Applying for DWP benefits is ‘soul-destroying’ and ‘unnecessarily difficult’, study finds

The benefits system is “unnecessarily difficult to navigate” and can be “soul-destroying”, a charity has warned.

Research from Turn2Us found that two-thirds of UK adults find it “confusing” to determine whether they might be eligible for benefits.

Just over three-quarters (77%) of people believe it would be challenging to claim benefits from the Department for Work and Pensions (DWP) if their circumstances changed.

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Thomas Lawson, chief executive at Turn2us, said: “At a time when so many of us are struggling to afford basic necessities, our benefits system is unnecessarily difficult to navigate. This is a major barrier for those who need support now.”

Recent data from Policy in Practice estimated that nearly £23bn in income-related benefits and financial support goes unclaimed each year.

Turn2us’ survey, which was carried out through YouGov, also highlighted the emotional strain of applying for benefits. Nearly half of people (49%) said they think feelings of shame or unworthiness stops people from applying for benefits.

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Matthew Greenwood, who was struggling financially, said: “We spent hours trawling through different websites trying to find what we need, and it can become a bit of a soul-destroying process.”

He used Turn2us’ benefits calculator and discovered that he was eligible for a universal credit payment.

In 2023, 60% of people who used the calculator identified new benefits they were eligible for. Last year, the charity helped 1.6 million people identify new benefits they could claim.

Turn2us is working to make the system more accessible with the launch of its ‘Let’s Get the System Working’ awareness campaign. It aims to help people navigate the challenging and complex welfare landscape with the use of the improved benefits calculator.

Lawson added: “We are committed to transforming the way benefits are viewed, normalising claiming the support people are entitled to. We’ve crafted our benefits calculator to provide straightforward guidance, reducing both stress and confusion.”

“Over the long-term we will work with our partners and communities with lived experience to create a fairer more accessible social security system that works for everyone.”

How to know if you might be eligible for DWP benefits

You could be entitled to benefits and tax credits if you are working or unemployed, sick or disabled, a parent, a young person, an older person or a veteran. You can use a benefits calculator to find out what you might be entitled to claim – including from Turn2Us,Policy in Practice and entitledto.

Citizens Advice offers information and services to help people and they can advise you as to what financial support is available from the government to help you. You can also find local advice services here.

The government’s Help for Households website explains what other support you could be eligible for – and we’ve got a round-up of cost of living help available to households here.

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