between going off the standard system and on to universal credit. It wants the UK Government to give a choice on the housing element, so that it can be paid direct or as part of a single payment. It, too, is calling for 0800 free helplines, and it wants jobcentre support for those lacking computer skills.
The roll-out of universal credit can only be described as shambolic. It is punishing families, the disabled, the unemployed and the most vulnerable. There is a damning litany of failure, confusion, heartache and indignity, and a crushing drive towards increased poverty under the universal credit system. The problems include long delays to payments, short payments, lost sick notes and childcare receipts, misplaced documents, failures to respond, and confusion between departments.
The universal credit full service roll-out should be halted until it is fixed. The UK Government must bring in additional flexibility so that people are able to receive what they need in order to survive. There needs to be an acknowledgement of the situation, and an effort to fix and compensate for the Highland Council rent arrears that have been run up to date.